About Us 1Above Technology is a managed services provider (MSP) delivering IT consulting, support, and infrastructure management to businesses across the Los Angeles area. We pride ourselves on responsive, high-quality service and a team-first culture where technicians grow their skills while solving real problems for real clients.

About the Role

We are a growing Managed Service Provider (MSP) delivering hardware, software, low voltage installations, and comprehensive IT support to businesses across multiple industries. At 1Above Technology, we’re building the strategic technology partner that growing businesses rely on — delivering custom-tailored IT and support that keep their operations running so they can focus on what they do best. Our client base spans healthcare, apartment communities, restaurants, law offices, and schools. As we mature our operations across Texas and California, we are creating a brand new Director of Professional Services role to sit within our Service Delivery organization and help connect the full spectrum of client-facing work across our teams.

Service Delivery is the operational backbone of how we serve our clients — it encompasses Helpdesk, Triage, Hardware, Field Services/Sweeps, Service Calls, and Professional Services, ensuring that work is routed to the right team, escalated appropriately, and completed without gaps. Reporting to the VP of Operations, the Director of Professional Services will serve as a key leader within this structure, owning the coordination layer that connects Professional Services to the broader Service Delivery ecosystem and to our Project Management and Customer Success teams. This is a foundational role — one that does not yet exist in our organization — and the person stepping into it will have the opportunity to define how Professional Services functions, what it looks like, and how it scales. We are looking for an operationally sharp, relationship-driven leader who thrives at the intersection of people, process, and delivery, and who can build structure where there is currently whitespace.

What Success Looks Like in the First Year

• Professional Services has a defined operating model — the team’s scope, workflows, and handoff points with Service Delivery, Project Management, and Field Operations are documented and understood across the organization
• Work moves through Service Delivery without falling through the cracks — routing is consistent, escalation paths are clear, and gaps that existed before this role are visibly closing 
• PM, Customer Success, and Service Delivery are operating in better alignment — cross-functional syncs are productive, dependencies are managed proactively, and fewer issues are surfacing as surprises 
• Leadership has reliable visibility into delivery health — you’re providing regular, accurate reporting that enables better decisions across the organization 

Key Responsibilities

Service Delivery Coordination & Internal Orchestration

• Operate as a key leader within the Service Delivery organization, which spans Helpdesk, Triage, Hardware, Field Services/Sweeps, Service Calls, and Professional Services — ensuring work is consistently routed to the right team, escalated through the right channels, and completed without gaps
• Own the coordination layer between Professional Services and the other Service Delivery functions, establishing clear handoff procedures, escalation paths, and communication standards across all teams
• Identify and eliminate friction points in how work moves between Helpdesk, Triage, Field Operations, and Professional Services, reducing delays, duplication, and dropped handoffs
• Lead regular cross-functional sync meetings to maintain visibility into workload distribution, resource availability, and active project milestones across both Texas and California offices
• Act as an internal escalation resource when misalignment across Service Delivery functions is impacting client outcomes or SLA performance
• Partner closely with the Director of Project Management and Customer Success Manager to maintain a unified, end-to-end view of client health and delivery performance

Building the Professional Services Function

• Define the scope, structure, and operating model for the Professional Services team from the ground up, in collaboration with the VP of Operations
• Establish the processes, playbooks, and documentation standards that govern how Professional Services receives, executes, and hands off work within the broader Service Delivery organization
• Build and refine intake and triage workflows that ensure incoming work — whether from Helpdesk escalations, new project requests, or service calls — is properly classified, assigned, and tracked through to completion
• Define clear ownership boundaries between Professional Services and adjacent teams (Field Services, Hardware, Service Calls) so work is never left in ambiguity
• Create visibility mechanisms — dashboards, status reports, and escalation paths — that give leadership a clear picture of delivery health across the full Service Delivery organization
• Identify tooling needs and optimize use of existing platforms including Zoho Desk to support routing, tracking, and cross-functional reporting

SLA & Delivery Quality 

• Share accountability with Project Management and Service Delivery for on-time project completion and SLA adherence across the client portfolio
• Monitor delivery performance across active engagements and flag risks early, coordinating with the appropriate team leads to course-correct before SLAs are missed
• Contribute to root cause analysis when SLAs are not met, identifying whether breakdowns occurred in coordination, resourcing, or process — and driving corrective action
• Support the development and refinement of SLA frameworks and escalation procedures in partnership with PM and operations leadership

Team Leadership & Development

• Directly manage a team of 1–2 Professional Services professionals, providing day-to-day coaching, clear role definition, and growth opportunities
• Establish team norms, communication standards, and accountability structures that enable the team to operate effectively across both Texas and California
• Model a collaborative, solutions-oriented approach to cross-functional problem solving
• Support future team growth as the Professional Services function matures and expands

Reporting & Continuous Improvement

• Provide regular reporting to the VP of Operations on cross-functional delivery performance, coordination bottlenecks, and team capacity
• Continuously evaluate the effectiveness of Professional Services workflows and lead iterative improvements based on data and team feedback
• Maintain documentation of processes, decisions, and lessons learned to build institutional knowledge as the function scales
• Occasionally travel between Texas and California offices as needed to maintain team alignment and support key operational initiatives

Qualifications

Required

• 5+ years of experience in professional services, operations, or service delivery — preferably within an MSP, IT services, or technology solutions organization
• Demonstrated experience working within or coordinating across multi-function service delivery organizations, including teams such as Helpdesk, Triage, Field Operations, and Technical Support
• Demonstrated experience operating at the intersection of multiple departments, with a track record of improving cross-functional coordination, work routing, and handoff processes
• Strong process-building skills with the ability to create structure, documentation, and workflows in environments where they do not yet exist
• Experience directly managing a team, with the ability to lead, develop, and hold people accountable
• Solid understanding of IT service delivery concepts including project lifecycles, SLA management, and resource coordination
• Excellent communication and facilitation skills, with the ability to align stakeholders across departments and levels of seniority
• Proficiency with service management or ticketing platforms; experience with Zoho Desk or similar tools a plus
• Ability to occasionally travel between Texas and California offices as needed

Preferred

• Experience building or standing up a Professional Services or operations function from scratch
• Hands-on background working within or managing across Helpdesk, Triage, Hardware, Field Services, and/or Service Calls functions in a managed services environment
• Familiarity with healthcare IT environments or experience supporting clients in compliance-sensitive industries
• Experience with ITIL, Agile, or other service delivery frameworks
• Bachelor’s degree or equivalent experience in Business, Information Technology, Operations Management, or a related field

What We Offer

• Comprehensive benefits package including medical, dental, and vision coverage
• 401(k) with company match after one year of employment
• Paid time off and company holidays
• Professional development support including certifications and training
• A rare opportunity to define and build a new function within a growing organization, with direct influence over how it scales

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.