Job Opportunities API

Lyra Technology Group  is a  p rivate  e quity-backed holding company that invests in and  operates  industry leading technology service businesses. Our companies are  operated  independently by exceptional management teams. Companies that join our group  retain  the employees, name, and culture that have made them successful. As a platform of  Evergreen  Services  Group , we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.    Lyra Technology Group is seeking a Director of Service to oversee all service delivery outcomes for a Managed Services Provider.  This role will ensure we deliver excellent, consistent client experience while scaling profitably through clear direction, strong people leadership, and data-driven operational execution.  The Director of Service owns the strategy, performance, and improvement of the service organization, supporting clients across multiple industries. You will lead through managers, build a metrics-driven culture, strengthen accountability, and ensure projects and managed services are delivered on time, on budget, and with high quality.  This role has significant autonomy across service operations, budget, tooling decisions, and performance management—escalating only decisions that create significant business-wide impact or require major financial commitment through the President/Integrator. Your work as a Director of Service will include the following duties:   Service Leadership & Culture •    Lead and coach the Service leadership team (including the Services Manager and Projects & Improvements Manager, or their successors). •    Create clarity across priorities, roles, and decision rights—reducing friction over shared resources. •    Build a culture of accountability, continuous improvement, and "Help First" client service. Client Experience & Service Quality •    Drive consistent service delivery that improves CSAT, reduces escalations, and resolves issues with high-quality solutions. •    Establish a system for ticket trending and recurring-issue prevention (problem management mindset). •    Serve as an escalation resource as needed—primarily by ensuring the right people and processes engage quickly. EOS Execution: Scorecard, Rhythm, and Accountability •    Own Service measurables and present Service performance in weekly Leadership Team (L10) meetings. •    Implement/maintain a service operating rhythm: scorecard cadence, weekly priorities, issue-solving, and accountability. •    Identify what additional KPIs The ITeam should track and implement them with discipline. SLA Performance & Ticketing Discipline  •    Own SLA compliance and the underlying data integrity required to measure and improve it. •    Improve ticketing workflows and standards in ConnectWise so performance is reportable, accurate, and actionable. •    Ensure responsiveness standards are consistently met: •    Current Business hours: respond/pick up tickets within 4 hours (Mon–Fri) – live phone pick up with 15 minute to return a voicemail. •    After-hours: best-effort on-call responsiveness for calls. Projects & Delivery Excellence •    Ensure project delivery is predictable and well-managed: scope, schedule, resourcing, execution, QA/closeout. •    Improve project management cadence and reduce "project starvation" caused by reactive demands. •    Resolve the structural question of "dedicated projects vs. shared resources" using data and capacity planning. Capacity Planning & Org Scaling •    Build a capacity model that links