Senior Manager of Technical Services
- Job Title
- Senior Manager of Technical Services
- Job ID
- 27739298
- Work Remote
- Yes
- Location
- Remote
- Other Location
- Description
-
The Senior Manager of Technical Services will play a critical role in delivering exceptional customer maintenance and support services for MCP’s CMIT (Co-Managed IT) clients. This position is responsible for overseeing the successful execution of all managed services solutions, ensuring client satisfaction, and maintaining the overall health of managed services contracts. The individual in this role will provide leadership, coaching, and day-to-day management to Network Service Technicians and Service Managers, guiding them to deliver high-quality results in alignment with the organization's core values: Persistence, Integrity, Trust, Accountability, and Prudence. The Senior Manager will also have a key role in client engagement, ensuring a seamless experience from proposal to service delivery, and may oversee other technical and project resources within their designated region.
DUTIES AND RESPONSIBILITIES:- Deliver comprehensive CMIT lifecycle management and managed services, ensuring successful contract execution and client satisfaction.
- Manage and mentor CMIT personnel assigned to support client contracts, fostering a client-centric approach and promoting long-term, trust-based relationships.
- Support MCP’s broader enterprise client strategy by promoting additional services and solutions.
- Act as the primary escalation point for clients within the assigned region, ensuring the timely and quality execution of deliverables.
- Lead the creation, proposal, and delivery of compelling managed services solutions for both new and existing clients.
- Collaborate with relevant teams to develop and renew lifecycle management services contracts.
- Monitor program performance to ensure a balance between client satisfaction and financial health, making necessary adjustments as required.
- Coordinate and prioritize resources to meet client expectations, actively participating in negotiations to adjust scopes, budgets, and procurement strategies.
- Manage third-party contracts to fulfill program requirements and ensure seamless service delivery.
- Prepare and present detailed reports on program performance to clients, offering strategic recommendations.
- Maintain personal utilization levels in line with company objectives and ensure regional and division goals are met.
- Regularly engage with clients and executives through discussions, meetings, and presentations, maintaining a professional appearance and demeanor.
- Perform other related duties as assigned by management, with a focus on client engagement, satisfaction, and program execution.
- Supervise delivery team members, including tracking utilization, reporting metrics, and conducting performance evaluations.
- Provide leadership, mentoring, and professional development opportunities for team members to optimize performance.
- Respond to daily operational needs, ensuring effective communication and coordination within the team.
- Lead team meetings and contribute to strategic planning and the achievement of regional goals.
- Experience: Minimum of 10 years in service delivery within the public sector, focusing on public safety and managed services. At least 5 years in a supervisory or managerial role with direct reports.
- Education: Bachelor’s degree or equivalent experience in Information Technology.
- Technical Skills:
- Extensive experience with IT Networking Technology.
- Familiarity with ITIL standards; certification is a plus.
- Experience managing a help desk/support organization.
- Knowledge of VM infrastructure; experience is a plus.
- Experience with Cyber Security is desirable.
- Project Management experience is desirable.
- Strong writing and presentation skills.
- Ability and interest in learning new IT technologies.
- Experience is deploying network devices such as Firewalls , switches, servers
- Experience in analyzing and trouble shooting Information Technology (IT) networks
- Technical coaching and leadership for staff system Administrators.
- Sector Experience: A background in Public Safety IT operations or other public sector IT environments is highly desired.
- Travel: Ability to travel 25-50% as required.
ABOUT US:
Mission Critical Partners, LLC
Mission Critical Partners (MCP) is a leading provider of data, consulting, engineering, network and security solutions that are transforming segmented mission-critical networks and operations into interwoven ecosystems to improve response and justice outcomes in the communities and ever-expanding markets we serve. Through our breadth and depth of experience and an extensive network of resources, we are able to offer unique and successful solutions that help our clients improve technology and operations across a variety of industries ranging from public safety and justice to utilities, healthcare, and more. Additional information and career opportunities are available at MissionCriticalPartners.careers
Mission Critical Partners (MCP) is an Equal Opportunity/Affirmative Action Employer. We provide fair and equal employment opportunities to all qualified applicants, regardless of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.
United States citizens, Green Card holders and those authorized to work in the United States are encouraged to apply. We are unable to sponsor H1b candidates at this time.
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