Director of Managed Services

Motive Holding Companies LLC; Anaheim (CA); On-site; USD 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a Director of Managed Services to lead the development of a new department focused on delivering exceptional technical support. This role involves creating service policies, monitoring customer satisfaction, and collaborating with various teams to drive innovation. The ideal candidate will have a strong leadership background in Managed Service Providers, excellent problem-solving skills, and a customer-oriented approach. Join this dynamic team and make a significant impact while enjoying a competitive salary, company vehicle, and annual bonuses.

Benefits

Company vehicle

Annual bonus

Qualifications

• 5+ years of leadership experience in a Managed Service Provider.
• Strong problem-solving and analytical skills are essential.

Responsibilities

• Develop and implement service policies and procedures.
• Monitor customer satisfaction and service effectiveness.
• Collaborate with IT and other teams to resolve service issues.

Skills

Leadership in Managed Service Provider (MSP)

Technical skills

Interpersonal skills

Problem-solving skills

Analytical skills

Customer-oriented mindset

Education

Bachelor's in Business Administration

Bachelor's in Engineering

Bachelor's in Computer Science

Tools

Service management tools

Job description

We are currently looking for a Director of Managed Services to work alongside our leadership team to build the foundation of a Managed Services department. Our end goal is to have a team capable of developing and implementing processes and procedures to provide world-class technical support to our customers and to generate increased revenue.

The essential duties of the position include:

1. Developing and implementing service policies, standards, and procedures to align with the company's goals.
2. Monitoring and evaluating the effectiveness, quality, and overall customer satisfaction with our technical support program.
3. Establishing, nurturing, and maintaining relationships with customers, partners, and vendors.
4. Analyzing and reporting on service metrics with defined SLAs and SLOs, driving service innovation, and ensuring compliance with relevant laws and regulations.
5. Analyzing customer feedback, performing root cause analysis, and developing corrective action plans.
6. Working closely with the Sales, Marketing, and Product Development teams to ensure our customers' needs are understood and met.
7. Collaborating with the IT team to resolve service issues promptly and effectively.
8. Planning and managing departmental budgets; hiring, training, coaching, and motivating subordinate staff.

The ideal candidate for this role will bring innovative ideas and know-how to the table, with the ability to lead and motivate a team of Service and Technical professionals. To be considered for the position, candidates must possess the following knowledge, skills, and abilities:

Must Have:

1. A combination of technical, managerial, and interpersonal skills.
2. Minimum 5 years of leadership in a Managed Service Provider (MSP).
3. Education and experience in service operations.
4. Knowledge of Network Operations Center (NOC) preferred.
5. Knowledge of private wireless networks preferred.
6. Proficiency in service management tools, systems, and methodologies.
7. Strong problem-solving, decision-making, and analytical skills.
8. Able to lead, inspire, and communicate effectively with diverse teams and stakeholders.
9. A customer-oriented mindset that is quality-focused and results-driven.
10. A bachelor's or higher in business administration, engineering, computer science, or related field.

Base Salary: 100K-150k + company vehicle + annual bonus.