Senior Manager, Managed Services
CurrentThe role of a Managed Services Operations Manager entails managing and coordinating the support engineers within the Managed Services Team. The Manager is responsible for ensuring that all client deliverables, such as upgrades, new installations, and migrations, are completed on time and to a high standard. The Manager must also provide team members training, coaching, and mentoring to ensure they have the necessary skills to meet all Managed Services requirements. Additionally, the position involves developing internal processes related to onboarding, ticketing, documentation, patch management, remote monitoring and management, and service delivery. The Manager must also provide technical support to the sales team when closing new business, including net new and existing client projects and opportunities. The Manager oversees and organizes existing service delivery offerings and corresponding technology, including managed helpdesk, network, backup, and cyber-security services. The Managed Services Manager consistently promotes a customer-first growth culture within the service department and serves as the top-level resource for service team members for escalations and help.
