Experienced Manager - Managed Services

Overview

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world’s leading financial centers – New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.

Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion. Visit bakertilly.com or join the conversation on LinkedIn, Facebook and Instagram.

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Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.

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Responsibilities

Job Description:

Baker Tilly is seeking an Experienced Manager to define, develop and execute our strategy for supporting Managed Services clients. This role will require an energetic and adaptable candidate who seeks continuous improvement and thrives in rapidly changing situations. The Senior Manager will oversee the development and launch of the Managed Services support team and platform to bolster Baker Tilly’s existing consulting offerings and enable greater client success. This manager will provide strategic direction for team growth and client oversight.

• Establish and lead the Managed Services function, including project oversight, coordination with marketing and business development, staffing, creating an organizational structure, identifying technologies, managing service quality (SLA development), and growth strategies.
• Work directly with the Baker Tilly leadership team to establish and drive our Managed Services agreements, including running our Tier 1 and 2 support functions, service desk platform, and coordination of higher-level support with existing consulting teams. An ideal candidate will drive service desk growth and set strategic direction for the program.
• Provide hands-on leadership of and involvement in strategic planning, implementation oversight, complex problem-solving, SLA definitions, quality and compliance, continuous performance tracking, measurement and goal attainment, ongoing assessment and management of service desk operational efficiencies and effectiveness, value-based revenue growth, cost controls and profitability (P&L), and collaboration with other leadership team members.
• Coordinate, mentor, empower, and retain high-performing, results-oriented, cross-functional support staff, fostering a sense of urgency and team-oriented culture rooted in leadership by example. Ensure that Tier 1, Tier 2, and advanced support Managed Services technicians work together to ensure efficient and effective problem resolution, optimization of the customer service experience, and overall customer satisfaction.
• Create and adopt industry standards, efficient workflows, and best practices resulting in optimized service desk operations, financial performance, and happy customers. Periodically assess workforce, facility and technical needs based on capacity planning and present recommended changes/acquisitions to Baker Tilly leadership.
• Maintain relationships with third-party vendors including software providers and outsourced onshore/offshore resource providers.
• Attend pertinent events to stay abreast of industry developments, advance individual and team capabilities/skills and help grow the business.
  
  

Qualifications

• 10+ years working in a Tier 1/2, technology-enabled IT and/or IT inbound service desk/help desk environment, providing a variety of technical and maintenance support, ideally, in a remote support capacity serving multiple customers concurrently.
• 5+ years of successful service desk management experience -- Hiring, developing, managing, and retaining diverse, high-performing service desk teams, monitoring team performance, and empowering team members set, meet, and exceed goals
• Experience leading teams in a decentralized and offshore environment.
• Has built, evolved and/or scaled Tier 1, Tier 2, and advanced support managed services operations resulting in improved workflow, documentation, and customer satisfaction. Has built service desk operations and teams that are leveraged across multiple clients and user communities.
• Business acumen – budgeting, basic financial metrics, and managed services performance measurements.
• Direct sales support including C-suite relations, proposal writing, RFP responses, onsite presentations, marketing collateral development, and other sales support expertise.
• Prior experience working with Zen Desk, Jira, Azure Dev Ops and/or Oracle Help Desk preferred.