MSP Engineering Manager

1 week ago

Albany, New York, United States Complete Network Full time
Job Title: MSP Engineering Manager

We are seeking a highly skilled and experienced MSP Engineering Manager to join our team at Complete Network. As a key member of our organization, you will play a pivotal role in ensuring the delivery of exceptional IT services and solutions to our clients, while maintaining our internal tools and technology stack.

Key Responsibilities:

  • Service Delivery Leadership:
    • Lead a team of service engineers in delivering exceptional IT services to our clients.
    • Ensure service delivery meets or exceeds service level agreements (SLAs) and customer expectations.
    • Implement and maintain processes for systems management, systems patching, escalation management, change management, and service request management.
  • Technical Strategy and Execution:
    • Develop and execute technical strategies to optimize service delivery and improve operational efficiency.
    • Collaborate with other departments to ensure alignment of technical solutions with business objectives.
    • Stay updated with industry trends and best practices to continuously enhance service offerings.
  • Team Management and Development:
    • Hire, train, mentor, and supervise a team of service engineers.
    • Conduct performance evaluations, provide constructive feedback, and support career development.
    • Foster a collaborative and inclusive team environment that encourages knowledge sharing and innovation.
  • Client Engagement and Relationship Management:
    • Act as a primary point of contact for escalated client issues related to service delivery.
    • Build and maintain strong client relationships through proactive communication and effective problem resolution.
    • Work closely with account management teams to understand client needs and ensure service alignment.
  • Quality Assurance and Continuous Improvement:
    • Implement quality assurance processes to monitor service delivery and identify areas for improvement.
    • Drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
    • Conduct regular reviews and audits to ensure compliance with industry standards and regulatory requirements.

Main Areas of Management:

· Client Reactive and Request Level 3 work

· Proactive work for our clients

· Overseeing our internal network, systems, and tools

· Overseeing the onboarding team

Required Skills and Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
  • Strong technical background in IT infrastructure, networking, cloud services, and security.
  • Excellent knowledge of IT service management frameworks (e.g., ITIL).
  • Demonstrated ability to lead and develop high-performing teams.
  • Exceptional communication skills with the ability to interact confidently with clients and stakeholders.
  • Strong problem-solving skills and the ability to prioritize tasks in a dynamic environment.
  • Relevant vendor certifications (e.g., Cisco, Microsoft) are a plus.

Application Process:

Interested candidates should submit a resume and cover letter outlining their qualifications and relevant experience. We look forward to reviewing your application and discussing how you can contribute to our team's success as a MSP Engineering Manager at Complete Network.

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