Manager, Managed Services

IT Solutions Consulting•Albuquerque, NM

About The Position

About ITS: Do you have the CHOPS ? IT Solutions lives its values: C lient Success is Our Success, H ungry for the Journey, O wnership Thinking, P assionate Problem Solving, and S urrender 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 client success 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 will direct first-line people leaders 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. Key Success Metrics: Service Delivery Team Performance (Ticket closers, SLO attainment, etc.) Client satisfaction ratings Number of client-initiated Delivery performance escalations Client retention/churn

Requirements

Strong oral and written communication skills
Effective time management and multi-tasking skills
Maintains the ability to stay organized and be detail-oriented
Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
Effective professional written and verbal communication using MS Word, MS Excel an MS PowerPoint
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
Thorough understanding of ITIL v 3 Foundation Service Management
Due to the nature of managed services, must be willing to be available for occasional non-traditional business hours work
Bachelor’s degree or equivalent experience and/or military experience
4+ Years of managing IT services client relationships

Nice To Haves

ITIL v3 Foundation, Six Sigma, PMP and any relevant technical certifications are a plus

Responsibilities

Responsible for overseeing daily operations of assigned POD service desk team(s) to ensure consistency in delivery experience.
Ensure staffing plans meet current and future client/business needs
Responsible for monitoring the task assignments by all direct reports to ensure performance objectives and 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 to client.
Sustains proactive, comprehensive communication throughout active issues with customer to build and maintain trust.
Review service failures and confirm appropriate Problem Management actions are being developed and executed until completion.
Develop and maintain customized communication plans for each client. Specific deliverables to include and are not limited to the following: Meeting Agendas Meeting Minutes Task Tracking Escalation Tracking
Review client agreements as well as contracted scope commitments.
Ensure that all client records and required documentation are complete, accurate, and maintained throughout the duration of the contract.
Review service failures and confirm appropriate Problem Management actions are being developed and executed until completion.
Responsible for ensuring delivery team handles customer escalations with appropriate response and 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 to develop, 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 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 Teams.
Responsible for completing performance and personal objective reviews of direct reports
Responsible for conducting regular audits of CSAT and other performance data points 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.