Remote

Manager, Service (Managed Services)

Core BTS, Inc.
vision insurance, long term disability, flex time, 401(k)
United States
May 01, 2025
Job Summary The Manager, Services is responsible for the performance and delivery of their assigned team within Managed Services. The role requires consistent and transparent feedback, attention to detail, and high standard of organization and communication in the delivery of support and projects. Essential Duties Accountable for managing service delivery of the assigned team to include performance reviews and reporting Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensures the information systems and the review structure for SLAs and client satisfaction are in place and effectively used Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base Ensures and monitors that processes are in place to proactively protect consistent service quality through rigorous management of change control, problem management and configuration management Ensures engineers are scheduled and trained to meet both existing and new business demand Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit Constantly improves the quality and teamwork of the Managed Services department to ensure a seamless delivery of service for customers Motivates, develops and mentors Managed Services team members Champions teamwork and knowledge sharing Provides scoping support to new business opportunities Takes an active role in demonstrations and customer visits Personnel scheduling and hiring needs With the continuous growth in the practice group, the processes need to be regularly reviewed and assessed for that expansion Review incidents with other managers, Engineers and Account Executives working to resolution Provide input on expansion, hiring, terminations, and technologies supported by team Provide input on professional development plans to further develop team members Collaborate with peers across Managed Services Practice Knowledge, Skills, and Abilities 3-5 years in a people management role Fundamental knowledge of Microsoft M365 Platform, Microsoft Azure, Cisco Network Concepts, ServiceNow, Monitoring Tools ITIL Foundations Certification Client interactions will be required Attention to detail and sense of ownership Accountability to drive resolution to completion Strong problem-solving skills and attention to detail Excellent communication and interpersonal skills Ability to work effectively both independently and as part of a team Management experience in an MSP environment or IT environment Benefits - you'll love working at NRI not just for the usual benefits, but for our environment and culture! You'll work with a great group of people in a highly collaborative team and results oriented atmosphere You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle You'll work with large, sophisticated, and progressive clients throughout North America We provide a comprehensive benefits program including: $0 Healthcare option, company contribution to Health Savings Account with enrollment in a qualifying plan, 401(k) plus company match, Professional Development funds, Flexible Time Off (FTO) plus 11 company holidays, 4 weeks Parental/Caregiver Leave, company paid family building/fertility benefits through Progyny, Dental and Vision Insurance, and company paid Life/AD&D, short term and long term disability insurance. In addition to base salary, this role is eligible for discretionary bonus plan based on company and individual performance. Compensation decisions are dependent on the facts and circumstances of each candidate, including experience and location. Notices The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. NRI North America is proud to be an Equal Opportunity/Affirmative Action employer. NRI North America will accept applications on an ongoing basis. NRI North America will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance. If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to CareersBegin@nri-na.com.