Director of IT Service

Lyra Technology Group is a private equity-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:

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.