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Director of Managed Services

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iT1, a leading national technology solution provider headquartered in Tempe, AZ, is looking for a Director of Managed Services to join our Consulting team. iT1 has been recognized by the Phoenix Business Journal's "Best Places to Work" in Arizona for over a decade. This is a testament to the great team and culture we have here at iT1!

Are you a dynamic leader with a passion for IT service management? Do you thrive in a fast-paced environment and excel at driving operational excellence? If so, we have an exciting opportunity for you!

As the Director of Managed Services, you will oversee the day-to-day operations of our Helpdesk, Infrastructure Support, and Microsoft Support teams. Reporting directly to the Sr. Director of Solutions and Services, you will play a crucial role in ensuring efficient and effective service delivery, enhancing customer satisfaction, and fostering a culture of continuous improvement.

Operations:

Lead and manage the Helpdesk, Infrastructure Support, and Microsoft Support teams, ensuring efficient and effective operations.
Develop and implement strategies to improve service delivery, customer satisfaction, and operational efficiency.
Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions.
Collaborate with other departments to ensure seamless integration of managed services with overall business objectives.
Manage resources and staffing to meet service level agreements and business goals.
Foster a culture of continuous improvement, innovation, and excellence within the Managed Services teams.
Ensure compliance with industry standards, regulations, and best practices.
Provide regular reports and updates to senior management on the performance and progress of the Managed Services practice.
Be a point of escalation for the client and work with the client success team to manage through client escalations.

Technical Expertise:

In-depth knowledge of IT service management frameworks such as ITIL, which is essential for managing service delivery and ensuring operational efficiency.
Experience with Microsoft technologies and support processes, including Microsoft M365 and Microsoft Azure.
Strong understanding of network security methodologies.
Technical expertise in cloud computing and infrastructure management, which involves overseeing cloud-based services and ensuring their stability and performance.
Proficiency in data analysis and performance metrics to drive improvements and make informed decisions.

Job Qualification Requirements:

5+ years managing a team of IT professionals including Help Desk Technicians and Systems Engineers in a 24/7/365 environment.
Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field
Excellent written, verbal, communication skills.
Ability to multitask and maintain focus on all areas of responsibility concurrently.
Workforce Management processes, abilities, limitations, and requirements.
Above average ability in Excel (formatting, formulas, macros, pivot tables, etc.)
Must be proficient in workstation support as well as other technologies, platforms, and regions
Knowledge of Salesforce and current service desk ticketing systems.

Physical Demands May Include:

Sit at a computer for 8 hours per day
Keyboarding for 8 hours per day
Near Vision (working with small objects or reading small print)
Speaking (communicating information to clients/coworkers)
Hearing Requirements (In person speech, telephone, other sounds)
Some travel may be required

Job Location:

Onsite at the office in Tempe Mon-Fri during ramp-up
Once ramped up, hybrid Tues/Thurs at the office in Tempe, AZ

Insurance: Health Insurance, Vision, Dental, and Life Insurance
Leave and Holidays: Paid Vacation, Paid Holidays
Retirement: 401K Plan with company match (eligible after 1 year of employment)
In-house fitness center
In-house monthly massages
Lunches provided on Tues/Thrs

*iT1 is an equal opportunity employer. Employment decisions are made without regard to race, religion, sexual orientation, gender identity, national origin, disability status, veteran status, or other characteristics protected by law.

Average salary estimate

$100000 / YEARLY (est.)

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$80000K

$120000K

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What You Should Know About Director of Managed Services, iT1

iT1, a leading national technology solution provider headquartered in Tempe, AZ, is excited to invite applications for the Director of Managed Services position within our Consulting team. Recognized by the Phoenix Business Journal as one of the 'Best Places to Work' in Arizona for over a decade, iT1 is the perfect place for dynamic leaders passionate about IT service management. As the Director of Managed Services, you will be at the heart of our operations, overseeing key teams like Helpdesk, Infrastructure Support, and Microsoft Support. Your role will involve not just managing day-to-day operations but also crafting and implementing strategies aimed at enhancing service delivery and ensuring customer satisfaction. You’ll be analyzing performance metrics to identify areas for improvement and working closely with various departments to align managed services with our business aims. Your leadership will foster an atmosphere of continuous improvement and operational excellence. With in-depth knowledge of IT service management frameworks such as ITIL and being well-versed in Microsoft technologies, you’ll guide your team toward success while ensuring compliance with industry standards. You are encouraged to bring your strong communication skills and experience in managing technical teams to further enhance the collaborative culture here at iT1. If you thrive in a fast-paced environment and are ready to drive innovation within our Managed Services practice, we can't wait to meet you! Join iT1 for a rewarding career that values growth, integrity, and teamwork.

Frequently Asked Questions (FAQs) for Director of Managed Services Role at iT1

What are the key responsibilities of the Director of Managed Services at iT1?

The Director of Managed Services at iT1 is responsible for overseeing the Helpdesk, Infrastructure Support, and Microsoft Support teams. This includes developing strategies to enhance service delivery and customer satisfaction, monitoring performance metrics, and ensuring efficient operations. The role also involves collaborating with other departments to align managed services with the overall business objectives.