Senior Manager- MSP

Durham, NC

Full Time

Mid Level

JOB DESCRIPTION OVERVIEW

As a Senior Manager, you will play a key leadership role in guiding clients through onboarding to managed services and driving the client experience throughout the lifecycle. You will exercise an elevated level of responsibility and autonomy, and will take charge of broad team efforts to deliver a seamless client experience. You will drive operational maturity with minimal oversight, manage diverse stakeholder relationships, and significantly contribute to business development initiatives. This role requires a forward-thinking leader who is deeply knowledgeable about emerging technology tools and support models, and is driven to advance the firm as an authority in innovative support solutions. You will also be instrumental in identifying new opportunities for growth, fostering relationships with key clients, and advancing the firm’s reputation in the technology space.

POSITION RESPONSIBILITIES

1. Own and evolve solution sets for managed services, onboarding and customer satisfaction.

Provide leadership over IT support models and support toolset to include but not limited to; Remote Monitoring and Management (RMM) platform, Patching, Backup platform, EDR/MDR, compliance and knowledge management and documentation, and AI / Automation tools
Drive new client onboarding processes and optimization
Design the client experience and develop Key Performance Indicators (KPIs) to measure client sentiment and satisfaction
Develop playbooks for remedial tactics to continually drive client satisfaction
Lead the development and delivery of Client Business Reviews to drive net revenue retention
Your ability to translate complex IT concepts to both technical and non-technical audiences will be essential in ensuring alignment with clients
Maintain personal billable utilization at the rate of 1700 hours per year

2. Develop client experience processes, tools, techniques and deliverables.

Onboarding processes, communication plans, work plans, RACI charts and success criteria
Welcome packets, client portals and experience collateral
Select and configure client sentiment and feedback channels, tools, benchmarks and reporting
Establish formal problem/root cause analyses
Develop support SOPs and SLA reporting
Develop client Runbooks in the knowledge management portal
Build churn/risk management playbooks

3. Value communication.

Lead business review design, ROI/value reports quantifying what is/was delivered to client
Build roadmap review format and collaborate with technical team for regular roadmap creation

4. AI-Enablement.

AI-assisted ticket triage/routing
Predictive churn modeling using support data+
AI assisted BUSINESS REVIEW prep and development across internal platforms
Sentiment trend analysis across communication mode

5. Mentor and develop junior team members.

Actively mentor and develop junior team members, fostering a collaborative team environment
Provide guidance on project management, client interaction, and skill development
Foster a culture of continuous learning, to help cultivate the next generation of leaders within the firm

REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE

8+ years of MSP experience or similar work experience
Bachelor’s degree in relevant field
Proven experience leading the administration and support of Enterprise IT environments
Proven experience leading projects covering IT strategy, support model, digital transformation, and/ or enterprise optimization projects
Strong leadership skills with experience in managing teams, mentoring junior staff, and overseeing client engagements
Extensive expertise in modern IT trends, including cloud computing, AI, machine learning, data analytics, and cybersecurity
Advanced proficiency in Excel, PowerPoint, and Word, with a strong ability to create technical roadmaps, models, and presentations
Demonstrated success in business development, including client acquisition, proposal writing, and growing client relationships
Exceptional verbal and written communication skills, with the ability to influence and present complex concepts to senior-level stakeholders
Strong analytical and problem-solving skills, with the ability to design innovative IT solutions that drive business outcomes
Proven ability to manage and execute multiple, concurrent projects while maintaining high-quality results
Preferred: Master’s or equivalent post graduate degree (or post-graduate degree in process)
Preferred: CCNA, M365/Azure, RMM, ITIL certifications

Please note: This application may be reviewed in part by automated systems to help identify qualified candidates.

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Describe your approach to managing people. What do you think are the most important things you can do as a manager to hold your direct reports responsible for performance?*

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In reading over CREO’s core values, is there any one value that resonates with you and if so, why?*

Can you provide some examples where you’ve landed or helped to land new Managed Services clients? How did you nurture and close the opportunities?*

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