Director Managed Services

ID Technologies; Ashburn (VA); Remote; USD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Director of Managed Services to lead operations and enhance the quality of its Premium Services. This pivotal role requires a professional with a Top Secret Clearance and ITIL certification, along with a proven track record in engineering and customer relations. The ideal candidate will possess strong leadership skills, the ability to manage complex problems, and a commitment to excellence. This role offers the opportunity to shape the future of service delivery while working with a dedicated team in a dynamic environment. If you are passionate about driving operational success and customer satisfaction, this is the perfect opportunity for you.

Qualifications

• Must have a Top-Secret Clearance and ITIL certification.
• 4 years of engineering experience in a large customer segment required.

Responsibilities

• Oversee Premium Services to ensure world-class customer service.
• Recruit and mentor an effective team in support of the business.
• Design and implement IT service management processes.

Skills

Leadership

Problem-solving

Customer relations

Communication

Organizational skills

Team management

Presentation skills

Decision making

Education

Bachelor’s degree in a related field

Master’s Degree in a related field

Tools

Microsoft Office

Job description

Overview

The Director of Managed Services will lead the O&M business and support operations of the Archon customer and lab environments. This role will be instrumental in improving the quality of the Premium Services business and drive the utilization of the ITIL Change Management framework. This person will have historic hands-on experience with technology, systems, customer relations, and have progressed into a strong business manager.

Active Top Secret Clearance Required

Location: Remote, but required to have the ability to travel to customer site approximately 15-25%

Responsibilities

1. Oversee Archon Premium Services and other Archon support offerings to ensure world-class customer service for the managed service provider business.
2. Provide strategic leadership, oversight, and management for IT professionals.
3. Recruit, mentor, build and maintain an effective team in support of the Premium Services business.
4. Set strategic and tactical priorities that align with business objectives.
5. Responsible for support of high performance CSfC networks and related services.
6. Ensure that meaningful metrics related to established SLAs, availability, capacity, and performance are captured, validated, and reported.
7. Develop plans and strategies to improve performance, reliability, and operational cost-effectiveness.
8. Administer staff performance management and career development activities.
9. Demonstrate integrity without compromise, respect, commitment to excellence, collaboration, and agility.
10. Design and implement IT service management processes (ITIL).
11. Set tactical goals and initiatives for the current team.
12. Identify technologies that can be used to improve customer service levels.
13. Develop and maintain a team through coaching and performance management.

Qualifications

1. Must have a Top-Secret Clearance.
2. Bachelor’s degree in a related field (or equivalent work experience) and 4 years of experience is required; Master’s Degree in a related field preferred.
3. ITIL certification required.
4. Minimum 4 years of engineering experience in a mission-to-mission, large/strategic customer segment.
5. A record of achievement and technical solution expertise.
6. Product certification, engineering credential, or equivalent technical credential.
7. Strong presentation skills.
8. Willingness to travel.
9. Must have team leadership and sales capabilities.
10. Excellent problem-solving capabilities with a proven ability to manage and solve complex problems and manage multiple tasks concurrently.
11. Excellent organizational skills and strong attention to details.
12. Strong interpersonal skills and ability to communicate effectively with customers, suppliers, and company personnel.
13. Proficiency in Microsoft Office and related software.
14. Proven experience in working with cross-functional teams.
15. Must possess skills necessary for proper, ethical, and rapid decision making resulting in high levels of customer satisfaction and customer retention.