Manager - Managed Services (1080282)

Location: Scottsdale, AZ, USA

Salary: $155,000.00 USD Annually - $180,000.00 USD Annually

Description

Job Title: Manager, Managed Services

Location: Remote from Phoenix, Denver or Albuquerque

Job Type: Full-time

Key Responsibilities

Team Leadership:

• Supervise and mentor a team of medium and senior network engineers.
• Provide guidance, support, and professional development to team members.
• Lead team meetings to discuss project updates, issues, and improvements.
• Manage team performance, ensuring quality standards are met consistently.
• Ensure that team members are properly trained and have access to the latest tools and resources for effective problem resolution.
  
  

Client Relationship Management

• Ensure that client service requests are handled promptly, professionally, and to the highest standards.
• Act as the primary point of escalation for client issues, resolving complex service concerns.
• Build and maintain strong, long-lasting relationships with clients by delivering exceptional customer service.
  
  

Operational Management

• Oversee the daily operations of the MSP team, ensuring that IT services are delivered on time and within scope.
• Monitor team workload, ensuring resources are appropriately allocated and service levels are maintained.
• Manage service delivery performance metrics (SLA adherence, resolution times, etc.) and report to senior leadership.
• Drive improvement in the monitoring and management toolsets.
  
  

Process Improvement & Strategy

• Identify opportunities for process improvements to streamline service delivery, increase efficiency, and reduce costs.
• Collaborate with senior management to develop and execute strategic plans for service offerings and team growth.
• Implement best practices for IT service management (e.g., ITIL methodologies) within the team.
  
  

Reporting & Documentation

• Maintain accurate records of team activities, client interactions, and service outcomes.
• Prepare regular reports for senior management on team performance, client satisfaction, and operational metrics.
  
  

Qualifications

Experience:

• At least 5-7 years of experience in an IT support role, preferably in an MSP environment.
• At least 1-2 years of experience directly managing engineers, preferably in an MSP environment.
• Strong understanding of IT systems, network management, security, and monitoring and management toolsets.
• Proven experience managing teams, with a focus on coaching, mentoring, and driving performance.
• Experience working with ITIL frameworks or other service management methodologies.
  
  

Skills

• Excellent communication and interpersonal skills, with the ability to engage with both technical and non-technical clients.
• Strong problem-solving abilities and a proactive approach to troubleshooting.
• Ability to prioritize and manage multiple tasks and deadlines in a fast-paced environment.
• Strong knowledge of service management tools (e.g., ServiceNow) and monitoring and management platforms (e.g., LogicMonitor, Bomgar).
  
  

Certifications

• ITIL Foundation or similar service management certification is preferred.
• Cisco or Palo Alto certifications (active or expired) are a plus.
  
  

By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.

Contact: dkellogg@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com