Manager - Managed Services at The Judge Group Inc. in New York, New York

Job Description:

Location: REMOTE

Salary: $155,000.00 USD Annually - $180,000.00 USD Annually

Description:

Job Title: Manager, Managed Services


Location: Remote from Phoenix, Denver or Albuquerque



Job Type: Full-time


Key Responsibilities:



Team Leadership:

• Supervise and mentor a team of medium and senior network engineers.
• Provide guidance, support, and professional development to team members.
• Lead team meetings to discuss project updates, issues, and improvements.
• Manage team performance, ensuring quality standards are met consistently.
• Ensure that team members are properly trained and have access to the latest tools and resources for effective problem resolution.

Client Relationship Management:

• Ensure that client service requests are handled promptly, professionally, and to the highest standards.
• Act as the primary point of escalation for client issues, resolving complex service concerns.
• Build and maintain strong, long-lasting relationships with clients by delivering exceptional customer service.

Operational Management:

• Oversee the daily operations of the MSP team, ensuring that IT services are delivered on time and within scope.
• Monitor team workload, ensuring resources are appropriately allocated and service levels are maintained.
• Manage service delivery performance metrics (SLA adherence, resolution times, etc.) and report to senior leadership.
• Drive improvement in the monitoring and management toolsets.

Process Improvement & Strategy:

• Identify opportunities for process improvements to streamline service delivery, increase efficiency, and reduce costs.
• Collaborate with senior management to develop and execute strategic plans for service offerings and team growth.
• Implement best practices for IT service management (e.g., ITIL methodologies) within the team.

Reporting & Documentation:

• Maintain accurate records of team activities, client interactions, and service outcomes.
• Prepare regular reports for senior management on team performance, client satisfaction, and operational metrics.

Qualifications:



Experience:

• At least 5-7 years of experience in an IT support role, preferably in an MSP environment.
• At least 1-2 years of experience directly managing engineers, preferably in an MSP environment.
• Strong understanding of IT systems, network management, security, and monitoring and management toolsets.
• Proven experience managing teams, with a focus on coaching, mentoring, and driving performance.
• Experience working with ITIL frameworks or other service management methodologies.

Skills:

• Excellent communication and interpersonal skills, with the ability to engage with both technical and non-technical clients.
• Strong problem-solving abilities and a proactive approach to troubleshooting.
• Ability to prioritize and manage multiple tasks and deadlines in a fast-paced environment.
• Strong knowledge of service management tools (e.g., ServiceNow) and monitoring and management platforms (e.g., LogicMonitor, Bomgar).

Certifications:

• ITIL Foundation or similar service management certification is preferred.
• Cisco or Palo Alto certifications (active or expired) are a plus.

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Contact: dkellogg@judge.com


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