Manager, Managed Services - Remote

Overview

The Manager, Managed Services is responsible for overseeing the customer service relationship between IT Solutions Managed Services and a portfolio of clients, ensuring high-quality service delivery and client satisfaction.

In Short

• Manage customer service relationships for a portfolio of clients.
• Oversee daily operations of service desk teams.
• Ensure adherence to company processes and policies.
• Responsible for performance metrics and service delivery quality.
• Act as a customer-facing representative for escalations.
• Develop and maintain communication plans for clients.
• Conduct performance reviews and manage team leaders.
• Implement action plans to achieve SLA/KPI targets.
• Participate in operational management discussions.
• Ensure client records and documentation are accurate and complete.

Requirements

• Bachelor’s degree or equivalent experience.
• 4+ years of managing IT services client relationships.
• Strong oral and written communication skills.
• Effective time management and multi-tasking abilities.
• Experience with ITIL v3 Foundation Service Management.
• Strong problem-solving and negotiation skills.
• Ability to work in a fast-paced environment.
• Familiarity with report generation tools like ConnectWise.
• Willingness to work non-traditional hours as needed.
• Relevant technical certifications are a plus.

Benefits

• Comprehensive Group Benefits Program.
• Paid Holidays and Vacation.
• Company-paid life and Employee Assistance Program.
• Company-paid training, materials, and exams.
• Performance-based bonuses.
• Flexible/hybrid work arrangements.