Manager of Managed Services Operations - Network, UC, and Data Center- - ZZ36C_1-5953

Logicalis • Little Rock, AR • 1w ago

This job was posted by https://www.arjoblink.arkansas.gov : For more information, please see: https://www.arjoblink.arkansas.gov/jobs/4458034 Job Description

Summary

Responsible 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.

Essential Duties and Responsibilities:

Operational Leadership

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.

Develop and implement best practices, policies, and procedures to

optimize service delivery.

Monitor and analyze operational performance metrics and initiate

corrective actions as necessary.

Monitor and manage the ticketing system to ensure timely resolution

of incidents and service requests.

Team Leadership & Development:

Lead, mentor, and manage a diverse team of network operators,

administrators, engineers, and architects across multiple tiers.

Foster a culture of collaboration, accountability, and continuous

improvement.

Provide ongoing training and professional development opportunities

to enhance team skills and capabilities.

Conduct regular performance evaluations, set goals, and provide

feedback to ensure high team morale and accountability.

Client Service Excellence:

Serve as an escalation point for complex issues and critical

incidents, ensuring timely resolution and client satisfaction.

Collaborate with clients to understand their business needs and

align managed services accordingly.

Build and maintain strong relationships with key stakeholders to

foster trust and partnership.

Develop and maintain key performance indicators (KPIs) and service

level agreements (SLAs) to measure success and identify areas for improvement.

Process Improvement:

Identify inefficiencies in current processes and implement

automation or workflow optimizations to enhance productivity and reduce downtime.

Collaborate with cross-functional teams to align service operations

with broader organizational goals.

Participate in post-incident reviews to identify root causes and

drive continuous improvement

Technical Oversight:

Provide guidance on complex technical challenges and ensure

appropriate solutions are implemented.

Ensure adherence to security protocols and compliance requirements.

Partner with architects to plan and execute platform upgrades,

migrations, and new implementations for the private cloud environment.

Strategic Planning and Execution:

Collaborate with senior leadership to align operational strategies

with organizational goals.

Develop and implement initiatives to improve service delivery,

scalability, and operational efficiency.

Stay informed on industry trends and emerging technologies to guide

strategic decision-making.

Demonstrate and actively promote an understanding and commitment to

the mission of Logicalis through performing behaviors consistent with the organization\'s values.

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.

Support and conduct self in a manner consistent with customer

service expectations.

Supervisory Responsibilities

Directly 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.

Qualifications

To 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.

Education/Experience/Technical Requirements/Certifications

Equivalent combination accepted.

Education

Bachelor\'s Degree in a related field.

Experience / Technical Requirements

7-10 years\' experience in related area with IT background including:

At least 5 years in a leadership role

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