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Director of Managed Services

Tustin, CA 92780

Posted: 11/20/2024 Employment Type: Direct Industry: Management Job Number: 85171

Job Description

We are currently looking for a Director of Managed Services to work alongside our leadership team to build the foundation of a Managed Services department. Our end goal is to have a team capable of developing and implementing processes and procedures to provide world-class technical support to our customers and to generate increased revenue.
 
The essential duties of the position include:
 
  • Developing and implementing service policies, standards, and procedures to align with the company's goals.
  •   Monitoring and evaluating the effectiveness, quality, and overall customer satisfaction with our technical support program.
  •   Establishing, nurturing, and maintaining relationships with customers, partners, and vendors.
  •   Analyzing and reporting on service metrics with defines SLAs and SLOs, driving service innovation, and ensuring compliance with relevant laws and regulations.
  • Analyzing custom feedback, performing root cause analysis, and developing corrective action plans.
  •   Working closely with the Sales, Marketing, and Product Development teams to ensure our customers' needs are understood and met.
  •   Collaborating with the IT team to resolve service issues promptly and effectively.
  •   Planning and managing departmental budgets; hiring, training, coaching, and motivating subordinate staff.

Job Requirements

The ideal candidate for this role will bring innovative ideas and know-how to the table, with the ability to lead and motivate a team of Service and Technical professionals. To be considered for the position, candidates must possess the following knowledge, skills, and abilities:

Must Have:
  • A combination of technical, managerial, and interpersonal skills.
  • Minimum 5 years of leadership in a Managed Service Provider (MSP) . 
  •   Education and experience in service operations.
  •   Knowledge of Network Operations Center (NOC) preferred
  • Knowledge of private wireless networks preferred
  •   Proficiency in service management tools, systems, and methodologies.
  •   Strong problem solving, decision making, and analytical skills
  •   Able to lead, inspire, and and communicate effectively with diverse teams and stakeholders.
  •   A customer-oriented mindset that is quality focused and results driven.
  •   A bachelor's or higher in business administration, engineering, computer science, or related field.

Base Salary 100K-150k + company vehicle + annual bonus
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About Tustin, CA

Ready to take the next step in your career journey? Explore our job opportunities in and around Tustin, California! Nestled in beautiful Orange County, Tustin offers a vibrant and diverse community with endless growth possibilities. Imagine working just a stone's throw away from The District at Tustin Legacy for shopping and dining, or catching a show at the nearby Chance Theater. With its close proximity to acclaimed art galleries and delicious eateries serving up authentic Mexican cuisine, Tustin is a place where work and play harmoniously collide. Join us in discovering the charm of Tustin, where career opportunities meet a rich cultural tapestry waiting to be explored. Let's find your perfect fit in this dynamic region!