Director of Technical Services

Net at Work

92d • $140,000 - $190,000

About The Position

The Net at Work Managed IT Services Practice provides "Best in Class" service and support to national clients 24x7, under the guidance of the Director of Technical Services/Managed Services. As an effective hands-on leader, the Director of Technical Services/Managed Services is the operations problem solver and client evangelist, overcoming and avoiding the day-to-day obstacles to ensure smooth operations and an excellent experience. The Director of Technical Services/Managed Services has oversight of all services and customer interactions including SOW creation, project delivery, service desk, NOC operations, SOC, and field services. Working alongside these teams, the Director of Technical Services/Managed Services will have a pulse of our client’s infrastructure and proactively work with all stakeholders to ensure high quality and that the client’s expectations are exceeded. Aiding in the sales process, the Director of Technical Services/Managed Services will create and maintain a profitable services catalog. This role will support pre-sales and account management functions to identify, develop, and close successful profitable opportunities. The Director of Technical Services/Managed Services will have P&L responsibility against set targets around practice and agreement gross profit.

Requirements

• Demonstrated strong leadership and time management skills.
• Prior experience overseeing NOC, SOC, and/or Service Desk operations.
• 5+ years’ experience in Managed IT Services or consulting background with a record of delivering technical solutions and great client experience.
• Willingness to be hands-on and understand when to zoom in or zoom out to solve problems.
• Ability to learn and adapt quickly, keeping on top of industry news and trends.
• Ability to communicate with tact and diplomacy in high-stress situations.
• Meticulous and detail oriented.
• Obsess with documentation and time management.
• Demonstrated ability to build robust processes and procedures.
• Strong business and technical acumen.
• Willingness to travel periodically.

Nice To Haves

• Prior experience managing P&L.
• Prior experience with pre-sales activity, client budgeting, and building technical road maps.
• Experience with EOS methodology.
• Bachelor’s degree and recent industry certifications.

Responsibilities

• Own P&L responsibility for the practice as a whole, project engagements, and client agreements.
• Operate with a sense of urgency, accountability, and ownership.
• Direct and manage the overall and day-to-day business execution of client projects to ensure quality work products, solutions, and deliverables.
• Manage relationships with clients, maintaining frequent and direct contact with client staff and senior-level executives.
• Identify and implement techniques to improve engagement productivity, increase efficiency, mitigate risk, resolve issues, and achieve cost savings for our clients.
• Routinely present to executive leadership updates that include practice performance, risk, client health, and initiative progress.
• Proactively seek/create opportunities to participate in client interactions to ensure the highest levels of customer satisfaction are achieved.
• Ensure project deliverables exceed client expectations.
• Develop and maintain positive relationships with key client/partner/stakeholders to ensure effective communication channels exist and client/partner satisfaction is achieved.
• Implement communication strategies with clients to effectively promote team accomplishments and review project status/delivery milestones on a regular basis.
• Ensure a high degree of client satisfaction and retention by leveraging CSAT, NPS, and client QBR meetings.
• Develop an in-depth understanding of client business needs and position yourself as a key decision-making partner.
• Oversee projects to meet or exceed parameters of project scope, timeline, and gross profit.
• Oversight of 24x7 operations that are led by team leads, including NOC, SOC, and Service desk.
• Oversight of the project management engineering and shared services PMO including SOW construction and ensuring projects are held within scope, budget, and schedule targets.
• Promote value billing and efficiency in service delivery.
• Oversight of timesheet and documentation management, ensuring individual utilization exceeds targets.
• Act as an escalation point for clients and team members.
• Establish and maintain relationships with third-party vendors.
• Report project status and other relevant business metrics to senior management on a regular basis.
• Oversee achievement of several scorecards and key performance indicators directly or through collaboration with other roles in services, sales, and marketing.
• Capacity and personnel management; including hiring, utilization, and development.
• Effectively build, develop, and manage a team of in-house and 3rd party consultants at client site(s).
• Regularly perform 1:1s with direct reports to provide feedback and coaching.
• Partner with senior management to provide career path planning and coaching to ensure job satisfaction and professional growth.
• Maintain a low attrition rate and promote high team morale.
• Partner with senior management to facilitate placement/allocation of consultants and project staff.
• Complete annual performance reviews and informal/formal performance review processes and relevant feedback as needed.
• Accessible, collaborative, and hands-on when needed for team members, managers, and peers.
• Lead regular team meetings to celebrate wins and provide updates on metrics and initiatives.

Benefits

• Base salary range: $140,000 to $190,000.
• Eligible for a bonus in accordance with the terms of the Company's plan.
• Health and Welfare (Medical, Dental, Vision)
• Accident, Critical Illness, and Hospital Indemnity
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Short- and Long-Term Disability Insurance
• Flexible Spending Accounts
• Transportation and Parking Accounts
• Health Savings Accounts (with company contribution)
• Retirement Planning (401k with matching contribution)
• Legal Benefits
• Identity Theft Protection
• Pet Insurance
• Wellness Program Offerings
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
• 8 Paid Holidays per year, including 1 floating holiday.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees