Job DescriptionService Delivery & Operational Excellence
- Lead technical managers and teams; own SLAs, staffing, capacity planning, coaching, and succession planning.
- Build ROI-based technology recommendations and advance security, compliance, risk management, and Microsoft governance practices.
- Report executive KPIs and corrective actions covering SLAs, resolution times, backlog, utilization, billable hours, engagement, retention, patch compliance, Microsoft Secure Score, and audit readiness.
- Lead executive-level escalations for major incidents, including customer communications and post-incident reviews.
Client Strategy & Relationship Management
- Align technology roadmaps, business applications, and ERP planning with customer goals and efficiency needs.
- Sponsor key accounts, lead customer reviews, and use feedback to improve service and accountability.
- Develop service strategies that strengthen customer retention, expand existing accounts, and support revenue growth.
Pay: $145,000.00 - $150,000.00/annually Required Qualifications
- Bachelor's in Computer Science, Information Systems, Engineering, or a related field.
- 15+ years in IT services, managed services, or technology consulting; 5+ years leading customer relationships and service teams, including managers or team leads.
- Recent hands-on Microsoft 365, Modern Work, and Security experience, including Intune, Defender, and Purview.
- Experience with on-premises, hybrid, and cloud-integrated Windows Server; business macOS device management; cybersecurity frameworks; and managed network services.
- Ownership of service and financial KPIs: SLAs, CSAT/NPS, utilization, gross margin, and retention.
- PSA/RMM platform experience, such as ConnectWise, Autotask, HaloPSA, or NinjaOne.
- Experience working within or alongside the Microsoft partner ecosystem is strongly preferred.
- Microsoft certifications in Modern Work, Security, Azure, or related areas; Agile or Scrum experience.
- Executive communication and presentation skills; ability to translate technology into business value and balance customer advocacy with business goals.
- Collaborative, customer-focused leadership with emotional intelligence, strategic thinking, and organized, data-driven execution in a fast-paced service environment.
Job RequirementsOn-Site
