Hamilton Barnes 🌳 · 1 day ago
Director of Technical Services
Denver, CO
Full-time
Onsite
Lead/Staff, Director/Executive
$90K/yr - $120K/yr
5+ years expHamilton Barnes is a fast-growing Managed Services Provider seeking a Director of Technical Services to lead and scale their technical support operations. The role involves managing service desk teams, ensuring high levels of customer satisfaction, and driving continuous improvement in service delivery processes.
Cloud ComputingHuman ResourcesProfessional ServicesIT InfrastructureRecruiting
Responsibilities
Lead and manage the Service Desk and technical support teams, including hiring, coaching, and performance management
Oversee daily ticket flow, workload distribution, and escalation management
Ensure SLAs and KPIs are met while maintaining high levels of customer satisfaction
Develop, document, and improve operational processes and best practices
Partner with project managers and account managers to support client initiatives and technology roadmaps
Act as an escalation point for complex technical and client-facing issues
Drive continuous improvement in service delivery, automation, and tool usage
Ensure proper documentation of systems, procedures, and client environments
Support incident response, root cause analysis, and problem management efforts
Help define training plans and professional development paths for engineers
Qualification
Required
5+ years of experience in IT support or managed services environments
2+ years in a leadership or management role (Service Desk Manager, Technical Lead, or similar)
Strong understanding of MSP operations, ticketing systems, and ITIL-style service delivery
Experience managing SLAs, escalations, and customer expectations
Background in modern MSP technology stacks, including Microsoft 365, Intune, and Active Directory
Networking technologies (Cisco, Aruba, or similar)
Firewalls and security platforms (WatchGuard, Fortinet, or similar)
Backup and Disaster Recovery (BDR) solutions
Ability to mentor and develop engineers at multiple skill levels
Excellent communication and client-facing skills
Experience working in a fast-paced, multi-client environment
Company
Hamilton Barnes 🌳
Founded in 2014 and with over 25 years of recruitment experience, we are committed to providing exceptional service to all our clients to help them secure the best talent and opportunities in the market.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase