Associate Director, Managed Services

DelCor Technology Solutions • Silver Spring, MD

2d • Onsite

About The Position

We are seeking an Associate Director of Managed Services, a pivotal role in our Managed Services team. This position is key to leading and overseeing a team of about ten consultants, ensuring the highest level of client satisfaction and team performance. You will be instrumental in driving operational excellence, developing talent, and maintaining our high but fair standards.

Requirements

• At least 5 years of progressively responsible management experience.
• Capability to develop robust technology plans for diverse client sizes.
• Strong client relations and professional communication skills.
• Experience in working closely with senior management to enhance service quality and efficiency.
• A proactive management style with operational flexibility.
• Experience in developing, writing, and implementing best practice processes and procedures.
• Expertise in HaloPSA and NinjaRMM
• Ability to maintain up-to-date knowledge of current technologies.

Nice To Haves

• Service Delivery Management and ITIL certifications are a plus.

Responsibilities

• Overseeing and managing a team of managed services consultants.
• Ensuring optimal resource allocation and scheduling to meet client needs.
• Leading training and development initiatives for the team.
• Serving as an escalation point for client, technical, and staff issues.
• Monitoring team performance metrics and collaborating with HR on performance management.
• Conducting regular one-on-ones and quarterly check-ins with team members.
• Managing consultant schedules, including PTO and client visits.
• Analyzing client metrics, reporting trends, and making strategic recommendations.
• Ensuring adherence to KPIs, SLAs, and OLAs, and providing corrective coaching as needed.

Benefits

• 17 Days of PTO in the First and Second Years
• PTO Increased to 23 Days After Two Years
• 10 Federal Paid Holidays and 1 Floating Holiday
• Charity PTO Day
• 401k Savings Plan + Matching
• $35 Monthly Cell Phone Benefit
• $300 Work from Home Stipend for New Employees
• Health, Dental, and Vision Insurance
• Company-Sponsored HRA Plan
• Paid Parental Leave
• Mileage Reimbursement
• Professional Development and Certification Reimbursement and Recognition
• Employee Referral Program
• Short-Term and Long-Term Disability Costs Covered 100% by DelCor
• Employee Assistance Program
• Bereavement Leave
• Family and Medical Leave
• Optional Critical Illness, Accident and Injury, and Hospital Indemnity Benefits
• $25,000 Life Insurance Coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed