Job Description 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 s Apply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjQ2OTMwLjEwNTA4QHVzbG9naWNhbGlzY29tcC5hcGxpdHJhay5jb20