Managed Services Leader

Description

SSR Total IT is a leading Managed Service Provider (MSP) in the Milwaukee metro area dedicated to delivering innovative IT solutions to our diverse clientele. We provide comprehensive IT services, including infrastructure management, cloud services, cybersecurity, and technical support. Our team is committed to excellence, and we pride ourselves on our proactive approach to managing and optimizing the IT environments of businesses in Wisconsin. 

Job Summary:

We seek a highly motivated and experienced Managed Services Leader to oversee our operations. As the Managed Services Leader at SSR Total IT, you will play a critical role in ensuring the effective delivery of technical support services to our Managed Services clients. You will lead a team of skilled Helpdesk and Network Operations technicians, including an offshore team in India. You will manage day-to-day support and Incident Operations and ensure our technical support exceeds service-level performance targets and client expectations.

Core Responsibilities:

· Lead a team of helpdesk technicians, providing guidance, training, and support to ensure high performance and customer satisfaction levels.

· Oversee the daily operations of the Helpdesk and Network Operations team, ensuring timely and efficient resolution of client issues and requests.

· Monitor and manage ticket queues, prioritizing the work based on skills and workload.

· Act as the primary point of contact for escalated client issues, working closely with clients to resolve concerns and ensure satisfaction.

· Serve as a technical expert, supporting helpdesk technicians on complex technical issues.

· Stay current with industry trends, technologies, and best practices.

· Identify opportunities to enhance helpdesk efficiency and effectiveness, including implementing new tools, technologies, and processes.

· Lead initiatives to improve client satisfaction, reduce ticket resolution times, and enhance overall service quality.

· Drive continuous improvement efforts by soliciting feedback from clients and team members and implementing changes based on this feedback.

Requirements

Qualifications: 

Must have worked in and lead a managed services leader for at least 4 years.

· A degree in Computer Science, Information Systems, or a related technical/business field. Multiple years of relevant experience can be substituted in place of a degree.

· 4 years of experience in IT leadership, leading Experience delivering Managed IT Services

· Proven experience in a technical support or helpdesk leadership role, preferably within an MSP

· Strong technical background in IT infrastructure, networking, and application support.

· Excellent leadership and team management skills, including coaching and team development

· Exceptional communication and interpersonal skills, with the ability to build strong client relationships.

· Strong problem-solving and decision-making with a proactive and client-focused approach.

· Experience with helpdesk ticketing systems, monitoring tools, and remote support solutions.

· Ability to work in a fast-paced environment, managing multiple priorities and delivering high-quality results.

· Flexibility to manage and lead both US and India teams across multiple time zones

What makes you stand out as a candidate:

· ITIL Certifications

· Proven experience in one or more of the following areas:

· IT Services

·Manufacturing

· Proficiency in supporting Windows 11, Server 2019 , DUO, LastPass, Meraki, 3CX

· Exposure to Managed Service Provider tools like ScreenConnect and ConnectWise

· Understanding fundamental support processes such as ITIL v3/v4, Incident response and management triage of issues

· Technical Certifications from Microsoft or other technology vendors

Salary : $78,000 - $88,000