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 or Contract to Hire
Hybrid in MA
$100-140K/year
Experience working for an MSP a plus, VMware, Active Directory, IT Management tools such as ConnectWise, Meraki, Aruba, manage multiple projects, Hands-On and Client Facing, LAN/WAN, network and Help Desk Manager
The IT Services 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.
