The Manager, Managed Services reports to the Director, Managed Services and is accountable for ensuring that our technical solutions align effectively with our clients’ business needs. This role leads a POD of Technical Account Managers, Engineers, Administrators and Analysts. This leader will work closely with our sales, operations, and transformation management teams to drive successful outcomes for our clients.
The role of the Manager, Managed Services is critical to the overall success and growth of Meriplex. As a manager you are responsible for the oversight, operational, and strategic execution of your department and team, including budgets and customer retention.
Supervisory Responsibilities:
- Onboard, train, and develop team members in their role and within departmental and organizational processes and systems.
- The facilitation of performance management processes, establishment of performance expectations, and evaluations. Provides constructive and timely performance evaluations.
- Establishment and oversight of department goals and strategies to support key performance indicators (KPI’s)/success indicators.
- Assess, improve, and manage departmental processes/systems to promote effective delivery of service(s).
- Management of the day-to-day operational needs of team members and their workflows.
- Ensure the POD is analyzing client existing infrastructure and technology to identify gaps and recommend appropriate MSP solutions.
- Manage and mentor a team of technical resources, providing guidance and support to enhance their skills and performance.
- Conduct regular team meetings, track progress, and ensure timely completion of client alignment tasks.
- Foster a culture of collaboration, knowledge-sharing, and continuous improvement within the POD.
- Anticipate, identify, and develop growth opportunities for team members.
· Responsible for tracking all employee time accurately.
Key Responsibilities/ Duties:
- Partner with cross-functional departments, promoting collaboration and effective communication practices.
- Serve as the Subject Matter Expert (SME) to team members, engage in the facilitation of escalated needs, and support problem resolution.
- Adhere to and support HR administrative policies and procedures.
- Manage assigned fiscal duties and budgetary responsibilities for department and team in collaboration with the Finance department.
- Ensure all client contractual commitments (including SLAs) are met.
- Partner with Account Managers in strengthening the client relationship.
- Manage and maintain revenue of assigned customer accounts.
- Ability to communicate and demonstrate knowledge and use of all core products, within managed services.
- Collaborate with the sales team to identify growth opportunities.
- Assist with the development of tailored technical solutions that align with client’s strategic goals and align with our MSP services.
- Ensure the POD is analyzing client’s existing infrastructure and technology to identify gaps and recommend appropriate MSP solutions.
- Manage and mentor a team of technical resources, providing guidance and support to enhance their skills and performance.
- Serve as a primary escalation point for clients.
- Cultivate strong client relationships by understanding their evolving needs and communicating MSP capabilities effectively.
- Ensure the POD maintains client network, systems documentation, and SOP’s.
- Ensure the POD evaluates client technology landscape based on set standards.
- Present and collaborate on client evaluations with vCIO and/or Account Managers.
- Participate in client operational meetings.
- Participate in incident, problem and, change management processes.
Knowledge, Skills, Abilities, and Behaviors:
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Proficient with or able to quickly learn the software and applications used in the organization and the industry:
- RMM Platform (Kaseya preferred)
- ConnectWise preferred
- Windows Server
- Microsoft Azure
- VMware
- Exceptional interpersonal and communication skills.
- Strategic thinker with strong analytical and problem-solving skills.
- Respond promptly to client needs; meet commitments; exercise empathy; identify and anticipate needs.
- Manage time efficiently, meet personal goals, and work effectively with other members of the team.
- Willingness to travel as needed to support field resources.
Education/ Experience:
- Bachelor’s degree in related field required.
- At least seven – eight years of IT service delivery experience with at least three to five years in a leadership role with preference given to global team management.
- ITIL certification preferred.
Certifications:
Physical Demands:
Sedentary Work – Exerts up to 15 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
