Managed Services Operations Manager - Systems

Summary

Responsible for leading and overseeing a diverse team of Tier 1 Operators, Tier 2 System Administrators, Tier 3 Engineering, and Architect teams supporting multiple platforms.  This manager will be responsible for delivering high-quality, efficient, and reliable managed services to our clients.  This role combines leadership, strategic planning, and hands-on operational management to drive service excellence and client satisfaction.

Essential Duties and Responsibilities:

Operational Leadership

• Oversee the day-to-day operations of Tier 1, Tier 2, Tier 3, and architect support teams, ensuring SLAs, KPIs, and client expectations are consistently met.

• Develop and implement best practices, policies, and procedures to optimize service delivery.

• Monitor and analyze operational performance metrics and initiate corrective actions as necessary.

• Monitor and manage the ticketing system to ensure timely resolution of incidents and service requests.

Team Leadership & Development:

• Lead, mentor, and manage a diverse team of system operators, administrators, engineers, and architects across multiple tiers.

• Foster a culture of collaboration, accountability, and continuous improvement.

• Provide ongoing training and professional development opportunities to enhance team skills and capabilities.

• Conduct regular performance evaluations, set goals, and provide feedback to ensure high team morale and accountability.

Client Service Excellence:

• Serve as an escalation point for complex issues and critical incidents, ensuring timely resolution and client satisfaction.

• Collaborate with clients to understand their business needs and align managed services accordingly.

• Build and maintain strong relationships with key stakeholders to foster trust and partnership.

• Develop and maintain key performance indicators (KPIs) and service level agreements (SLAs) to measure success and identify areas for improvement.

Process Improvement:

• Identify inefficiencies in current processes and implement automation or workflow optimizations to enhance productivity and reduce downtime.

• Collaborate with cross-functional teams to align service operations with broader organizational goals.

• Participate in post-incident reviews to identify root causes and drive continuous improvement

Technical Oversight:

• Provide guidance on complex technical challenges and ensure appropriate solutions are implemented.

• Ensure adherence to security protocols and compliance requirements.

Strategic Planning and Execution:

• Collaborate with senior leadership to align operational strategies with organizational goals.

• Develop and implement initiatives to improve service delivery, scalability, and operational efficiency.

• Stay informed on industry trends and emerging technologies to guide strategic decision-making.

• Demonstrate and actively promote an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.

• Maintain a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.

• Support and conduct self in a manner consistent with customer service expectations.

Supervisory Responsibilities    

Directly supervises Managed Services Operations team, Assistant Managers, and Architects responsible for Systems and Modern Workplace. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience/Technical Requirements/Certifications                              

Equivalent combination accepted.

Education

• Bachelor’s Degree in a related field.

Experience / Technical Requirements

• 7-10 years’ experience in related area with IT background including:

• At least 5 years in a leadership role

• Proven experience in designing and implementing managed services solutions.

• Excellent leadership, communication and interpersonal skills.

• Customer-focused with a strong commitment to delivering high-quality service.

• Proficient use of all Microsoft Office applications.

Certifications

• ITIL Foundation Certification Preferred

Other Skills and Abilities 

• Strong technical and customer interaction skills.

• Ability to have business level conversations with customers and assist them in deploying solutions to meet business requirements.

• Self-starter with excellent organizational, administrative and interpersonal skills.

• Ability to multi-task and work in fast paced environment.

• Ability to successfully work as a team and independently.

• Detail oriented.

• Ability to follow through with tasks, projects, troubleshooting with minimal supervision.

• Outstanding oral, written, technical and business communication skills.

Physical Demands

The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is required to either be sitting, standing, or in a similar posture as well as talk, see, hear, and use hands and arms.  The employee may occasionally be required to move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may also occasionally lift and/or move up to 10 pounds.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance.  We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.

Salary Compensation Range:  $100,000 to $134,000 plus bonus