DIRECTOR OF MANAGED SERVICES

About Tech Networks of Boston

A leading MSP for more than 25 years, Tech Networks of Boston (TNB) is committed to providing quality IT services to non-profits and mission-driven organizations. TNB is proud of the innovative approaches and expertise of our staff. We strive to help clients increase impact and efficiencies in their work through leveraging technology more effectively. Our method for providing service is grounded in upholding our key values: adaptive, patient, positive, reliable, and respectful. In addition, our employees are eager to learn.

TNB is a Certified B Corporation, ranking #2 of ranked MSP’s in the United States, and recognized as Best for Overall, Best for Community, and Best for Governance in 2019. 

In 2020, based on employee feedback, TNB was recognized by Great Place to Work®, scoring no less than 88% in every category. 

TNB is proud to be an Equal Opportunity Employer. We hire the best talent regardless of gender, race, creed, color, national origin, ancestry, disability, marital status, age, sexual orientation, or veteran status. 

In addition, TNB promotes and supports a variety of diversity, equity, and inclusion initiatives and sustainability programs. 

TNB is currently seeking qualified candidates to fulfill the role of Director of Managed Services (DMS).

Role and Responsibilities

This is a full-time position. This individual reports directly to the CEO. 

The DMS is responsible for the management and operation of TNB’s project teams, IT consultants, service desk, NOC, and deskside support technicians. In addition, the DMS will coordinate the internship program at TNB. 

The DMS will track results in these areas to ensure that projects are profitable, client needs are being met, DST’s are progressing in their careers and serving clients well, and interns are gaining valuable hands-on experience. 

He/she will set strategic and tactical priorities that align with business objectives. This includes but is not limited to:

• Develop plans, policies, and procedures to improve performance and efficiencies while reducing costs
• Establish meaningful metrics related to established SLAs, availability, capacity and customer service and create written reports on outcomes to management
• Mentor and coach staff to pursue professional development
• Research and identify technologies that can be used to improve service delivery

In addition, the DMS will collaborate with the marketing and sales departments and assist with initiatives for prospects and existing clients. 

Skills, Education and Training

• 5+ years of supervisor experience; current industry certifications preferred; Bachelor’s degree preferred but not required
• Solid background in project management — able to plan, prioritize, and organize a diversified workload and to meet tight deadlines
• Demonstrated communications skills (both verbal and oral) to address internal and external audiences, clients, management, and colleagues
• Strong mentoring/coaching skills
• Proven record of working cohesively with others in the organization: teams, clients, funders, etc. as well as working independently 
• Accomplished at setting and managing customer expectations
• Well-rounded understanding of types and components of IT systems and how they are used in businesses
• Proficient with the following technologies: Windows and Linux server. Windows desktop, infrastructures, and cloud services
• Strong abilities in Microsoft Office Suite (especially Outlook, Word, Excel, and PowerPoint; familiarity with Project is a plus)
• Experience with ConnectWise is a plus

Applying

If you are interested in joining our diverse team of professionals, please send your resume and a cover letter detailing why you wish to be considered for this positiom. No phone calls, please. We will provide a complete job description to all qualified applicants. 

 To apply, please go to : https://www.fitzii.com/apply/54441?s=id