Managed Services Provider (MSP) experience is a MUST.

Overview

Manage the service delivery team’s daily activities as well as the dispatch process of service requests.

We expect you to take an active role in ensuring your team completes their tasks in a timely and efficient manner, by delivering the best solution with the highest level of service to our clients in an efficient manner.

You will ensure that your team is implementing best practices that you and the management team will design and implement.

You will act as an escalation point for your team when they encounter an issue that they cannot solve.

You will guide/mentor your team in solving a problem, or solve the problem yourself, if needed.

Provide excellent customer service to our clients.

You will be speaking to our clients daily and will be seeing service requests come in from them as well; therefore, having an upbeat, positive relationship with them is tantamount to your success.

We expect you to keep our clients updated on the progress of the work you are performing for them and explain the work you are doing in laymen’s terms, so they understand.

You will be required to know each of our clients – their personnel and their infrastructure.

Provide accurate reports and metrics to company management.

You will provide reports based upon industry standard KPI’s to management which will be used to measure the success of the team.

You will also be required to report on the status and budget of ongoing projects and agreements.

You must be a detail-oriented person who ensures that the task you’re assigned is done the right way, without any missing pieces.

Maintain current customer network documentation. You will ensure that the team is continuously updating and maintaining client documentation.

Provide technical leadership on configuration of solutions as well as provide functional and technical expertise to client base as necessary.

Key Responsibilities:

• Oversee daily operations of the service department and ensure alignment with business objectives.
• Enhance service delivery standards and implement best practices in IT service management.
• Develop and manage the operational budget, ensuring cost-effectiveness and resource optimization.
• Lead, mentor, and develop a team of IT professionals, fostering a culture of high performance and continuous improvement.
• Drive critical decision-making processes and solve complex operational issues to improve client satisfaction.
• Maintain strong relationships with clients and stakeholders through excellent communication and listening skills.
• Motivate the team to achieve peak performance and excellence in all aspects of service delivery.

Qualifications:

• Proven experience in managing IT service operations in a managed services environment.
• Strong leadership and team management skills, with a proven track record of mentoring and motivating teams.
• Exceptional communication, interpersonal, and organizational skills.
• Demonstrated ability in critical thinking, problem-solving, and making strategic decisions.
• Budget-conscious with a strong sense of urgency and excellent time management abilities.
• Bachelor’s degree in business administration, IT, or a related field; Master’s degree preferred.