Director of Managed Services Leadership

1 month ago

Tampa, Florida, United States BCS Call Processing Full time
Director of Managed Services

BECOME A KEY PLAYER IN OUR TEAM AS A DIRECTOR OF MANAGED SERVICES AT BCS CALL PROCESSING

Job Summary:

We are seeking a highly skilled and experienced Director of Managed Services to lead our Managed Services department. As a key member of our team, you will be responsible for overseeing the business processes within the department, ensuring efficiency and smooth workflow.

Key Responsibilities:

  • Leadership and Direction: Provide leadership and direction to the Managed Services team, ensuring appropriate frameworks are in place.
  • Operational Policies: Develop and maintain operational policies and processes within the Managed Services team.
  • Customer Escalations: Take responsibility for customer escalations and act as a point of escalation both in and off hours as required.
  • Metrics and Reporting: Develop meaningful metrics related to established SLAs, customer satisfaction, call center efficiency, and performance.
  • Team Collaboration: Work closely with teams' managers to ensure agreements (SLAs) are met.
  • Change Management: Develop plans and strategies to improve team communication, overall performance, quality, and operational cost-effectiveness.
  • Training and Development: Develop and ensure training programs are effective to enable the team to deliver high-quality service and support.
  • Partnerships and Stakeholder Management: Manage and develop strategic partnerships with third-party vendors/partners and other internal stakeholders.
  • Customer Satisfaction: Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement.
  • Continual Service Improvement: Drive a continual service improvement program based on a desire to become a world-class IT solution.
  • Culture and Teamwork: Instill a high-performance culture in the team with a focus on teamwork, service excellence, and ownership for resolving customer issues.

Requirements:

  • Education: Bachelor's degree in Computer Science, Engineering, or related field.
  • Experience: 10+ years of progressive experience with technical and management background, including 5-10+ years of operations management experience leading high-performance teams.
  • Skills: 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.
  • Communication and Interpersonal Skills: 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.
  • Technical Skills: Proficient in applications including PSA, RMM, CRM, ERP, Microsoft Office, Microsoft Visio, and Microsoft Project, in-depth knowledge of the Microsoft Ecosystem, cloud and on-premise, project experience with infrastructure implementation and configuration, and hands-on experience with various technologies.

What We Offer:

BECOME A KEY PLAYER IN OUR TEAM AS A DIRECTOR OF MANAGED SERVICES AT BCS CALL PROCESSING. WE OFFER A COMPETITIVE SALARY AND BENEFITS PACKAGE, INCLUDING HEALTH INSURANCE, RETIREMENT PLAN, AND OPPORTUNITIES FOR PROFESSIONAL GROWTH AND DEVELOPMENT.

How to Apply:

IF YOU ARE A HIGHLY MOTIVATED AND EXPERIENCED PROFESSIONAL LOOKING FOR A NEW CHALLENGE, PLEASE SUBMIT YOUR APPLICATION, INCLUDING YOUR RESUME AND COVER LETTER, TO [EMAIL ADDRESS].

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