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Managed Services Manager
Ref No.: 19-00048
Location: Maryland

PURPOSE

The MSC Manager is responsible for the continued development of the overall vision and architecture for the Managed Services Center, a department that focuses on delivery of service, maintenance and warranty, and monitoring contracts held with our customers.  The MSC involves and covers all aspects of technology solutions, including Wireless, AV, Security, and Network Infrastructure.

The MSC Manager is charged with creating and cultivating an organization that:

  • Understands the value of Day 2 programs for creating customers for life.
  • Understands the value of driving reoccurring revenue and profitability to the Corporation.

 

RESPONSIBILITIES

  • Lead the Managed Service Center, set directives, assist driving cohesive support.
    • Work with all levels of the business to proactively deliver world class customer experience.
    • Manage the performance of a Level 1 Managed Service Center, while holding multiple business units accountable for Tier 2/3 of their technologies.
    • Provide pre-sales support to the Account Executives to assure proper information is gathered to allow for an effective evaluation of maintenance / monitoring opportunities.
    • Assist with customer interactions such as sales and onboarding.
    • Provides thought leadership (e.g marketing collateral, messaging, articles).
  • Ownership of service, ticketing platform and its success.
    • Involved in initiatives around tools, processes, and personnel.
    • Ensure SLAs are adhered to and tickets are triaged, and customers are updated in a timely fashion.
    • Focus on driving efficiencies through improving processes and implementing automations and standard operating procedures to reduce the cost of delivery and improve the Customer's experience.
    • Responsible for ensuring the staff is meeting and exceeding expectations in regard to performance and meeting defined metrics/benchmarks.
  • Provide data and reporting to management.
    • Develop strategies for improvement in service delivery channel, review survey feedback to improve services, tools and support experience. and monitor and manage all service needs.


DIMENSIONS

  • Professional and highly organized, and effective with personal time management
  • Understands critical importance of customer service
  • Working knowledge of the technologies supported by the organization.
  • Understands estimating of all aspects of a maintenance life-cycle.
  • Proactive and professional communication skills.  Ability to communicate in a direct, concise manner in both verbal and written interactions.  Proactive and professional communication with internal and external customers.  Can effectively present and interact with senior executives as needed.
  • Advanced technical writing skills
  • Ability to manage expectations of internal and external customers, and keep them informed
  • Team player with ability to develop effective working relationships with others as needed for high performance in the position as a key contributing member
  • Ability to influence others to take action
  • Proactive and results-oriented
  • Versatile in performing different tasks; very resourceful
  • Achieves objectives through limited supervision
  • Timely responses to appropriate inquiries
  • Able to receive constructive feedback
  • Positive mental attitude
  • Contributes to the development of new and innovative solutions that expand the portfolio of profitable offerings and contribute to customer success

 

QUALIFICATIONS

  • 5-7 years of running a service or maintenance organization.
  • Knowledge of LAN & WAN networking products
  • Knowledge of DAS, CCTV, Physical Security and AV products a plus
  • Strong problem-solving skills
  • Self-starter/self-driven
  • ITIL Knowledge or certification
  • Knowledge of Autotask a plus.
  • Proficient in Microsoft Office productivity tools, including Visio

 

Travel

  • Reports to MD office.
  • Candidate must be willing to travel to customer sites in Balto/Washington/NoVA area.  Also, nationally 5% of the time.