Lead, Managed Services Delivery

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 a fast-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 in partnership with the clientsuccessStrategic Advisor. The Manager, Managed Servicesis responsible forbeing 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 will direct first-linepeopleleaders and will carry mentoring and management responsibilities. This role will be accountable for the overall performance of the service delivery team(s)within their assigned region, and for ensuring adherence to company processes and policies and driving attainment of company goals.Location:This role will manage teams operating in Mountain and Pacific Time Zones. To support effective collaboration and overlap with team working hours, candidates located in the Western United States are preferred.Requirements: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 a fast-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 in partnership with the clientsuccessStrategic Advisor. The Manager, Managed Servicesis responsible forbeing 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 will direct first-linepeopleleaders and will carry mentoring and management responsibilities. This role will be accountable for the overall performance of the service delivery team(s)within their assigned region, and for ensuring adherence to company processes and policies and driving attainment of company goals.Location:This role will manage teams operating in Mountain and Pacific Time Zones. To support effective collaboration and overlap with team working hours, candidates located in the Western United States are preferred.Requirements:Key Success Metrics:Service Delivery Team Performance (Ticket closers, SLO attainment, etc.)Client satisfaction ratingsNumber of client-initiated Delivery performance escalationsClient retention/churnResponsibilities:Responsible for overseeing daily operations of assigned POD service desk team(s)to ensure consistency in delivery experience.Ensurestaffing plans meet current and future client/business needsResponsible formonitoringthe task assignments by all direct reports to ensure performanceobjectivesand Service Level Agreements are being met.Serves as customer-facing representative for any escalations and is the accountable stakeholder for driving and pursuing resolution internally and delivering information toclient.Sustains proactive, comprehensive communicationthroughoutactive issues withcustomerto build andmaintaintrust.Review service failures and confirmappropriate ProblemManagement actions are being developed and executed until completion.Develop andmaintaincustomized communication plans for each client. Specific deliverables to include and are not limited to the following:Meeting AgendasMeeting MinutesTask TrackingEscalation TrackingReview client agreements as well as contractedscopecommitments.Ensure that all client records andrequireddocumentation are complete,accurate, and maintained throughout the duration of the contract.Review service failures and confirmappropriate ProblemManagement actions are being developed and executed until completion.Responsible for ensuring delivery team handles customer escalations withappropriate responseand attention, while partnering with Client Strategy, and other teams to ensure coordinated client communication and support.Responsible for working with other Service Desk Supervisors, Director and business operations team todevelop, update, and deploy operational processes.Develop operational reporting and implement action plans to achieve SLA/KPI targets.Responsible for proactively reviewing overall shift performance and takingappropriate stepsto meet Service Level AgreementsCompleted initial incident review write-ups forescalations, andresponds to all Client Flight Risk action itemsregardingoperational performance or incident handling.Analyzes team productivity, workload, tasks, procedural and system performance and provides technical analysis and recommendations for efficienciesResponsible for directlymanagingServiceDesk Teams.Responsible for completing performance and personal objective reviews of direct reportsResponsible for conducting regular audits of CSAT and other performance data points tovalidatedelivery quality andprovide providingfeedback and review of individual operational performance.Submits individuals to operational leadership forperformance basedassessment and merit whenappropriate.Responsible for the hiring and performance management of all assigned positions.Responsible forparticipatingin weekly Operational Management review of ongoing escalations, processimprovementsand other staffing discussions.Knowledge, Skills, and Abilities:Strong oral and written communication skillsEffective time management and multi-tasking skillsMaintains the ability to stay organized and be detail-orientedDemonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellenceExceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environmentEffective professional written and verbal communication using MS Word, MS ExcelanMS PowerPointMeticulous in the management of issues,risksand commitmentsBasic IT Solutions Managed Services tool usage, especially report generation (ConnectWise)Strong personal influence skillsStrong negotiations skillsStrong rapport and relationship building skills with both internal individuals and external clients. Must be an effective communicator in difficult client situationsSolid understanding of the technologies being managed by IT Solutions for the clientSolid understanding of how delivery provides the management servicesThorough understanding of ITIL v 3 Foundation Service ManagementDue to the nature of managed services, must be willing to be available for occasional non-traditional business hours workExperience:Experience:Bachelor's degree or equivalent experience and/or military experience4+ Years of managing IT services client relationshipsITIL v3 Foundation, Six Sigma, PMP and any relevant technical certifications are a plusCertificates, Licenses, Registrations:NoneCompensation Package:This position is eligible for a base salary ($70,000 - $90,000 USD annually) plus bonus.ITS offers a full benefits package, including:Rich Medical and prescription plansDental & VisionPaid Holidays and Flexible Paid Time Off401K/401K Roth with Safe Harbor matchingStock Appreciation RightsCompany-paid life insurance, long-term and short-term disability insuranceCompany-paid mental health support & financial wellness servicesFSA for medical and dependent careHSA option with compatible medical planCompany-paid training, materials, and examsPerformance-based bonusesIT 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.J-18808-Ljbffr