We are currently looking for a Director of Managed Services to work alongside our leadership team to build the foundation of a Managed Services department. Our end goal is to have a team capable of developing and implementing processes and procedures to provide world-class technical support to our customers and to generate increased revenue.
The essential duties of the position include:
Developing and implementing service policies, standards, and procedures to align with the company's goals.
Monitoring and evaluating the effectiveness, quality, and overall customer satisfaction with our technical support program.
Establishing, nurturing, and maintaining relationships with customers, partners, and vendors.
Analyzing and reporting on service metrics with defines SLAs and SLOs, driving service innovation, and ensuring compliance with relevant laws and regulations.
Analyzing custom feedback, performing root cause analysis, and developing corrective action plans.
Working closely with the Sales, Marketing, and Product Development teams to ensure our customers' needs are understood and met.
Collaborating with the IT team to resolve service issues promptly and effectively.
Planning and managing departmental budgets; hiring, training, coaching, and motivating subordinate staff.
The ideal candidate for this role will bring innovative ideas and know-how to the table, with the ability to lead and motivate a team of Service and Technical professionals. To be considered for the position, candidates must possess the following knowledge, skills, and abilities:
Must Have:
Minimum 5 years of leadership in a Managed Service Provider (MSP) .
A combination of technical, managerial, and interpersonal skills.
Education and experience in service operations.
Knowledge of Network Operations Center (NOC) preferred
Knowledge of private wireless networks preferred
Proficiency in service management tools, systems, and methodologies.
Strong problem solving, decision making, and analytical skills
Able to lead, inspire, and and communicate effectively with diverse teams and stakeholders.
A customer-oriented mindset that is quality focused and results driven.
A bachelor's or higher in business administration, engineering, computer science, or related field.