What are the responsibilities and job description for the Manager, Managed Services position at IT Solutions Consulting?
Description
About ITS:
Are you ready to be a part of something extraordinary? IT Solutions is a Managed Service Provider specializing in proactive and strategic IT support for small to mid-market businesses—but we’re more than that—we're a passionate team of problem solvers dedicated to making an impact on our diverse clientele and within the IT industry. With over 25 years of experience, we are a nationally recognized leader in the IT space, which we’ve earned through prioritizing client success, ownership thinking, and passionate problem-solving. At IT Solutions, you’ll experience a world of innovation and opportunity backed by a regionally recognized employer.
Job Responsibilities:
ITS offers a full benefits package, including:
About ITS:
Are you ready to be a part of something extraordinary? IT Solutions is a Managed Service Provider specializing in proactive and strategic IT support for small to mid-market businesses—but we’re more than that—we're a passionate team of problem solvers dedicated to making an impact on our diverse clientele and within the IT industry. With over 25 years of experience, we are a nationally recognized leader in the IT space, which we’ve earned through prioritizing client success, ownership thinking, and passionate problem-solving. At IT Solutions, you’ll experience a world of innovation and opportunity backed by a regionally recognized employer.
Job Responsibilities:
- Lead, manage and accountability (LMA)
- Provide support for all information technology products and services. Support may include answering questions, troubleshooting problems, teaching, or instructing users regarding software or hardware functionality and communicating policy.
- Provide outstanding customer service to internal staff and locations.
- Oversee one or more Pods: manage IT ticket system and IT Support team with the assignment, prioritization, escalation, documentation, and resolution of all support tickets and related requests.
- Create, maintain, and update documentation, policies, and procedures.
- Work with department leadership to create, document and implement Change Management process(es)
- Oversees and assures the quality and quantity of workflow.
- Routinely reviews client calls for Help Desk members. Provide constructive feedback or training as necessary.
- Create documentation and status reports.
- Analyzes team, procedural and system performance and provides technical analysis and recommendations.
- Monitor and report on helpdesk tasks and productivity.
- Communicate and collaborate with other areas of IT to find solutions to unique problems.
- Evaluates workload and assigns resources.
- Administer BrightGauge by creating and maintaining dashboards and gauges
- Administer ConnectWise Manage and ConnectWise Sell
- Administer CloudRadial client portal
- Assist with compliance needs
- Help create ‘automated’ employee onboarding and become secondary trainer for new team members
- Additional duties as assigned
- Bachelor's degree in Computer Science, Systems Engineering or similar with minimum of 6-8 years’ experience in the technology field preferred. Equivalent experience considered.
- Minimum 4 years’ experience in supervisory/management role
- MSP Experience
- Experience with troubleshooting PC’s & Hardware
- Experience with BrightGauge administration and reporting
- Experience with ConnectWise Manage and Sell administration
- Demonstrated experience leading teams or providing technical oversight to a team
- Ability to communicate technical concepts to technical and non-technical audiences
- Analytical and problem-solving skills
- Excellent organization and interpersonal skills
- Understanding of ITIL or certification
- Industry certifications (Microsoft, Cisco, Project Management, A )
ITS offers a full benefits package, including:
- Rich Medical and prescription plans
- Dental & Vision
- Paid Holidays and Paid Time Off
- 401K/401K Roth with Safe Harbor matching
- Stock Appreciation Rights
- Company-paid life insurance, long-term and short-term disability insurance
- Company-paid mental health support & financial wellness services
- FSA for medical and dependent care
- HSA option with compatible medical plan
- Company-paid training, materials, and exams
- Performance-based bonuses
- Travel reimbursement
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