Director, Technical Services en UDT

UDT is a leading technology enabler, dedicated to empowering businesses across major industries with innovative solutions. We specialize in evaluating, architecting, securing, and managing technology—whether it's on the go, in the rack, or in the cloud. Our comprehensive offerings include technical, professional, cybersecurity, and managed services, ensuring that our clients are equipped with the tools and expertise needed to thrive in today's fast-paced digital landscape.

This position is located in Tampa, FL

Director, Technical Services

The Director of Technical Services will serve as the senior operational leader overseeing all facets of technology infrastructure support for a large, county-wide K–12 school district in Tampa, Florida. This includes end-to-end management of the Network, Wireless, Network Operations Center (NOC), and Field Services teams. The Director will be responsible for ensuring proactive monitoring, rapid incident response, technical excellence, team development, and stakeholder communication.
 
 This leadership role will champion a service-oriented culture while maintaining operational discipline across dispatch, time and attendance, performance coaching, and strategic alignment with district IT goals. The Director will act as the primary escalation point and liaison to both internal stakeholders and district leadership, reporting regularly on performance, service levels, and operational trends.

Key Responsibilities

Operational Leadership

• Lead, develop, and manage a multidisciplinary team of network engineers, wireless technicians, NOC analysts, and field support technicians.
• Ensure 24x7 monitoring coverage and proactive issue detection via SolarWinds and other tools.
• Direct response activities for all network and infrastructure incidents, ensuring swift and effective resolution to minimize impact on school operations.
• Serve as the final escalation point for critical outages or customer-impacting issues, driving root cause analysis (RCA) and corrective actions.

Strategic Execution

• Develop and enforce standard operating procedures (SOPs), escalation paths, and service level objectives (SLOs).
• Oversee dispatch and field tech coordination across hundreds of school sites, ensuring response times meet or exceed SLAs.
• Monitor and optimize technician productivity, schedule adherence, and time tracking compliance.
• Foster a continuous improvement mindset, leading initiatives that enhance uptime, automation, and customer satisfaction.

People & Performance Management

• Coach, mentor, and supervise frontline leaders and technical teams to build a high-performance culture.
• Conduct regular one-on-ones, performance evaluations, and career development planning.
• Identify training needs, deliver skill-building plans, and promote knowledge sharing across teams.
• Lead succession planning and talent retention initiatives aligned with UDT’s core values.

Stakeholder Engagement & Reporting

• Own the monthly executive status reporting process for customer stakeholders.
• Deliver insights on service health, major incidents, risk areas, and improvement plans using data-driven KPIs.
• Collaborate closely with the VP of Customer Experience, project management, and sales teams to align operational execution with customer goals.
• Champion the voice of the customer, ensuring service delivery evolves to meet the needs of an educational environment.

Qualifications & Experience

• 5+ years of leadership experience in technical operations, infrastructure, or managed services.
• Proven experience managing large teams in a 24x7 operational environment, ideally supporting distributed or public sector clients.
• Deep familiarity with network monitoring platforms (e.g., SolarWinds, UDTPulse), incident response frameworks, and service desk tools (e.g., ConnectWise, MSPBots).
• Demonstrated ability to manage remote, hybrid, and field-based teams with consistent standards of excellence.
• Track record of delivering KPI-based reporting, service quality improvements, and technical mentorship.

Preferred Qualifications

• Experience supporting K–12 school districts or other education-focused IT environments.
• Hands-on understanding of telecom, fiber infrastructure, firewalls, VoIP systems, and patching practices.
• Strong executive communication skills with the ability to convey technical information to non-technical stakeholders.
• ITIL Foundation certification; additional credentials (e.g., Microsoft, CCNA, Network+, Security+) are highly desirable.

Education

Bachelor’s degree in Information Technology, Engineering, or Business Administration required.

Travel & Working Conditions

• Fully onsite at the county’s centralized Network Operations Center.
• Must be able to sit or stand for extended periods and lift to 25 lbs. occasionally.

Technical areas the Director of Technical Services will lead over

• Core Network Engineer Skills:
• General: Network Virtualization, IOS layer, DHCP, DNS, TCPIP, UDP, FTP, SFTP, ICMP
• Routing: Routing protocols including Static, RIP, EIGRP. L3 VPN, Failover and load balancing
• Switching: L2 and L3 switching, Layer 2 technologies including MPLS, SDWAN. L2 VPN, Tunneling, VLAN, VTP, STP, RSTP, Port security, EtherChannel

1. Wireless: Merki Wireless Technologies
2. Firewall/Security: NAT, Access lists, Security Policies, Cisco ASDM, Fail over and Load balancing, Authentication technologies, IPS and IDS, Network traffic analysis
3. Maintenance: QOS, IOS upgrades
4. Core Systems Engineer Skills:
   1. General: Windows, AD, DHCP, DNS,Office 365, Virtualization, wireless, TCPIP, IOS layer
   2. Virtualization: Azure, Vmware, AWS, VDI's
   3. Cloud Technologies: Azure, AWS
   4. Operating Systems: Windows Server, Linux, IOS
   5. Mail Technologies: Exchange, Office 365 (Including Teams) 
   6. Storage: Nimble, Dell EMC, NetAPP
   7. Database: Microsoft SQL
   8. Backups Technologies: Veeam, Rubrick, Azure backups, Carbonite, N2WS (AWS), Avamar (Dell), Datto, Wasabi

What UDT offers you

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization. UDT’s Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1^st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and flexible time off options.

Join us and be part of an inclusive, energizing, and collaborative environment.  UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status