Connection presents an exciting opportunity within our managed services division for an IT Area Manager. This role is a remote role. Join a top VAR with enticing benefits, including 3 weeks of paid time off, and excellent growth prospects.  

The Area Manager, Managed Services works independently with little or no direct supervision under guidance of the Regional Director Managed Services utilizing independent judgment and discretion in selection, development and coordination of methods within a broad framework. The Area Manager ensures managed and life cycle services are delivered and executed, accurately and effectively, per contract specifications with guidance from the Regional Director, Managed Services. The Area Manager provides direct supervision to Engagement Managers and other select individuals. He/she may be required to support accounts directly and is responsible for all legacy and new account personnel in their region. The Area Manager is accountable for all new managed service opportunities in their area and maintains the client relationships of assigned accounts. The Area Manager works with Service leadership to develop and enforce existing procedures and processes for service deliverables, service level agreements, KPIs, continuous improvement, re-competes, ongoing performance reviews, P&L management and works with his/her Account Managers to ensure customer satisfaction and account retention. The Area Manager assists in the capture of key service metrics, report generation and participates in related internal and external meetings. The Area Manager ensures the execution of the support methods and practices required by the Regional Director, Managed Services.

• Provides leadership to staff, includes hiring, mentoring, guiding, and advising on terminations as needed in conjunction with HR representative.
• Manages Engagement Managers and/or technicians directly.
• Completes performance evaluations and performance improvement plans as needed.
• Continually reviews staffing requirements in regard to their productivity, profitability, performance and utilization.
• Ensures required technical certification levels.
• Establishes succession planning for all key personnel.
• Manages all third-party resources associated with services performed in his/her region.
• Enforces and ensures resource training per company policy and the specific Scope of Work.
• Manages resource availability and associated coverage for PTO, holidays and related periods of resource absence.
• Drives corrective action plans for non-performing staff in alignment with HR policies.
• Maintains/expands customer relationships through:
  • Frequent interaction.
  • Providing proactive recommendations with staffing or operational processes.
  • Continuous improvement of methods of execution.
  • Acts as point of contact above Engagement Manager for escalations.
  • Ensures escalation process and management is enforced and functional.
  • Drives Root Cause Analysis of any repeated critical or high severity non-performance.
  • Single point of contact for all billing issues.
  • Disputes resolution management.
  • Assists in identifying and supporting capture of new service business.
  • Supports account re-competes.
  • Service level management for accounts under management.
• Develops standard operating procedures for use across the Lifecycle and Managed Services business.
• Continually assesses, refines and implements service delivery processes and procedures.
• Participates in internal executive staff meetings and associated activities as required.
• Assists in the capture of key service metrics and generates reports.
• Performs all other duties or special projects as assigned.

• Core IT infrastructure knowledge.
• Working knowledge of ITSM/ITIL principles.
• Familiarity with current service management tools and functionality-Service Desk, Network Operations, Depot, Dispatch and Diagnostic Tools.
• High level of proficiency with the Microsoft Office suite of products, including Outlook, Excel, PowerPoint, Word & Teams.
• Advanced negotiation skills with ability to develop Statements of Work and Master Service Agreements.
• Effective Cost modeling skills in particular for Lifecycle and/or Managed Services.
• Ability to manage sensitive and confidential matters.
• Advises on our own infrastructure requirements to further the business initiatives.
• Multi-tasking abilities.
• Ability to communicate effectively with both internal and external clients at all levels.