Director of Technical Services
Net at Work
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $140,000 - $190,000 per year
Job Level
Lead
About the role
- Own P&L responsibility for the practice as a whole, project engagements, and client agreements.
- Operate with a sense of urgency, accountability, and ownership.
- Direct and manage the overall and day-to-day business execution of client projects to ensure quality work products, solutions, and deliverables.
- Manage relationships with clients, maintaining frequent and direct contact with client staff and senior-level executives.
- Identify and implement techniques to improve engagement productivity, increase efficiency, mitigate risk, resolve issues, and achieve cost savings for our clients.
- Routinely present to executive leadership updates that include practice performance, risk, client health, and initiative progress
- Proactively seek/create opportunities to participate in client interactions to ensure the highest levels of customer satisfaction are achieved
- Ensure project deliverables exceed client expectations
- Develop and maintain positive relationships with key client/partner/stakeholders to ensure effective communication channels exist and client/partner satisfaction is achieved
- Implement communication strategies with clients to effectively promote team accomplishments and review project status/delivery milestones on a regular basis (written status reports, client meetings, conference calls, etc.)
- Ensure a high degree of client satisfaction and retention by leveraging CSAT, NPS, and client QBR meetings.
- Develop an in-depth understanding of client business needs and position yourself as a key decision-making partner
- Oversee projects to meet or exceed parameters of project scope, timeline, and gross profit
- Exceeding metrics including CSAT, response, escalation, and resolution times.
- Act as an escalation point for clients and team members
- Establish and maintain relationships with third-party vendors
- Report project status and other relevant business metrics to senior management on a regular basis and/or as required (utilizing written updates, conference calls, etc.)
- Oversee achievement of several scorecards and key performance indicators directly or through collaboration with other roles in services, sales, and marketing.
- Effectively build, develop, and manage a team of in-house and 3rd party consultants at client site(s).
Requirements
- Demonstrated strong leadership and time management skills
- Prior experience overseeing NOC, SOC, and/or Service Desk operations
- 5+ years’ experience in Managed IT Services or consulting background with a record of delivering technical solutions and great client experience
- Willingness to be hands-on and understand when to zoom in or zoom out to solve problems
- Ability to learn and adapt quickly, keeping on top of industry news and trends
- Ability to communicate with tact and diplomacy in high-stress situations
- Meticulous and detail oriented
- Obsess with documentation and time management
- Demonstrated ability to build robust processes and procedures
- Strong business and technical acumen
- Willingness to travel periodically
Benefits
- Health and Welfare (Medical, Dental, Vision)
- Accident, Critical Illness, and Hospital Indemnity
- Employee Assistance Program (EAP)
- Life and AD&D Insurance
- Short- and Long-Term Disability Insurance
- Flexible Spending Accounts
- Transportation and Parking Accounts
- Health Savings Accounts (with company contribution)
- Retirement Planning (401k with matching contribution)
- Legal Benefits
- Identity Theft Protection
- Pet Insurance
- Wellness Program Offerings
- Paid Time Off, accrued per pay period based on years of service starting at 15 days annually
- 8 Paid Holidays per year, including 1 floating holiday
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
P&L responsibilityproject managementclient engagementrisk mitigationcost savingsCSATNPSkey performance indicatorstechnical solutionsManaged IT Services
Soft skills
leadershiptime managementcommunicationtactdiplomacyattention to detailproblem-solvingadaptabilityrelationship managementteam management