Director - Managed Services - BlackPoint IT Services - Seattle

Job description
The Director of Managed Services will:
Manage 24x7 help desk.
Lead Secure Managed Helpdesk to achieve operational performance targets.
Manage delivery of services to ensure we meet or exceed our SLA commitments for Customers.
Build a culture of ownership and accountability for operational results.
Ensure an appropriate balance between attaining operational results with excellence in customer experience.
Lead ongoing development of the tools and systems required to deliver best in class service levels for our Customers.
Translate executive management goals into technical successes.
Manage the SMB Help Desk infrastructure for optimal performance and functionality.
Be a seasoned leader, dedicated to talent management and development with demonstrated team building expertise and passion for motivating personnel to grow while achieving results beyond organizational expectations.

Proven ability to inspire excellence and create team cultures based on maximizing performance and constantly seeking innovation.
Build standard best practices and contribute to continuous improvement for the benefit of our organization and our Customers.
Management and reporting of SLA’s internally and for our Customers.

Desired Skills and Experience
Job Requirements
Strong leadership with ability to establish a business strategy and drive execution and influence effectively.
Strong reputation for attracting, hiring and developing well sought after technical talent with minimal turnover.
Proven ability to work effectively in a dynamic and fast-paced environment.
Proven ability to develop and build a process-driven team.
BS in Information Technology, Computer Science or related field.
Minimum 8 years’ experience within management/leadership role in an IT Help Desk and/or Managed Services environment.
Minimum 10 years’ experience in WAN networking environment.
Excellent working knowledge of the LAN and WAN networks, VoIP, and other network based devices and services.

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