Practice Lead, Managed Services

Bulletproof Solutions Inc•Moncton, NB

About The Position

Bulletproof is an award-winning IT, security, and compliance partner helping organizations operate with confidence. For more than 20 years, we’ve supported public and private sector organizations across North America and beyond with innovative, Microsoft-powered solutions that reduce risk, modernize environments, and drive real business outcomes. What sets us apart is our ability to deliver from strategy to execution. Customers choose Bulletproof as their one partner across IT, security, compliance, and managed services - from 24/7 SOC operations and managed IT to cloud transformation, governance, and professional services. Our impact is global, our work is industry-recognized, and our focus is practical, flexible solutions that work in the real world. At Bulletproof, technology matters but people come first. Our vision is to serve, secure, and empower the world through people and technology, one customer at a time. When you join Bulletproof, you join a team that values ownership, innovation, and meaningful impact while giving you room to grow alongside leaders in the industry. What we have to offer: Challenging Work - We love solving highly complex problems. Across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they're passionate about. Great People - We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success. Global Impact - As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large. Diversity, Equity and Inclusion - We celebrate each other’s differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen. Position Overview: The Practice Lead, Service Desk, is responsible for overseeing our Service Desk team in their day-to-day efforts as part of our Managed Services division. This includes linking company strategy with team efforts, ensuring team utilization, and ensuring that the members within their team are being adequately developed.

Requirements

Bachelor’s degree in Computer Science, or equivalent College Diploma or with equivalent experience.
Certifications on Microsoft Fundamentals for 365 or Azure, Networking (CISCO and Fortinet) or CompTIA+ will be a great asset.
Robust understanding of Bulletproof products, solutions, and services.
Working experience with ticketing systems such as Zen Desk, Service Now, or BNJ, as well as with Remote Management and monitoring systems.
Good understanding of the operation of infrastructure assets including CISCO, Fortinet, Barracuda, O365/Azure, VMware, ITSM and other tools used in our environments is required.
Capacity to monitor and review IT system logs, server security, and special services on servers.
Proven ability to lead complex troubleshooting and how and to whom to escalate the situation.
Managing the use of the support personnel to ensure customer programs are running efficiently.
Deep understanding to the point of being a subject matter expert of technical matters related to Managed Services/Professional Services.
Identify and resolve problems timely and efficiently.
Ensure timely action is taken to meet the needs of others.
Written and Oral Communication - Communicate clearly and persuasively both in writing and verbally.
Be a key player and operate well within the organization; consistently provide positive feedback to team members

Responsibilities

Defining services offered by team in alignment with strategic objectives.
Establishing the delivery of technical testing methodology with related processes and tools
Work on recruiting as needed by providing updated position profiles, interviewing, and selecting candidates.
Work closely with employees to perform goal setting and overall performance management tasks.
Manage and oversee team utilization and capacity individually and collaboratively within the service desk.
Define training plans for resources in alignment with department service delivery.
Align practice performance to the balanced scorecard for the Managed Services/Professional Services department – for shared success.
In addition to the above, maintain an individual chargeability rate of at least 65%
Responsible for all deliverables and quality produced by their practice.
Provide mentoring and training for team members.
Lead the team to ensure their growth and success in their career.
Maintaining a focus on employee retention.
Interface directly with managers, employees, clients, partners, and others to clearly define requirements and manage expectations.
Liaise with clients, taking time to understand clients’ evolving needs, developing the client relationship through effective communication and personal skills.
Assist the team with completing tasks as necessary to complete the projects successfully.
Perform account planning activities for larger clients/accounts, including attending re-occurring meetings to resource upcoming engagements based on client roadmaps proactively.
Communicate effectively with the global team in a fast-paced work environment.
Promote and practice company values while leading staff and nurturing a creative, innovative, and enjoyable work environment.
Ensure all documentation is created and updated as required.
All other duties as assigned.