Director / Vice President, Remote Service Operations

At Coretelligent, we take ownership of the technology our clients rely on every day.

We partner with growing, highly regulated organizations that need secure, dependable IT environments built to scale. Our role goes beyond support. We bring structure, clarity, and accountability to complex technology landscapes so leaders can move forward with confidence.

Over the past several years, Coretelligent has entered a new chapter. We have strengthened our leadership team, modernized our service delivery, and sharpened our focus on long-term client outcomes. Our work spans managed IT, cybersecurity, cloud, and strategy, delivered through a model designed for consistency, transparency, and trust.

We are building a team of professionals who care deeply about quality, ownership, and continuous improvement. If you value clear expectations, thoughtful collaboration, and work that genuinely matters to the businesses you support, you will feel at home here

What We’re Looking For

We're seeking an experienced operational leader to oversee our Remote Service Operations organization. Reporting to the Chief Operating Officer, you'll lead our Remote Support and Systems Engineering teams, driving operational excellence, service quality, and scalable growth across our managed services organization.

This role is responsible for developing technical leaders, optimizing service operations, maturing IT service management processes, and ensuring the consistent delivery of exceptional client outcomes. You'll partner closely with leaders across Service Delivery, Professional Services, Security, Client Success, and executive leadership to continuously improve operational performance and support Coretelligent's long-term growth.

Remote (U.S) | Exempt | Reports to Chief Operating Officer

What You’ll Do:

• Lead the Remote Support and Systems Engineering teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Develop and execute the strategic vision for Remote Service Operations, aligning operational priorities with business objectives.
• Drive service quality by managing SLA performance, backlog health, utilization, escalations, operational efficiency, and client satisfaction.
• Establish performance expectations, coach leaders, and build high-performing technical teams.
• Mature ITIL-based Incident, Problem, Change, Request, and Major Incident Management processes.
• Standardize operational processes, documentation, quality assurance, and governance to improve consistency and scalability.
• Ensure operational readiness for a 24x7x365 support organization through workforce planning, capacity management, and business continuity.
• Identify and implement process improvements, automation, and tooling that increase operational efficiency and service quality.
• Oversee ServiceNow and supporting ITSM platforms to improve visibility, reporting, and operational governance.
• Develop and manage departmental budgets, forecasting, resource planning, and operational financial performance.
• Monitor organizational capacity, utilization, and staffing models to support business growth.
• Build executive reporting and dashboards that provide meaningful insight into operational performance, service quality, and business trends.
• Partner with Service Delivery, Professional Services, Security, Client Success, Sales, Product, and executive leadership to deliver a seamless client experience.
• Serve as a trusted advisor to executive leadership, providing operational insights and supporting organizational growth, transformation, and acquisition initiatives.

What You Bring to the Table:

• 10+ years of progressive leadership experience within an MSP, MSSP, or enterprise technology services organization