Managed Services Leader - Careers with Envision Technology Advisors

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Managed Services Leader


Envision is looking for a business-focused technology professional to take a leadership role in our Ground Control Managed Services practice. In this role, you will be responsible for maintaining high levels of customer satisfaction through exemplary service delivery, effective systems and workflow, and customer service. You will also be responsible for evolving the portfolio through customer demand, industry trends, and business strategy.

A strong candidate for this role will possess the following skills:

  • Management experience with a 24x7x365 Network Operations Center, support, and help desk teams
  • A strong understanding of proactive and reactive support models for IT infrastructure solutions
  • A strong understanding of end user support via a remote help desk
  • The ability to leverage ITSM and Remote Monitoring and Management Platforms for best of breed service delivery
  • The ability to develop and maintain a service / “product” roadmap including ongoing enhancements and updates

Essential Job Functions:

  • Onboarding of new managed services customers
  • Developing and updating Standard Operating Procedures (SOP)
  • Assisting sales and marketing in the development of content to be leveraged to position managed services; this may include assisting with key prospects during the sales cycle
  • Developing the service enablement for new offerings; this will include coordinating with applicable business partners and vendors, reviewing the onboarding methodology, transitioning plan from onboarding to the NOC, analyzing KPIs to ensure team is meeting SLAs, and maintaining high levels of customer satisfaction
  • Driving operational improvements by reviewing metrics, data, and feedback with team members with the goal of continual service improvement
  • Ongoing relationship management with key business partners and vendors
  • Managing escalations from customers and/or internal teams

Qualifications/Requirements:

  • 5+ years of work experience in Network Operation Center, infrastructure management, system administration experience, or equivalent support experience
  • Minimum of 3-5 years of management experience in a 24x7x365 Managed Services/Hosted Services company
  • Demonstrated success in hiring and training a team of employees in a NOC environment
  • Strong time management skills with the ability to multi-task in a fast-paced environment
  • Strong customer service, communication, and presentation skills
  • Familiarity with ITIL standards

To Apply:

Please email resume to: HR@envisionsuccess.net

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