Job Purpose
The Director of Managed Services will be responsible for the management of the entire technical services function of our Managed Services business; including all aspects of technical team management and project delivery. This role oversees the coordination, implementation and delivery of product installations, upgrades, configuration, interface/integration requirements and technical training to customers to meet customer success, financial, operational and quality goals. This individual will also be responsible for building strong ties with other departments within the company and with external partners to deliver services.
The Director will work closely with Management and the core Managed Services delivery teams to successfully define solutions and deployment requirements for our solutions. This individual will be required to build functional knowledge of our technologies and methodologies. This position manages a team of managers, technical project managers, technical consultants and 3rd party vendors.
Responsibilities:
- Lead a growing team of IT Support Consultants (Services Desk, System Admins, and Network Admins)
- Provide outstanding client service and contribute to sales volume growth; resolve customer requests and promote client retention
- Act as an advisor, consultant and thought leader for our clients and prospects and be responsible for delivering tailored solutions drawn from a variety of our established capabilities and service offerings
- Review and contribute to improving new processes, procedures or new product roll outs
- Contribute to the building of new resilient and repeatable service models and the continual development and enhancement of our existing offerings
- Be able to provide both hands-on and hands-off support and maintenance including, but not limited to, Active Directory, Azure, AWS, Office365, Citrix, RDS, Hyper-V, Nutanix, VMWare, Fortigate, Ubiquiti, Datto, Veeam, Microsoft Servers Office, RMM, SAN and NAS
- Lead or participate in due diligence in order to validate architected solutions
- Completion of all necessary management reports, including providing regular written progress updates within our opportunity tracker
- Participate in developing and maintaining our corporate standards
- Own and prioritize service improvement activities
- Define and measure various service metrics and key performance indicators associated to the delivery of our service offerings
- Support the development of relationships with customers and prospects including actively promoting Managed Services solutions
- Manage multiple vendor relationships
- Produce reports and review company metrics each week
- Provide technical assistance with computer hardware and software
- Resolve issues for clients via phone, in person, or electronically
- Recommend hardware and software services improvements
- Track customer issues and resolutions
Competencies:
- Strong service attitude and ethic; builds lasting customer relationships
- Strong leadership with demonstrable experience
- Ability to motivate, mentor and manage others
- Resilience with the ability to remain focused and calm under pressure
- Makes timely, correct decisions based on facts, reliably and consistently
- Strong ability to influence others
- Excellent written and verbal communication skills
- Excellent interpersonal skills with demonstrable customer presentation experience to varying levels of seniority
- Highly organized, with the ability to plan, and adapt based on external factors
- Commitment to quality standards and continuous improvement
- Extensive experience in customer / business interface communication - The ability to support a customer in the understanding of the ITIL framework and processes
Qualifications:
- 10 Years Experience or 5 years with a College Degree
- Experience having managed an elite high-performance support team
- Ideally performed a similar function for a Managed Service Provider
- Strong analytical and problem-solving skills
- Understanding of technology including cyber security
- Team player with a strong desire to learn particularly as it relates to new technologies
- A highly motivated self-starter
- Ability to work to tight deadlines in a fast-paced, delivery focused environment
- Ability to influence other individuals
- Ability to build rapport with clients
- Strong troubleshooting and critical thinking skills
- Positive and professional demeanor
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Work Conditions:
- Ability to work in both an independent and a team environment
- Ability to be flexible and successfully respond to multiple work pressures
- Ability to travel as needed to customer locations
- Office location is Baton Rouge, LA. Remote working is possible.
We offer a competitive compensation package; including stock options, employee stock purchase plan, Retirement Plan, full health and welfare benefits and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our fast-growing track of continuing success. Exigo is an Equal Opportunity Employer.
Job Type: Full-time