Job Details
Overview:
The Director of Managed Services will lead the O&M business and support operations of the Archon customer and lab environments. This role will be instrumental in improving the quality of the Premium Services business and drive the utilization of the ITIL Change Management framework. This person will have historic hands-on experience with technology, systems, customer relations, and have progressed into a strong business manager.
Active Top Secret Clearance Required
Location: Remote, but required to have the ability to travel to customer site approximately 15-25%
Responsibilities:
Oversee Archon Premium Services and other Archon support offerings to insure world-class customer service for the managed service provider business.
Provides strategic leadership, oversight and management for IT professionals.
Recruit, mentor, build and maintain an effective team in support of the Premium Services business.
Sets strategic and tactical priorities that align with business objectives.
Responsible for support of high performance CSfC networks and related services.
Ensure that meaningful metrics related to established SLAs, availability, capacity and performance are captured, validated and reported.
Develop plans and strategies to improve performance, reliability and operational cost-effectiveness.
Administer staff performance management and career development activities.
Demonstrates integrity without compromise. Respect, commitment to excellence, collaboration, and agility.
Design and implementation of IT service management process (ITIL).
Set tactical goals and initiatives for current team
Identify technologies that can be used to improve customer service levels
Develop and maintain a team through coaching and performance management
Qualifications:
Must have a Top-Secret Clearance
Bachelors degree or related field (or equivalent work experience) and 4 years of experience is required; Masters Degree in related field preferred
ITIL certification required
Minimum 4 years of engineering experience in a mission-to-mission, large/strategic customer segment; or
A record of achievement and technical solution expertise
Product certification, engineering credential, or equivalent technical credential
Strong presentation skills
Willingness to travel
Must have team leadership and sales capabilities.
Excellent problem-solving capabilities with a proven ability to manage and solve complex problems and manage multiple tasks concurrently.
Excellent organizational skills and strong attention to details.
Strong interpersonal skills and ability to communicate effectively with customers, suppliers, and company personnel.
Proficiency in Microsoft Office and related software.
Proven experience in working with cross-functional teams.
Must possess skills necessary for proper, ethical, and rapid decision making resulting in high levels of customer satisfaction and customer retention.