Director Managed Services

LocationWayne, Pennsylvania, United States | Indianapolis City (Balance), Indiana, United States

TypeOnsite

Sub

Position Summary:

The Director of Managed Services reports to the VP, Managed Services and is responsible for driving strategy and performance while overseeing and managing the day-to-day operations of our national service desk and network operations center. This role accountable for ensuring the smooth and efficient delivery of services to clients while meeting or exceeding established metrics and KPI’s.

Key Responsibilities:

Assist in development and drive implementation of strategic plans, objectives, and initiatives for your group in alignment with the overall organizational goals.
Define and implement operational policies, procedures, and best practices to enhance service delivery efficiency and effectiveness.
Identify opportunities for process improvement, automation and operational optimization to drive cost savings and enhance service quality.
Oversee the delivery of Service Desk and NOC services, ensuring adherence to metrics, KPI’s and contractual obligations.
Monitor key performance indicators (KPIs) and metrics to assess the performance and effectiveness of the your team.
Implement quality control measures and continuous improvement initiatives to enhance service delivery and client satisfaction.
Provide strong leadership to your team, including hiring, training, and performance management.
Foster a culture of teamwork, collaboration, and continuous learning within the department.
Set performance goals and objectives for team members and conduct regular performance reviews.
Act as an escalation for key national clients and address client escalations is a timely matter.
Understand key national client needs and requirements, ensuring that services are aligned with their contract.
Develop and manage the budget for your department, ensuring financial targets are met.
Monitor and control costs, identifying opportunities for cost optimization and revenue growth.
Prepare reports and analysis for senior management.

Qualifications:

Excellent leadership and team management skills.
Exceptional communication and interpersonal abilities.
Analytical mindset with the ability to make data-driven decisions.
Strong financial acumen and budget management skills.
Proven track record of building and maintaining client relationships.
Experience in process improvement and change management initiatives.

Experience and Education:

Bachelor's degree in an IT, business or a related field.
3+ years in a leadership role managing 20+ IT support staff.
Strong understanding of IT service management (ITSM) principles and best practices.
Able to work from the Meriplex office in either our Indianapolis, IN or Wayne, PA location.

Disclaimer:

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Life at Meriplex

Meriplex is an enhanced service provider specializing in Unified Communications, Managed Services, and Cloud Computing Solutions for the enterprise market. With global clients, the seasoned Meriplex Managed Services Support Desk is staffed 24/7/365 with certified professionals across our multiple North American facilities. With company headquarters now in Houston, Texas, Meriplex resides in the energy capital of the world proudly servicing some of the largest Fortune 500 companies. Meriplex provides the following services:

Innovative Hybrid Cloud Solutions Global SD-WAN or MPLS with SIP Network Solutions Total Care SaaS IT Systems Management as a Service Infrastructure and IT Managed Services 24x7x365 Certified Cisco Master Collaboration and Cloud and Managed Services Partner Solutions

Meriplex develops lasting customer relationships by demonstrating can-do attitudes in providing creative, reliable, and personalized solutions. We strive to become the Service Provider of choice by delivering quality customer experiences utilizing automation, technology and an engaged workforce.

Meriplex embraces a profound culture that demands quality, excellence, and reliable cost effective solutions for our customers. Confident in the knowledge that people buy from people, not companies, Meriplex focuses every day on customers business requirements. Our success can be directly attributed to our complete attention to customer service and satisfaction. Meriplex Communications services enterprise businesses around the globe

Thrive Here & What We Value

Equal Employment Opportunity Employers

Looking for bright and eager IT professionals to join their team to drive assigned operational resource teams and push projects through to completion.

Meriplex strives to provide excellent customer service

Meriplex values both education and experience equally

Offers a full benefits package including medical, dental, vision, disability, group term life insurance, 401K, plus PTO, holiday pay, as well as referral bonuses.