Manager, Managed Services

Description

About ITS: 

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. 

Job Summary: 

The Manager, Managed Services has ownership of the customer service relationship between IT Solutions Managed Services and a portfolio of our clients in partnership with the client success Strategic Advisor. The Manager, Managed Services is responsible for being the voice of both the client to IT Solutions Managed Services Delivery and for Delivery to the client as it relates to our managed services. This role will direct first-line people leaders and will carry mentoring and management responsibilities. This role will be accountable for the overall performance of the service delivery team(s) within their assigned region, and for ensuring adherence to company processes and policies and driving attainment of company goals. 

Requirements

Key Success Metrics:  

• Service Delivery Team Performance (Ticket closers, SLO attainment, etc.) 
• Client satisfaction ratings 
• Number of client-initiated Delivery performance escalations 
• Client retention/churn 

 

Responsibilities:  

• Responsible for overseeing daily operations of assigned POD service desk team(s)  to ensure consistency in delivery experience. 
• Ensure staffing plans meet current and future client/business needs 
• Responsible for monitoring the task assignments by all direct reports to ensure performance objectives and Service Level Agreements are being met. 
• Serves as customer-facing representative for any escalations and is the accountable stakeholder for driving and pursuing resolution internally and delivering information to client. 
• Sustains proactive, comprehensive communication throughout active issues with customer to build and maintain trust. 
• Review service failures and confirm appropriate Problem Management actions are being developed and executed until completion. 
• Develop and maintain customized communication plans for each client. Specific deliverables to include and are not limited to the following:  
• Meeting Agendas  
• Meeting Minutes  
• Task Tracking  
• Escalation Tracking 
• Review client agreements as well as contracted scope commitments. 
• Ensure that all client records and required documentation are complete, accurate, and maintained throughout the duration of the contract. 
• Review service failures and confirm appropriate Problem Management actions are being developed and executed until completion. 
• Responsible for ensuring delivery team handles customer escalations with appropriate response and attention, while partnering with Client Strategy, and other teams to ensure coordinated client communication and support. 
• Responsible for working with other Service Desk Supervisors, Director and business operations team to develop, update, and deploy operational processes. 
• Develop operational reporting and implement action plans to achieve SLA/KPI targets. 
• Responsible for proactively reviewing overall shift performance and taking appropriate steps to meet Service Level Agreements 
• Completed initial incident review write-ups for escalations, and responds to all Client Flight Risk action items regarding operational performance or incident handling. 
• Analyzes team productivity, workload, tasks, procedural and system performance and provides technical analysis and recommendations for efficiencies  
• Responsible for directly managing Service Desk Teams. 
• Responsible for completing performance and personal objective reviews of direct reports 
• Responsible for conducting regular audits of CSAT and other performance data points to validate delivery quality and provide providing feedback and review of individual operational performance. 
• Submits individuals to operational leadership for performance based assessment and merit when appropriate. 
• Responsible for the hiring and performance management of all assigned positions. 
• Responsible for participating in weekly Operational Management review of ongoing escalations, process improvements and