United States onlyThe Manager, Services is responsible for the performance and delivery of their assigned team within Managed Services. The role requires consistent and transparent feedback, attention to detail, and high standard of organization and communication in the delivery of support and projects.
Essential Duties
- Accountable for managing service delivery of the assigned team to include performance reviews and reporting
- Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensures the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
- Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base
- Ensures and monitors that processes are in place to proactively protect consistent service quality through rigorous management of change control, problem management and configuration management
- Ensures engineers are scheduled and trained to meet both existing and new business demand
- Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Constantly improves the quality and teamwork of the Managed Services department to ensure a seamless delivery of service for customers
- Motivates, develops and mentors Managed Services team members
- Champions teamwork and knowledge sharing
- Provides scoping support to new business opportunities
- Takes an active role in demonstrations and customer visits
- Personnel scheduling and hiring needs
- With the continuous growth in the practice group, the processes need to be regularly reviewed and assessed for that expansion
- Review incidents with other managers, Engineers and Account Executives working to resolution
- Provide input on expansion, hiring, terminations, and technologies supported by team
- Provide input on professional development plans to further develop team members
- Collaborate with peers across Managed Services Practice
Knowledge, Skills, and Abilities
- 3-5 years in a people management role
- Fundamental knowledge of Microsoft M365 Platform, Microsoft Azure, Cisco Network Concepts, ServiceNow, Monitoring Tools
- ITIL Foundations Certification
- Client interactions will be required
- Attention to detail and sense of ownership
- Accountability to drive resolution to completion
- Strong problem-solving skills and attention to detail
- Excellent communication and interpersonal skills
- Ability to work effectively both independently and as part of a team
- Management experience in an MSP environment or IT environment
You'll love working at Core BTS not just for the usual benefits, but for our environment and culture!
You'll work with a great group of people in a highly collaborative team and results oriented atmosphere.You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle.You’ll work with large, sophisticated, and progressive clients throughout North America.
We provide a comprehensive benefits program including: Health, Vision, and Dental Insurance, Life Insurance, Health/Dependent Care Flexible Spending, 401(k) Plan, Short-Term and Long-Term Disability Coverage, Generous Vacation and Flex Time Off Programs, Company Paid Holidays, and Training and Development Opportunities.
Notices
The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. Core BTS is proud to be an Equal Opportunity/Affirmative Action employer.Core BTS will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance. If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to [email protected].
