Why clients love us:

We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!

The value you bring:

Reporting directly to the COO, the Director of Technical Services is one of the senior-most members of the Managed Services department, responsible for directing execution of strategic objectives and high-level oversight of key operational groups. The Director of Technical Services provides strategic leadership to ensure alignment of teams in executing business strategy, implementation of process improvements, and operationalization of service/delivery enhancements to help scale our managed services offering, ensure customer satisfaction, and ensure the successful technical delivery of contracted services. The Director of Technical Services oversees managers responsible for the teams delivering technical services offered to our managed services clients, including new client onboarding; cybersecurity operations; disaster recovery + business continuity; as well as Field Services teams. In coordination with the Director of Customer Support and Director of Professional Services, the Director of Technical Services ensures Managed Solution drives value for clients, strong engagement among teams, and the continuous improvement of Managed Solution operations.

The essential duties and responsibilities of the Director of Technical Services include:

• Responsible for the overall success and scalability of Technical Operations in support of our managed services offerings, including the build out of new teams, processes, and procedures to support those functions.
• Identifying and implementing resources, measurable objectives/KPIs, feedback loops, processes, and tools necessary to scale managed service operations to successfully align to the needs of clients within designated target markets. Outlines resource needs of the department in annual budget process with COO and Director of Finance.
• Establishes measurable performance objectives for Technical Operations teams and works with direct reports to ensure alignment and achievement. Monitors and reports on Key Performance Indicators, Objectives/Key Results, utilizing PowerBI, Cognition360, and other tools as possible.
• Directly leads a range of functional areas, including those responsible for new client onboarding; cybersecurity operations; disaster recovery + business continuity; as well as Field Services. Supervises both managers and individual contributors. Cultivates strong engagement among team members, adapting leadership style as appropriate to support each team member’s success. Responsible for hiring decisions, performance management and disciplinary processes (in alignment with the Director of People + Culture), and oversight of training/onboarding/professional development programs for Technical Operations staff.
• Ensuring successful delivery of services in accordance with contractual obligations, regulatory and compliance requirements, and company profitability targets.
• Responsible for coordinating Managed Solution response to high-priority client escalations, outages, and other Technical Operations emergencies in a 24/7/365 environment, including taking an active role in resolution activities outside of normal business hours.
• Collaborating with clients, sales teams, and executive team members to understand evolving client needs and making recommendations regarding service offerings, tools, processes, and procedures to ensure successful service delivery and client success.
• Builds strong relationships with internal and external customers. Receives and resolves escalated customer concerns related to Technical Operations.
• Engages in presales and account management cycles as necessary to provide executive sponsorship or clarify technical services.
• Drives continuous improvement and innovation within the Technical Operations function. Models and drives growth mindset, along with high levels of accountability, among team members. Identifies and implements best-practice standards.
• Demonstrates a dedication to continued learning and development, including the attainment of technical certifications as appropriate to support business needs.

Additionally, the Director of Technical Services will be responsible for complying with all company and departmental policies, and for other projects/duties as assigned.

Work/After-Hours Availability Requirements: An individual in this position will work a standard workweek Monday through Friday, with normal work hours to be agreed upon based on Company needs. Managed Solution operates in Pacific Time Zone, though some scheduling flexibility may be offered for employees in other regions. Managed Solution operates a 24x7x365 business to support our clients’ key IT infrastructure. This position will have overall responsibility for the Technical Operations team and will need to be available outside of standard business hours as needed to drive resolution activities of high-priority issues and escalations for Technical Operations.

Education and Work Experience Requirements:

• 12+ Years of experience in IT, including 7+ years in a technical leadership role with personnel management responsibilities, plus a Bachelor of Science in a related field. Equivalent combinations of experience and education will be considered. Previous experience within a Managed Services Provider highly desired: at a minimum, successful candidate should have experience coordinating the IT strategy for companies of various sizes (SMB to Enterprise) and across several industries, including those with complex regulatory requirements.
• Demonstrated experience building and/or growing functional areas to scale a business or implement new service offerings. Previous experience setting up a SOC highly desired; previous experience leading or overseeing cybersecurity teams required.
• Excellent verbal, written, and interpersonal communication skills (English), including ability to effectively communicate with diverse individuals inside and outside the organization, including in remote/hybrid contexts.
• Demonstrated success in managing budgets and scaling operations highly desired.
• Demonstrated ability to make data-driven decisions to improve service delivery, processes, or team member performance.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary service to internal and external customers.
• Proven ability to succeed in a highly autonomous role with decision making responsibilities related to matters of significance to the business.

Technical Skills/Competencies:

• Strong technical proficiency across a range of technologies: Windows Server, OS, Azure, Active Directory, Azure AD, Office365, Networking, Systems Administration.
• Technical certifications highly desired and may become required for continued employment.
• Proficiency in cybersecurity principles, network monitoring, incident response, and business continuity strategies.
• Administrator level knowledge of ticketing systems (Connectwise preferred)
• Proficiency in using Microsoft business applications is required, including Office365, Outlook, Excel, Word, SharePoint, Teams.
• Previous experience with business intelligence software and analytics tools such as PowerBI highly desired.

Supervisory Skills/Competencies:

This individual is responsible for hiring, coaching, and developing individuals and manager in the Technical Operations group of the Managed Services department. They will need to demonstrate effective leadership skills (communication, conflict management, performance management) and will be responsible hiring/firing decisions for assigned reports.

Physical Demands:

The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to communicate in written and spoken English; to hear; to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Managed Solution is an equal opportunity employer and will consider qualified applicants who can perform the essential functions of the job, with or without reasonable accommodation.

E-Verify Participation:

Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Managed Solution participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, Managed Solution will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information, see https://www.uscis.gov/e-verify.

Compensation & Benefits*

Base Wage Range: $135,000 - $150,000 per year

(Position may be eligible for additional incentive or bonus opportunity.)

Managed Solution considers a range of factors when determining an appropriate wage. Such factors include but are not limited to: years of related experience, industry knowledge, formal education, relevant certifications, and geographic location. Wages are paid as earned and in accordance with Company policies.

Additional Perks:

• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
• 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days
• Holidays – Managed Solution celebrates 7 paid holidays each year
• Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!
• Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs)
• Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7
• $100K Life/AD&D policy provided for all employees, free of charge!
• Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
• $80/Month Cell Phone + Internet Reimbursement

*All Company compensation and benefits programs are subject to Company policy and plan documents and are subject to change at Company’s sole discretion.

Why our employees love working here:

We believe our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We believe our team and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue Microsoft certifications, to supporting and partnering with multiple non-profit organizations, we believe this is where healthy and happy employees thrive.

As we grow, we are anchored and driven by our Core Values: I <3 IT!

• Integrity – We demonstrate consistent, trustworthy behavior. We are honest with everyone, take ownership (even in the face of failure), and do the right thing... even when no one is looking.
• Heart – We show genuine care for our community, our customers, and our culture. We believe people are at the heart of IT! We are authentic, inclusive, and take time to celebrate and enjoy one another's company.
• Innovation – We cultivate a diverse work environment and forward-thinking business by supporting an open exchange of ideas, driven by creativity and collaboration. We're dedicated to consistently delivering excellence through a ‘yes- to- what’s-next’ attitude.
• Teamwork – We work together and support one another to achieve a clear, common goal, while taking accountability for our own contribution's and the overall team's success.

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Managed Solution are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation.

At Managed Solution we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.