Director Of Technical Services/Managed Services (Remote)

Net at Work provides next-generation technology solutions and services that enable our clients to unleash the power of their businesses. These solutions are customized to meet the demands of specific industries through the integration of best-of-breed applications. With expertise in finance, accounting, operations, workforce management, and customer experience, Net at Work serves as a trusted advisor, helping small- and mid-sized businesses keep pace with the competition, win new customers, improve profitability, and thrive in the digital economy.

Having started with just two employees, Net at Work is now more than 300 employees strong, and we are still growing. We are looking to expand our team with experienced professionals who share our core values and are problem solvers, promise keepers, collaborative integrators, inspiring coaches and driven intrapreneurs.

The Net at Work Managed IT Services Practice provides 'Best in Class' service and support to national clients 24x7, under the guidance of the Director of Technical Services/Managed Services. As an effective hands-on leader, the Director of Technical Services/Managed Services is the operations problem solver and client evangelist, overcoming and avoiding the day-to-day obstacles to ensure smooth operations and an excellent experience.

The Director of Technical Services/Managed Services has oversight of all services and customer interactions including SOW creation, project delivery, service desk, NOC operations, SOC, and field services. Working alongside these teams, the Director of Technical Services/Managed Services will have a pulse of our client's infrastructure and proactively work with all stakeholders to ensure high quality and that client's expectations are exceeded.

Aiding in the sales process, the Director of Technical Services/Managed Services will create and maintain a profitable services catalog. This role will support pre-sales and account management functions to identify, develop, and close successful profitable opportunities. The Director of Technical Services/Managed Services will have P&L responsibility against set targets around practice and agreement gross profit.

Responsibilities:

• Own P&L responsibility for the practice as a whole, project engagements, and client agreements

• Operate with a sense of urgency, accountability, and ownership

• Direct and manage the overall and day-to-day business execution of client projects to ensure quality work products, solutions, and deliverables.

• Manage relationships with clients, maintaining frequent and direct contact with client staff and senior level executives.

• Identify and implement techniques to improve engagement productivity, increase efficiency, mitigate risk, resolve issues and achieve cost savings for our clients.

• Routinely present to executive leadership updates that include practice performance, risk, client health, and initiative progress

Client Satisfaction

• Proactively seek/create opportunities to participate in client interactions to ensure highest levels of customer satisfaction are achieved

• Ensure project deliverables exceed client expectations

• Develop and maintain positive relationships with key client/partner/stakeholders to ensure effective communication channels exist and client/partner satisfaction is achieved

• Implement communication strategies with client to effectively promote team accomplishments and review project status/delivery milestones on a regular basis (written status reports, client meetings, conference calls etc.)

• Ensure a high degree of client satisfaction and retention leveraging CSAT, NPS, and client QBR meetings.

• Develop in-depth understanding of client business needs and position self as a key decision-making partner

• Oversee projects to meet or exceed parameters of project scope, timeline, and gross profit

Business Development

• Oversee the structuring of consulting engagements and support contracts to ensure they are properly scoped to meet the customer's requirements and profitability.

• Lead efforts with existing accounts to drive proactive upgrades and service upsells; including relevant pre-sales activities, building senior management client/partner relationships, qualifying projects, understanding requirements, delivering presentations and proposals and closing new business

• Identify and position opportunities outside scope of current engagement

• Develop proposals for new/follow-on business

• Work with senior management and account team to develop and implement pricing strategy for new engagements

• Working with account management functions, become a trusted advisor with strategic accounts

Delivery

• Oversight of 24x7 operations that are led by team leads; including NOC, SOC, and Service desk. Exceeding metrics including CSAT, response, escalation, and resolution times.

• Oversight of the project management engineering and shared services PMO including SOW construction and ensuring projects are held within scope, budget, and schedule targets

• Promote value billing and efficiency in service delivery

• Oversight into timesheet and documentation management, ensuring individual utilization exceeds targets.

• Act as escalation point for clients and team members

• Establish and maintain relationship with third party vendors

• Report project status and other relevant business metrics to senior management on a regular basis and/or as required (utilizing written updates, conference calls, etc.) Oversee achievement of several scorecard and key performance indicators directly or through collaboration with other roles in services, sales and marketing.

Manage and Develop Team

• Capacity and personnel management; including hiring, utilization, and development

• Effectively build, develop, and manage team of in-house and 3rd party consultants at client site(s)

• Regularly perform 1:1s with direct reports to provide feedback and coaching

• Partner with senior management to provide career path planning and coaching to ensure job satisfaction and professional growth

• Maintain low attrition rate and promote high team morale

• Partner with senior management to facilitate placement/allocation of consultants and project staff

• Complete annual performance reviews and informal/formal performance review processes and relevant feedback as needed

• Accessible, collaborative, hands-on when needed for team members, managers, and peers.

• Lead regular team meetings to celebrate wins and provide updates on metrics and initiatives

Core Requirements:

• Demonstrated strong leadership and time management skills

• Prior experience overseeing NOC, SOC, and/or Service Desk operations

• 5+ years' experience in Managed IT Services or consulting background with a record of delivering technical solutions and great client experiences

• Willingness to be hands-on and understand when to zoom in or zoom out to solve problems

• Ability to learn and adapt quickly, keeping on top of industry news and trends

• Ability to communicate with tact and diplomacy in high-stress situations

• Meticulous and detail oriented

• Obsessed with documentation and time management. Demonstrated ability to build robust process and procedures.

• Strong business and technical acumen.

• Willingness to travel periodically.

Desired Requirements:

• Prior experience managing a P&L.

• Prior experience with pre-sales activity, client budgeting, and building technical roadmaps.

• Experience with EOS methodology.

• Bachelor's degree and recent industry certifications.

Base [salary range]: $140,000 to $190,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.

We provide competitive, affordable, and diverse benefit programs that support your total health - from healthy body to healthy mind. These benefits support you and your family in all aspects of life:

• Health and Welfare (Medical, Dental, Vision)

• Accident, Critical Illness, and Hospital Indemnity

• Employee Assistance Program (EAP)

• Life and AD&D Insurance

• Short- and Long-Term Disability Insurance

• Flexible Spending Accounts

• Transportation and Parking Accounts

• Health Savings Accounts (with company contribution)

• Retirement Planning (401k with matching contribution)

• Legal Benefits

• Identity Theft Protection

• Pet Insurance

• Wellness Program Offerings

• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.

• 8 Paid Holidays per year, including 1 floating holiday.

The compensation and benefits information are accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

The Company expects to accept applications for this position until June 7, 2024 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organization levels in all its forms, including but not limited to religion, racism, sexism, classism, heterosexism, ageism, and ableism. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status, or veteran status.