What are the responsibilities and job description for the Director of MSP position at Intermax Networks?
Description
The Director of MSP is responsible for the strategic oversight, growth, and overall success of the Managed Services Provider division. This role will lead a team of managers, technical experts, and support staff to ensure high-quality, client-focused IT services. The Director will be responsible for defining the department's vision, establishing objectives, and driving the implementation of service improvements to enhance client satisfaction, operational efficiency, and revenue growth. This individual will work closely with executive leadership and other departments to align MSP services with the organization’s broader goals.
Requirements
Leadership and Team Management
- Lead, coach, and develop a team of IT specialists, ensuring high performance and professional growth.
- Set performance goals, conduct regular team meetings, and provide continuous feedback.
- Ensure that staffing levels align with workload demands, and manage team schedules to support 24/7 service coverage if required.
Operational Oversight
- Oversee daily operations of the MSP department, ensuring efficient service delivery and meeting established SLAs (Service Level Agreements).
- Monitor key metrics, including response times, ticket resolution, and customer satisfaction scores, ensuring alignment with company and client goals.
- Implement and optimize standard operating procedures (SOPs) to enhance productivity and service quality.
Client Relationship Management
- Act as a primary point of contact for key clients, addressing escalated issues and managing client expectations.
- Conduct regular reviews with clients to discuss performance, satisfaction, and potential areas for improvement.
- Develop customized service plans that meet client needs, ensuring client retention and expansion of services.
Service Quality and Continuous Improvement
- Establish, track, and report on performance metrics to gauge service quality and identify areas for improvement.
- Drive continuous improvement initiatives, leveraging feedback and data to enhance client experience and operational efficiency.
- Implement best practices and stay current with industry trends to optimize service offerings and departmental practices.
Strategic Planning and Execution
- Work with leadership to develop and implement departmental strategy, aligned with company goals.
- Assess new tools and technologies to improve service delivery, efficiency, and quality.
- Contribute to budgeting and resource planning, ensuring the department has adequate resources for effective operation.
Risk and Compliance Management
- Ensure department operations comply with relevant laws, regulations, and security standards.
- Develop and enforce policies to manage client data securely, mitigating potential risks.
- Implement processes for incident response, disaster recovery, and business continuity as required.