Managed Services Operations Director

7 days ago


Maple Shade, New Jersey, United States Lyra Technology Group Full time
About the Role

We are seeking a highly skilled Managed Services Operations Director to join our team at Lyra Technology Group. As a key member of our management team, you will be responsible for leading and guiding our service operations to deliver exceptional customer service.

Key Responsibilities
  • Team Leadership: Effectively manage and provide leadership and development opportunities to a team of in-person and virtual support members.
  • Service Delivery: Track, highlight trends, and implement change to ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met consistently.
  • Resource Allocation: Manage resource allocation, staffing schedules, and capacity planning to meet operational needs.
  • Training and Development: Identify training and development needs to ensure team members have the skills required for their roles.
  • Process Improvement: Optimize workflows, drive innovation, and raise the bar on operational standards and expectations.
  • Client Communication: Serve as a point of escalation for your team, maintaining strong communication with clients and stakeholders to ensure their needs are met effectively.
  • Relationship Building: Build and nurture strong client and colleague relationships, demonstrating a deep understanding of their objectives and requirements.
Requirements
  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
  • Experience: Minimum 4 years of experience in a leadership role; ideally within a Managed Services Provider (MSP) environment, with a strong background in NOC operations and/or service desk management.
  • Technical Skills: Expertise in incident management, change management, and service assurance processes. Strong technical acumen with proficiency in network infrastructure, IT systems, and cloud technologies.
  • Communication Skills: Excellent communication skills, with the ability to interact confidently with clients, executives, and technical teams.
  • Certifications: Certifications such as ITIL Foundation, CompTIA Network+, CCNA, and experience with cloud platforms (e.g., AWS, Azure) are highly desirable.


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