Director, Service Operations - SPS

UDT is a national technology solutions provider that modernizes, connects, secures, and manages technology environments for commercial enterprises, state and local governments, and educational institutions. The trusted advisor to many of the nation’s top K-12 school districts and corporate leaders across a spectrum of industries including hospitality, health care, financial services and more – UDT offers one of the most robust suites of customizable, end-to-end technology solutions in the industry. With a portfolio that spans IT managed services, endpoint lifecycle solutions, cybersecurity, networking, computing, cloud, connectivity, and voice services, UDT helps clients align technology with their most important business priorities – empowering insight-driven IT strategies that accelerate innovation, streamline costs, and reduce risk. Founded in 1995 and headquartered in Miramar, Florida, UDT has more than 400 professionals nationwide and growing operational facilities in Florida, Tennessee, Texas, and South Carolina. For more information, visit udtonline.com. This position is remote. Must live in one of the following states: **Florida, Georgia, North Carolina, South Carolina, Texas, Tennessee, Arkansas, Missouri** **Director, Service Operations – SPS** The Director of Service Operations for the SPS Division will lead critical customer-facing, compliance, pricing, and sales operations functions that support revenue growth, customer retention, operational accuracy, and service excellence. This role will serve as the primary owner of SPS Category 1 E-Rate operations, support pricing strategy and bid response activity, improve sales operations processes, and help ensure a seamless transition of key responsibilities while protecting customer trust and institutional knowledge. **E-Rate Program Ownership and Compliance** Serve as the company’s SPS Category 1 E-Rate compliance lead and primary customer advocate for E-Rate matters. Assume day-to-day responsibilities previously managed by April, including ownership of Form 471 filings, approval monitoring, customer support, compliance tracking, and related E-Rate activities. **Responsibilities:** - Review and support Form 470 activity and related RFP requirements. - Own Form 471 filings, tracking, approval monitoring, and customer follow-up. - Assist customers with PIA-related matters, as allowed under E-Rate rules. - Support customers with denials, corrections, and related E-Rate issues. - Coordinate customer filing of Form 486 for start of service. - Coordinate annual SPAC filings for each SPIN. - Support responses to USAC audits and compliance reviews. - Provide E-Rate training and guidance to customers and internal teams. - Support Sales and Marketing with E-Rate compliance, best practices, events, website materials, and customer-facing communications. - Work with customer consultants and outside resources, including Bob Richter or Gina Spade, when directed by the customer or business need. - Coordinate with the State of Tennessee and the State E-Rate Coordinator’s office on E-Rate issues, training, and TEBC contract reporting. - Monitor E-Rate program updates and communicate changes to UDT teams and customers. - Develop working knowledge of USAC tools, including Open Data and EPC, to monitor customer activity, funding progress, and sales opportunities. - Provide limited Category 2 support for basic compliance and tracking matters, including contracts, renewals, Form 486 tracking, and coordination with outside resources as needed. **Pricing and Bid Support** Continue supporting Bid Response Data pricing and collaborate closely with Rex to ensure proposals are accurate, competitive, compliant, and aligned with margin expectations. **Responsibilities:** - Support SPS sales teams in managing and evolving pricing options based on customer needs, E-Rate requirements, and available contract vehicles. - Assist the voice team with pricing matters, including new service pricing and price…