Director, Managed IT Services

At Alaska Communications, we’re committed to putting our team first, always being customer focused, having a can-do attitude, owning our results and always acting with integrity. This is what we hire for and what our team members exhibit each day. Want to make an impact with us?

POSITION SUMMARY

Alaska Communication is seeking a director of operations to lead the Managed IT Service Division. This position is more than overseeing all delivery and support functions related to Alaska Communications Managed IT Services capabilities in the market. It's about driving the company's growth through operational efficiency, security, and customer experience. The successful candidate will work closely with direct reports to design and continually improve MSP Operations workflows. This includes managing the operations budget to ensure business functions operate effectively for maximum profitability. This position will foster strong collaboration with marketing, product, sales, and other departments to drive business growth and optimize resource allocation within the team to meet client demands and maintain service quality.                    

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Work closely with Senior leadership to interpret and articulate the overall organizational goals through plans, processes, and systems

• Embrace and lead new changes from Sr leadership as we grow the overall organization

• Leadership and oversight of the Managed IT Support and Contracted Services delivery team, ensuring a high standard of service

• Leadership and oversight of the Project and Delivery Team, ensuring high standards of service in our delivery

• Leadership and ownership of the development of the annual MITS budget

• Departmental staffing and business plan to support overall company goals, objectives, and future state architecture

• Leadership and oversight of yearly MITS revenue forecasting

• Establish metrics, key performance indicators, and service level agreements to monitor and improve MITS operations' performance

• Leads routine MITS staff meetings with metric reviews to ensure all staff are aligned with our overall goals and the success of our delivery

• Leadership and oversight of training delivery based on current qualifications in line with the needs of upcoming product development

• Maintain and develop career paths for Managed IT personnel

• Design and ongoing process improvement of MITS Operations workflow with a view toward operational efficiency and security while always keeping the client experience in mind

• Strong collaboration with Sales and business units to drive strong client outcomes and growth

• Collaborate with Product, Marketing, and other departments to develop new products or contracted services

• Identify solutions to improve Managed IT Services, including the development of new policies, delivery of additional training, and identifying proactive solutions to meet client-contracted services

• Quality assurance of client’s contract and service delivery through NPS

• Oversight of Managed IT Services vendor contracts and relationships

• Senior technical escalation points for all Managed IT Services personnel

• Promotes the company through engaging in industry conferences and involvement in local business organizations

• Other duties as assigned

POSITION QUALIFICATIONS

• Management Skills - Ability to organize and direct oneself and effectively mentor others. Ability to influence others to perform their jobs effectively and to be responsible for making decisions.

• Coaching and Development - Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas

• Technical Aptitude - Ability to comprehend complex technical topics and specialized information.

• Communication Skills – A successful candidate must have excellent oral and written communication skills. The position will require frequent preparation and delivery of detailed plans and proposals. Strong communication/interpersonal skills with emphasis on decision-making, team building, and teamwork. Must be able to develop work plans, work effectively as a team member, report on the status of projects, represent the team in meetings with the client, and coordinate issues identification and resolution between clients and the development team.

• Decision Making - Ability to make critical decisions while following company procedures.

• Analytical Skills - Ability to use thinking and reasoning to solve a problem. Ability to determine how a system should work and how it changes.

• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

• Change Management - Ability to encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities.

SKILLS & ABILITIES

Education: A bachelor’s degree in computer systems, Computer Science, or a closely related field is required. Equivalent education, experience, and training may be substituted year over year for the degree requirement.

Experience: Minimum of ten (10) years of IT experience. (5) years of IT leadership experience. (2) years of Senior Management IT leadership experience. Equivalent education may be substituted for the experience requirement. 

Computer Skills: Strong hands-on experience MS Project, Word, PowerPoint, SharePoint, Excel, Project and Visio. or similar experience a plus.  

We hope you’ll join us as we change lives through technology.