Director of Managed Services

Company: Bowman Williams
Location: San Ramon
Posted on: January 25, 2023

Job Description:

Director of Managed Services Director of Managed Services Overview:We are a well-established Managed and Cloud Services Provider that has been in business for over 30 years. We offer enterprise level IT experience to businesses of all sizes in the San Francisco Bay Area. We're passion is understanding our client's business requirements and executing long term success by helping them plan, implement and support information technology systems and services.Due to continued growth, we are seeking a tenured Director of Managed Services. This person must have previous MSP management experience.The Director of Managed Services will be 100% leadership and management, not hands on technically speaking. You will report directly to the President. The Director of Managed Services will have 3 Team Lead Direct Reports and 18-20 indirect reports that are located at headquarters in state, resources out of state that work remotely, and resources in the Philippines.Director of Managed Services ideal candidate:

• Someone who has been at a MSP and has a builder mentality not only "maintaining staff"
• Currently or previously working at a MSP that is doing more than 4 million dollars a year in business
• Must be familiar with ConnectWise RMM and PSA
• C-Level MSP Framework and Implementation
• Preferably someone with Service Leadership familiarity
• Preferably someone with ConnectWise Evolve experience or worked at a company that was a ConnectWise Evolve member
• Coming from a MSP with significant operational maturityDirector of Managed Services Essential Roles & Responsibilities:
  • The Director is responsible for building and maintaining a highly technical and customer-focused team of Director and Triage team remote, onsite, and offshore.
  • Responsible for the ongoing development and direction of workflow and process focused on customer service efficiency and satisfaction.
  • Work closely with the Service Team leads to empower them to manage client service escalations and interdepartmental IT needs within the organization.
  • Define Key Performance Indicators for the Engineering staff and work with Team leads to manage to these.
  • Work closely with leadership in other business units to co-develop Service Delivery practices that drive client satisfaction and retention.
  • Manage, develop, and implement internal ticket workflow policies and procedures that ensure consistent service levels and responsiveness.
  • Manage the Line of Business ticketing system re-vamp as necessary, ensuring that all enacted workflow changes are executed successfully, and staff fully trained.
  • Ensure the success of all Service Delivery groups hitting their MS target goals aligned with the organizations bottom line and client satisfaction scores.
  • Collaborate with the Client Strategy Director to define and maintain a core list of technologies and practices that make up the CCS "Stack," with the overall objective of increasing systems stability and driving down user support time.
  • Work in conjunction with the Client Strategy Director to meet and exceed the organization's Managed Services gross margin objectives.
  • Participate in client meetings when collaborating with the Client Strategy team, representing Service Delivery.
  • Foster a culture of celebrating wins and looking at losses as learning opportunities.
  • Define Service Delivery objectives that support Executive Management's high-level roadmap, using the firm's core values as guiding principles.
  • Focus on self-improvement, refining leadership, management, and teamwork skills to lead the team with increasing success and efficiency.
  • Manage and maintain the Career training platform and competency levels in the dept are meeting company partner solution requirementsDirector of Managed Services Benefits:
    • 401(k) with company match
    • PTO + Paid Holidays
    • Certification Reimbursement
    • Annual reviews
    • Performance based bonuses (up to $20k) Opportunity Location San Ramon, CA Proposed Salary $140,000 - $160,000Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America's top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry.

Keywords: Bowman Williams, San Ramon , Director of Managed Services, Executive , San Ramon, California