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Director / Vice President, Remote Service Operations

Remote

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.
  • Proven success leading Remote Support, Systems Engineering, Technical Operations, or similar service organizations.
  • Experience leading leaders, developing high-performing teams, and driving organizational growth.
  • Strong knowledge of ITIL principles, ITSM best practices, and ServiceNow or comparable platforms.
  • Demonstrated success improving operational performance through process optimization, automation, and continuous improvement.
  • Strong financial acumen with experience managing budgets, forecasting, capacity planning, utilization, and executive reporting.
  • Excellent communication, relationship-building, and executive presence with the ability to influence stakeholders across the organization.
  • Strong analytical and strategic problem-solving skills with a data-driven approach to operational leadership.
  • Experience leading organizational transformation, rapid growth, or M&A integration is preferred.

What We Bring to the Table:

Salary Range

The reasonably expected annual base compensation range for this position is $150,000 - $230,000. This range reflects the minimum and maximum targets for new hires across all U.S. Within the range, individual compensation is determined by job-related skills, experience, geographic location and applicable state or local laws. Because this position may be filled at either the Director or Vice President level, compensation will be aligned with the selected candidate's experience, demonstrated leadership capabilities, and scope of responsibility.

Bonus Eligibility

This role may also be eligible for additional bonus or incentive opportunities based on position level and company plans.

Benefits

Health, Dental, & Vision, Flexible Spending Account (FSA), 401k, Health Reimbursement Account (HRA), Health Savings Account (HSA), Life Insurance, Disability Insurance, Paid Parental Leave, Holiday Pay, Flexible Vacation & Sick Days.

Perks

Observed company holidays, including a day off on your birthday, flexible vacation, spot bonuses for demonstrated excellence, community and social events, learning and development, flexible working life, $100 well-being allowance, and other health & wellness perks.

 

Equal Opportunity and Accessibility Commitment

Coretelligent is an Equal Opportunity employer committed to diversity, equity, and inclusion. We welcome qualified applicants of all races, ethnicities, religions, ages, sexual orientations, gender identities, socioeconomic statuses, and more. Our focus is on creating an inclusive workplace where diversity is valued beyond compliance, ensuring that every team member feels respected, supported, and empowered to be their authentic selves.

We extend our dedication to accessibility and inclusivity to our remote workforce. In alignment with the Americans with Disabilities Act (ADA), we are committed to providing reasonable accommodations to enable individuals with disabilities to effectively perform their job duties in a remote setting. Applicants needing accommodations for the application or interview process are encouraged to reach out to talent@core.tech for necessary arrangements.

Recruitment Process & Candidate Privacy:

Coretelligent is committed to a fair and transparent hiring process. As part of this, we use AI-assisted tools to support interview note-taking and documentation. These tools are used solely to assist our team and do not evaluate candidates or make hiring decisions. All candidate assessments and final decisions are made by our hiring team.

We are committed to using technology responsibly and maintaining an equitable process. If you prefer not to have AI-assisted note-taking during your interview, please let us know and we are happy to accommodate.

In compliance with the Colorado Anti-Discrimination Act (CADA), we do not request or consider age or age-adjacent information (such as graduation dates) during the hiring process. We encourage all qualified individuals to apply, regardless of age.

If you are a California resident, you have certain rights under the California Consumer Privacy Act (CCPA); please review our CCPA Notice for California Residents here for more information on how we collect and use your personal information.

 

Additional Information:

E-Verify www.dhs.gov/E-Verify      

For information about the right to work, click here for English or here for Spanish.

E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce. 

 

As Coretelligent is a remote company hiring candidates, our perks and benefits packages may adjust based on your location. Direct applicants only; no recruitment agencies or third-party recruiters, please.

#LI-Remote

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