IT Manager of Managed Services - Top Prospect Group : Job Details

Are you a dynamic leader with a passion for driving exceptional IT service delivery? Join our team as the Manager of Managed Services, where you'll have the opportunity to lead a talented team, shape cutting-edge solutions, and make a significant impact on client success.

FT Direct Hire or Contract to Hire

Hybrid in MA

$100-140K/year

Experience working for an MSP a plus, VMware, Active Directory, IT Management tools such as ConnectWise, Meraki, Aruba, manage multiple projects, Hands-On and Client Facing, LAN/WAN, network and Help Desk Manager

The IT Services Manager is responsible for overseeing the daily operations of the Managed Services department, ensuring the delivery of high-quality IT services to clients.

Key Responsibilities:

• Oversee the day-to-day operations of the Managed Services team, ensuring timely and effective service delivery to clients.
• Manage a team of IT professionals, including hiring, training, mentoring, and performance evaluations.
• Act as the main point of contact for escalated client issues, ensuring swift resolution and maintaining high levels of client satisfaction.
• Monitor service level agreements (SLAs) to ensure compliance and take corrective actions when necessary.
• Collaborate with sales and account management teams to understand client needs and develop customized solutions.
• Develop and maintain strong relationships with key clients, regularly reviewing their service requirements and identifying opportunities for additional services or improvements.
• Prepare and present regular reports on department performance, including service metrics, KPIs, and client satisfaction scores.

Qualifications:

• Bachelor's degree in Information Technology, Business, or related field.
• 5+ years of experience in IT service delivery or managed services, with at least 3 years in a management or supervisory role.
• Strong understanding of managed services, ITIL framework, and service delivery best practices.
• Excellent leadership and team management skills with the ability to inspire and motivate a team.
• Exceptional communication and interpersonal skills, with a focus on client relationship management.
• Strong analytical and problem-solving abilities.
• Experience with service management tools (e.g., ServiceNow, ConnectWise, Autotask).
• Ability to work effectively under pressure and manage multiple priorities.