Director of Managed Services

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.

Requirements

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

Benefits

• 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.