Join IT Excellence
Managed IT Services ManagerManaged IT Services Manager (IT Consulting)
Location: Albuquerque, NM
Seeking an experienced Managed IT Services Manager to lead and oversee our Managed Services operations. The ideal candidate has a proven track record of success in IT solutions, team leadership, client management, and business growth. This role requires expertise in service delivery, customer satisfaction, and operational efficiency while ensuring high-quality IT solutions for our clients.
What will your role involve?
Service Delivery & Operations:
- Manage the day-to-day operations of the Managed Services team, ensuring efficient service delivery and customer satisfaction.
- Oversee incidents, problems, and change management processes to maintain high levels of service availability.
- Develop and enforce SLAs (Service Level Agreements) to ensure quality performance.
- Implement best practices, automation, and process improvements to enhance service efficiency.
Client & Relationship Management:
- Serve as the primary point of contact for Managed IT Services clients, ensuring clear communication and issue resolution.
- Develop and maintain strong client relationships, understanding their needs and proactively offering solutions.
- Conduct regular client reviews to assess performance, satisfaction, and opportunities for improvement.
Team Leadership & Development:
- Lead, mentor, and manage a team of IT support specialists and service desk technicians.
- Recruit, train, and develop staff to enhance skills and ensure high-quality service delivery.
- Foster a collaborative and performance-driven culture within the Managed Services team.
Technology & Strategy:
- Stay updated on emerging technologies and industry trends to drive innovation in the Managed Services Program.
- Work closely with technical teams to ensure solutions are deployed effectively and on time.
- Assist in developing IT roadmaps and strategies for clients to accomplish their current and long-term business goals.
Financial & Business Growth:
- Contribute to revenue growth by identifying upsell and cross-sell opportunities with existing clients.
- Assist in budgeting, forecasting, and cost control for managed services operations.
- Support sales efforts by providing expertise in service offerings and assisting in client proposals.
To be most successful, you should possess traits including:
Qualifications & Experience:
- 3-5 years of experience in an IT Managed Services environment with a proven track record of success.
- Strong leadership experience in IT service management, operations, or technical support.
- In-depth knowledge of MSP tools, automation, RMM, ITSM, and CRM/Ticketing platforms.
- Expertise in server, storage, networking, cloud hosting services, Microsoft 365, cybersecurity, and overall SMB and mid-market IT environments.
- Excellent problem-solving, communication, and client relationship skills.
- Ability to manage multiple clients, projects, and priorities in a fast-paced environment.
Our hiring process
Personality & Culture Assessment
This 10-minute assessment gives insight into your working style and strengths for the role.
Interviews
We coordinate time to meet with the decision-makers and team members you’ll be working with.
Contingent Offer
Once we think there’s a fit, we’ll send a contingent offer, conduct standard background checks, and welcome you to the Ardham team!
