Join a leading Managed Service Provider based in Tennessee. Founded in 2004, the company specializes in four key areas - cloud hosting, tech support, business continuity planning and security & compliance consulting. Taking a full-circle approach to managing IT needs for local businesses, the company has built a solid reputation with their clients through delivering reliable, scalable, and cost-effective solutions. In recognition of its early success and growth, the company was awarded the Emerging Business Award in 2006.
The company is seeking for a Centralized Services Manager to join the team. If you would like to learn more about this opportunity, feel free to reach out and apply today!
Responsibilities: Oversee daily operations of the centralized service team, ensuring efficient, high-quality service delivery to managed clients.Leading and mentoring a team of technicians, providing tools and support to resolve client issues.Analyzing service delivery processes to identify opportunities for improvement, optimization, and automation.Implementing best practices for ticket resolution, client communication, and internal collaboration.Monitoring service metrics to ensure high customer satisfaction and proactively addressing service gaps.Acting as the escalation point for high-priority or complex client issues.Work closely with the Service Desk Manager, CTO, and other senior leaders to ensure that service delivery aligns with client expectations and company goals.Review service performance metrics and preparing reports for senior management.Stay up-to-date with industry trends and technologies in IT service management.Oversee client onboarding, ensure smooth transitions and training for both internal teams and clients.Maintain regular communication with clients to assess needs and provide service updates.Preferred Certifications: ITIL Foundation or Practitioner CertificationCompTIA Network+ or A+Any other relevant IT service management or leadership certifications are a plus.Required Skills/Qualifications: 3-5 years of experience in an IT service management or operations role, preferably within a Managed Service Provider (MSP) environment.Proven ability to lead and motivate remote or centralized technical teams.Strong knowledge of IT service delivery, including ITIL, service desk operations, ticketing systems, and RMM tools.Experience managing client relationships to enhance satisfaction and service levels.Excellent communication skills, able to convey technical issues to both technical and non-technical audiences.Strong analytical and problem-solving skills, focused on optimizing service delivery and operational efficiency.Solid understanding of IT systems (servers, networks, endpoints, cloud services).Benefits: Work-from-home flexibility with occasional travel to client sites in the Memphis, Jackson, and Nashville areas.Health, dental, and vision insurance.Paid time off (PTO) and holidays.Professional development opportunities and training.401(k) with company match.Collaborative, growth-oriented team environment.Opportunity to influence and shape service delivery for a growing MSP.Salary: Competitive salary based on experience.
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