Job Description \nSummary\n\nResponsible for leading and overseeing a diverse team of Tier 1 Operators, Tier 2 System Administrators, Tier 3 Engineering, and Architect teams supporting multiple platforms. This manager will be responsible for delivering high-quality, efficient, and reliable managed services to our clients. This role combines leadership, strategic planning, and hands-on operational management to drive service excellence and client satisfaction.\n \nEssential Duties and Responsibilities:\n \nOperational Leadership\n\n * Oversee the day-to-day operations of Tier 1, Tier 2, Tier 3, and Architect support teams, ensuring SLAs, KPIs, and client expectations are consistently met.\n\n * Develop and implement best practices, policies, and procedures to optimize service delivery.\n\n * Monitor and analyze operational performance metrics and initiate corrective actions as necessary.\n\n * Monitor and manage the ticketing system to ensure timely resolution of incidents and service requests.\n\nTeam Leadership & Development:\n\n * Lead, mentor, and manage a diverse team of network operators, administrators, engineers, and architects across multiple tiers.\n\n * Foster a culture of collaboration, accountability, and continuous improvement.\n\n * Provide ongoing training and professional development opportunities to enhance team skills and capabilities.\n\n * Conduct regular performance evaluations, set goals, and provide feedback to ensure high team morale and accountability.\n\nClient Service Excellence:\n\n * Serve as an escalation point for complex issues and critical incidents, ensuring timely resolution and client satisfaction.\n\n * Collaborate with clients to understand their business needs and align managed services accordingly.\n\n * Build and maintain strong relationships with key stakeholders to foster trust and partnership.\n\n * Develop and maintain key performance indicators (KPIs) and service level agreements (SLAs) to measure success and identify areas for improvement.\n\nProcess Improvement:\n\n * Identify inefficiencies in current processes and implement automation or workflow optimizations to enhance productivity and reduce downtime.\n\n * Collaborate with cross-functional teams to align service operations with broader organizational goals.\n\n * Participate in post-incident reviews to identify root causes and drive continuous improvement\n\nTechnical Oversight:\n\n * Provide guidance on complex technical challenges and ensure appropriate solutions are implemented.\n\n * Ensure adherence to security protocols and compliance requirements.\n\n * Partner with architects to plan and execute platform upgrades, migrations, and new implementations for the private cloud environment.\n\nStrategic Planning and Execution:\n\n * Collaborate with senior leadership to align operational strategies with organizational goals.\n\n * Develop and implement initiatives to improve service delivery, scalability, and operational efficiency.\n\n * Stay informed on industry trends and emerging technologies to guide strategic decision-making.\n\n * Demonstrate and actively promote an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.\n\n * Maintain a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis to ensure adherence in a manner that reflects honest, ethical and professional behaviors.\n\n * Support and conduct self in a manner consistent with customer service expectations.\n\nSupervisory Responsibilities \n \nDirectly supervises Managed Services Managed Services Operations team, Assistant Managers, and Architects. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.\n \nQualifications \n \nTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\n \nEducation/Experience/Technical Requirements/Certifications \n\nEquivalent combination accepted.\n \nEducation \n\n * Bachelor's Degree in a related field.\n\nExperience / Technical Requirements\n\n * 7-10 years' experience in related area with IT background including:\n\n * At least 5 years in a leadership role\n\n * Proven experience in designing and implementing managed services solutions.\n\n * Excellent leadership, communication and interpersonal skills.\n\n * Customer-focused with a strong commitment to delivering high-quality service.\n\n * Proficient use of all Microsoft Office applications.\n\nCertifications\n\n * ITIL Foundation Certification Preferred\n\nOther Skills and Abilities \n\n * Strong technical and customer interaction skills.\n\n * Ability to have business level conversation with customers and assist them in deploying solutions to meet business requirements.\n\n * Self-starter with excellent organizational, administrative and interpersonal skills.\n\n * Ability to multi-task and work in fast paced environment.\n\n * Ability to successfully work as a team and independently.\n\n * Detail oriented.\n\n * Ability to follow through with tasks, projects, troubleshooting with minimal supervision.\n\n * Outstanding oral, written, technical and business communication skills.\n\nPhysical Demands\n \nThe physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\n \nWhile performing the duties of this Job, the employee is required to either be sitting, standing, or in a similar posture as well as talk, see, hear, and use hands and arms. The employee may occasionally be required to move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may also occasionally lift and/or move up to 10 pounds.\n \nThe above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.\n \nLogicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion a To view the full job description please use the link below. https://www.aplitrak.com/?adid=YmJnZW5lcmljLjIyOTc1LjEyMjQ4QHVzbG9naWNhbGlzY29tcC5hcGxpdHJhay5jb20
