Director, Managed Services Operations (3029) Butler, Ohio

Job Description

Summary:

Directs activities of System Operations team of Logicalis Managed Services; responsible for 24x7x365 operations support, incident management, problem management and change management for devices and resources monitored by Managed Services, includes Windows, Unix, and Linux servers, System i devices, network devices and applications, as well as other supported configuration items for internal and client systems. Works across departments to ensure customer information is secured and accessible so business and technical operations can run efficiently.


Essential Duties and Responsibilities:

  • Works with various business departments within Logicalis and customers to ensure timely and effective monitoring and support that meets their needs for immediate and long term timeframes.

  • Assists in developing bid specifications, solicits bids and/or quotes, evaluates proposals and recommends acquisition of IT Infrastructure equipment and/or services for organization in conjunction with Vice President of Managed Services.

  • Manages efforts to provide internal consulting services to business units and customers to design technology support processes and solutions to enhance system availability and performance and meet company needs.

  • Assists in overseeing staffing, budgeting, forecasting, and contracting of outside agencies and vendors to meet technical services needs of Logicalis; may include acting as liaison among staff, outside vendors and services providers.

  • Manages and mentors staff of technical and managerial professionals providing managed services to Logicalis and customers.

  • Leads process development/improvement and efficiency imitative to continually improve Logicalis Managed Services’ monitoring and support services.

  • Provides operations best practice guidance, includes analysis of changing business needs and support requirements, planning for long term operational support of internal and client systems, and staffing to meet customer requirements.

  • Works with peers/ business leaders to prioritize initiatives, resource and project spending based on appropriate risk management and/or financial methodology.

  • Provides effective team building, employee development and management best practices to ensure cohesive team atmosphere is present.

  • Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.

  • Maintains 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.

  • Supports and conducts self in a manner consistent with customer service expectations.


    Supervisory Responsibilities

    Manages staff of Operations Managers and technical personnel as well as contractors and vendors to provide managed operations support of internal and client systems in multiple locations. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


    Qualifications

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    Education and/or Experience

    Education:

  • Bachelors Degree in a related field.

    Experience:

  • 15 years broad IT experience supporting enterprise IT infrastructure and ecosystems, including 2- years experience in project management role. Expertise in the following:

    o Managing technical support personnel data centers, operations, local and wide area networks, server technologies, telecommunications, database, virtualization, virus protection, email, wireless, backup/disaster recovery, security management, services procurement and provisioning network monitoring tools and advanced storage technologies.



    o Network Operations Center management and leadership.



    o Geographically distributed support teams.



    o Current IT trends and impact on business strategies along with emerging technologies and major trends in IT.

    May consider an equivalent combination of education and experience.


    Computer Skills

  • Proficiency with all Microsoft Office applications.


    Certificates, Licenses, Registrations

  • Information Technology Infrastructure Library (ITIL) Foundation V3.

  • Six Sigma preferred


    Other Skills and Abilities

  • Results and execution focused, high drive, self-starter, and self-motivated.

  • Versatile, flexible and ability to set priorities.

  • Ability to effectively communicate with broad base of people at all levels of organization, both verbally and in written form.

  • Strong commitment to customer satisfaction and quality.

  • Strong work ethic.

  • Good analytical and statistical problem solving skills.

  • Sound judgment, decision making and conflict management skills.

  • Ability to negotiate with partners and vendors.

  • Works well with team members and cross-departmentally.


    Physical Demands

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.


    The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.



    Logicalis is an equal opportunity employer.







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