Are you a dynamic leader with a passion for driving exceptional IT service delivery? Join our team as the Manager of Managed Services, where you'll have the opportunity to lead a talented team, shape cutting-edge solutions, and make a significant impact on client success.
FT Direct Hire
On Site in MA
$100-110K/year
Experience working for an MSP a plus, VMware, Active Directory, IT Management tools such as ConnectWise, Meraki, Aruba, manage multiple projects
The Help desk Manager is responsible for overseeing the daily operations of the Managed Services department, ensuring the delivery of high-quality IT services to clients.
Key Responsibilities:
- Oversee the day-to-day operations of the Managed Services team, ensuring timely and effective service delivery to clients.
- Manage a team of IT professionals, including hiring, training, mentoring, and performance evaluations.
- Act as the main point of contact for escalated client issues, ensuring swift resolution and maintaining high levels of client satisfaction.
- Monitor service level agreements (SLAs) to ensure compliance and take corrective actions when necessary.
- Collaborate with sales and account management teams to understand client needs and develop customized solutions.
- Develop and maintain strong relationships with key clients, regularly reviewing their service requirements and identifying opportunities for additional services or improvements.
- Prepare and present regular reports on department performance, including service metrics, KPIs, and client satisfaction scores.
Qualifications:
- Bachelor's degree in Information Technology, Business, or related field.
- 5+ years of experience in IT service delivery or managed services, with at least 3 years in a management or supervisory role.
- Strong understanding of managed services, ITIL framework, and service delivery best practices.
- Excellent leadership and team management skills with the ability to inspire and motivate a team.
- Exceptional communication and interpersonal skills, with a focus on client relationship management.
- Strong analytical and problem-solving abilities.
- Experience with service management tools (e.g., ServiceNow, ConnectWise, Autotask).
- Ability to work effectively under pressure and manage multiple priorities.