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IT Director Managed Services

Company: BACS Consulting Group Inc.
Location: Mountain View
Posted on: November 22, 2021

Job Description:

Job Description - IT Director, Managed Services
Job SummaryWe are seeking an IT Director to oversee day to day operations and lead service delivery to optimize Organization initiatives as it relates to services and solutions. The IT Director will oversee internal operations and service delivery for our Managed Services Division.

The IT Director will essentially develop and implement processes, policies, and improvements. The ideal candidate will have prior experience working for a Managed Service Provider supporting cross-functional teams and developing effective tools and processes while maintaining a superior client experience.Duties and Responsibilities

  • Develop and enhance service delivery, fulfillment processes and tools to ensure repeatability and standardization; process management; alerting, escalation and management of risks; SLAs and KPIs; templates and process flow.
  • Management of all members of the IT service delivery team.
  • Drive initiatives covering delivery performance, service improvements, quality, and processes.
  • Supervise team and provide leadership, training, mentoring, coaching, and direction
  • Identify, investigate & implement new tools/products/services.
  • Manage multiple client relationships and ensure customer satisfaction.
  • Incident & Escalation Management - Manage severity 1 & 2 outages while providing ongoing email & voice communication, working with technology owners to restore service.
  • Conduct operations reviews to review companies' product and support performance
  • Flexibility to provide support after normal business hoursRequirements and Qualifications
    • Broad background in information technology to effectively understand and resolve incidents which range from the ordinary to complex
    • Understanding of networking concepts and technologies
    • Proven ability to develop and lead others while working independently with minimal supervision
    • Strong customer services skills including excellent written/verbal communication skills
    • Exemplary leadership and organizational skills
    • Dependable, creative, strong work ethic and detail oriented
    • Ability to effectively react and respond to changing situations including the ability to multitask, prioritize, and meet deadlines consistently for several concurrent initiatives
    • Self-motivated and able to work in a team-oriented, collaborative environment

Keywords: BACS Consulting Group Inc., Mountain View , IT Director Managed Services, Executive , Mountain View, California

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