Manager, Managed Services

Description

About ITS:

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of the fastest-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

Job Summary:

The Manager, Managed Services has ownership of the customer service relationship between IT Solutions Managed Services and a portfolio of our clients as well as with the associated Strategic Advisor. The Manager, Managed Services is responsible for being the voice of both the client to IT Solutions Managed Services Delivery and for Delivery to the client as it relates to our managed services. This role must ensure alignment of the services we are providing and associated communication with the associated IT Solutions Strategic Advisor and regional leadership. It includes taking an end-to-end view of the services and seeking to be proactive in the continuous improvement of the services being provided.

The Manager, Managed Services is expected to continually develop and strengthen the associated external and internal relationships. The goal drive high client satisfaction though joint partnerships with the client and the associated IT Solutions teams and individuals through the SDM’s proactive and personable interactions.

Key Success Metrics

• Client satisfaction ratings
• vCIO feedback on the SDM and associated client relationship
• Delivery leadership feedback on the SDM and associated client relationship
• Number of client-initiated Delivery performance escalations
• Client retention/churn
  
  

Responsibilities:

• Responsible for managing daily operations of assigned POD service desk teams.
• Responsible for ensuring shift turnover is completed and reviewed at the start of each shift.
• Responsible for managing IT ticket system and overseeing ticket assignment, prioritization and resolution status for team.
• Responsible for monitoring the task assignments by all direct reports to ensure performance objectives and Service Level Agreements are being met.
• Provide proactive, regular status reporting to SDM and Director, Service Delivery to keep them informed about issues, impediments, escalations and necessary resources.
• Serves as initial operational management escalation point for any necessary internal or external issues, to be engaged when operations require customer-facing representation along with SDM.
• Responsible for notifying the SDM and Director, Service Delivery of any strategic escalations or outages based on the operations escalation process.
• Responsible for ensuring delivery team handles customer escalations with appropriate response and attention, while partnering with SDM, Client Strategy, and other teams to ensure coordinated client communication and support.
• Responsible for working with other POD Managers and Director, Service Delivery to develop and update operational processes.
• Develop operational reporting and implement action plans to achieve SLA/KPI targets.
• Responsible for proactively reviewing overall shift performance and taking appropriate steps to meet Service Level Agreements
• Completed initial incident review write-ups for escalations, and responds to all Client Flight Risk action items regarding operational performance or incident handling.
• Analyzes team productivity, workload, tasks, procedural and system performance and provides technical analysis and recommendations for efficiencies
• Responsible for directly managing Service Desk Technicians/Engineers.
• Responsible for completing performance and personal objective reviews of direct reports
• Responsible for conducting regular audits of calls and tickets in order to validate delivery quality and provide providing feedback and review of individual operational performance.
• Submits individuals to operational leadership for performance based assessment and merit when appropriate.
• Responsible for the hiring and performance management of all assigned positions.
• Responsible for participating in weekly Operational Management review of ongoing escalations, process improvements and other staffing discussions.
  
  

Requirements

Knowledge, Skills, and Abilities:

• Strong organizational skills
• Meticulous in the management of issues, risks and commitments
• Basic IT Solutions Managed Services tool usage, especially report generation (ConnectWise)
• Strong personal influence skills
• Strong negotiations skills
• Strong rapport and relationship building skills with both internal individuals and external clients. Must be an effective communicator in difficult client situations
• Solid understanding of the technologies being managed by IT Solutions for the client
• Solid understanding of how delivery provides the management services
• Due to the nature of managed services, must be willing to be available for occasional non-traditional business hours work
  
  

Experience

• Bachelor's Degree, or equivalent level of experience in related field
• 4+ Years of managing IT services client relationships
• ITIL v3 Foundation, Six Sigma, PMP and any relevant technical certifications are a plus
  
  

Compensation Package

ITS offers a full benefits package, including:

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and exams
• Performance-based bonuses
• Travel reimbursement
  
  

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.