Director of Managed Services

2 weeks ago

Tampa, United States BCS Call Processing Full time

Accepting applicants in the following states: CT, FL, GA, MA, MN, NC, NE, NH, NJ, OH, RI, SC, TX, UT, VA

As Director of Managed Services, you are in charge of overseeing the business processes within the Managed Services department. They will work closely with the department team's managers to ensure efficiency and smooth workflow. The department consist of the following teams: the Help Desk, Provisioning team, Proactive and Escalation, and Technical Account Management. Their responsibilities include developing policies and procedures, create team performance metrics, and implement change to support contract relationship and business relevance with the goal of maximizing team's productivity.

Essential Duties and Responsibilities

  • Provide leadership and direction to the Managed Services team and ensuring appropriate frameworks are in place.
  • Develop and maintain operational policies and processes within Managed Services team.
  • Take responsibility for customer escalations and act as a point of escalation both in/off hours as required.
  • Develop meaningful metrics related to established SLAs, Customer Satisfaction, Call Center, efficiency/performance is captured, validated, and reported.
  • Work closely with teams' managers to ensure Agreements (SLAs) are met.
  • Develop plans and strategies to improve team communication, overall performance, quality, and operational cost-effectiveness.
  • Be capable of identifying and implementing change within the team to ensure it can take on new service offerings.
  • Work closely with Project Managers and Sales to on-boarded new customers with seamless handover / transition into "in-life" service, this includes but not limited to ensuring SLA is well defined, knowledgebase is equipped with all the necessary information, assist with staffing for service, identify knowledge gaps and training needs.
  • Develop and ensure training programs are effective to enable the team to deliver high quality service and support.
  • Manage and develop strategic partnerships with third party vendors/partners and other internal stakeholders.
  • Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement.
  • Drive a continual service improvement program based on a desire to become a world class IT solution.
  • Instill a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues.
  • Available off hours as needed.
  • Work onsite at nearby office may be required.
  • Other duties as assigned.
Required Skills and Experience
  • Bachelor's degree in Computer Science, Engineering, or related field.
  • 10+ years progressive experience with technical and management background.
  • Previous MSP experience is required.
  • 5-10+ years of operations management experience leading high-performance teams.
  • Must be highly organized, detail oriented, strong analytical skills (both oral and written) and possess exceptional follow-through abilities in addition to being a strategic thinker.
  • Proven ability to manage teams and organizations.
  • Experience in strategic planning and execution, asset management, ITIL, project management, vendor management, disaster recovery planning, process improvement strategies, server technologies, and change management.
  • Superior professional written and verbal communication and interpersonal skills. Ability to motivate teams to produce quality materials within tight timeframes and simultaneously manage several projects. Ability to participate in and facilitate group meetings.
  • Must be proficient in applications including PSA, RMM, CRM, ERP, Microsoft Office, Microsoft Visio, and Microsoft Project.
  • An understanding of basic financial statements including profit and loss, balance sheet, and cash flow.
  • In-depth knowledge of the Microsoft Ecosystem. Cloud and On-Premise.
  • Project experience with infrastructure implementation and configuration (Storage (SAN), firewalls, switches, wireless).
  • Hands-on experience with any of the following technologies:
    • Windows and Linux Server
    • Windows Desktop
    • Infrastructures including Networks, Storage, Data Centers and Information Security
    • Large scale monitoring systems
    • Virtualization
  • A willingness to work a flexible schedule.


BCS365 is an Equal Opportunity Employer. We consider applicants for all positions without discrimination based on race, color, religion, creed, gender, national origin, sexual orientation, age marital or veteran status, disability, or any other legally protected status.

Please Note: BCS365 participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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