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The On-site MSP Manager of IT Service Support is a critical leadership role responsible for managing the delivery of IT support and managed services for a confidential major enterprise client's NYC Service Center, as part of a dedicated SHI team. This manager will ensure that all aspects of service delivery meet or exceed the client's expectations and the contractual Service Level Agreements (SLAs) defined in the Statement of Work (SOW). The role requires strong technical acumen, excellent team leadership, and the ability to foster a culture of operational excellence and customer satisfaction. This role will be directly responsible for individual contributors that will be a mix of SHI employees and contractors.

Team Leadership & Operations:

• Oversee the day-to-day operations of the dedicated onsite and remote SHI contractor team, ensuring efficient and effective IT service delivery for approximately 150 client employees.
• Manage and develop a team of Support Engineers (L1, L2, Application Support, SQL DBA, O365/Azure/Network Engineers), ensuring adherence to SLAs and high-quality customer service.
• Act as the primary onsite point of escalation for technical and service issues, coordinating with remote SHI resources as needed.

Service Management & Delivery:

• Ensure all managed services defined in the SOW are delivered, including Service Desk, Hardware Support, End-User Support, Azure IaaS/PaaS Management, Network & Security Device Management, Database Administration, Backup & DR, and Service Monitoring.
• Monitor performance metrics, ticket trends, and SLA scorecards; implement strategies for continuous improvement.
• Lead on-site onboarding and knowledge transfer activities for new hires and contractors.

Customer Relationship & Stakeholder Management:

• Serve as the primary technical liaison between client stakeholders and the SHI-managed services team, representing SHI in all onsite engagements and reviews. This will be in conjunction with a Technical Account Manager.
• Foster strong relationships with client executives, technical contacts, and end-users, ensuring clear communication and alignment of IT support with business goals.

Strategic Planning & Governance:

• Participate in Quarterly Business Reviews and other governance meetings, providing reporting and insight into service delivery performance and opportunities for optimization.
• Maintain, update, and provide documentation, reports, runbooks, and knowledge base relevant to the client environment.

Compliance & Best Practices:

• Ensure all activities comply with the client's security, compliance, and operational requirements.
• Promote adherence to ITSM best practices and SHI operational standards.

Budget & Resource Management:

• Support resource allocation and cost control efforts as required by the SHI SOW, collaborating with remote Technical Account Managers and SHI management.

Behaviors and Competencies:

• Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change.
• Business Acumen: Can develop and execute business plans to drive growth and profitability.
• Change Management: Can manage major changes in organizational processes or policies, can facilitate change management processes among others, can mentor others in effective change management, and can adapt change management style based on the situation and the organization's needs.
• Collaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that all team members feel valued and heard.
• Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.
• Continuous Improvement: Can identify major areas for improvement, implement major changes, and support others in their continuous improvement efforts.
• Customer-Centric Mindset: Can take ownership of customer-centric initiatives, ensuring products and services align with customer needs. Collaborates with cross-functional teams to integrate customer feedback into product development.
• Leadership: Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance.
• Problem-Solving: Can proactively identify and take ownership of complex problem-solving initiatives, initiate preventative measures, collaborate with others to find solutions, and drive successful outcomes.
• Strategic Thinking: Can analyze complex situations, anticipate future trends, and align and integrate strategies across departments or functions.

Skill Level Requirements:

• Proven leadership experience in an IT service support or managed services environment, preferably supporting large enterprise or public sector clients.
• Strong technical background in IT infrastructure, cloud services (Azure/M365), networking, and end-user support.
• Deep understanding of IT service management principles and hands-on experience with ITSM tools.
• Excellent problem-solving and decision-making abilities in a fast-paced, high-visibility environment.
• Strong written and verbal communication skills, capable of articulating technical and business concepts to diverse audiences.
• Experience managing contractors or vendor-based support teams in a customer-facing setting.

Preferred Skill-Level Requirements:

• Professional certifications (ITIL, PMP, Microsoft Certified, Azure, etc.).
• Experience with cloud services (Azure, M365), modern IT infrastructure, and security device management.
• Demonstrated success in managing service delivery for high-performing technical support teams.
• Understanding of SOW delivery, SLA management, and service governance.
• Experience with financial management and budgeting for IT support operations.

Other Requirements:

• Completed Bachelor's Degree in a related field or related relevant experience
• Ability to travel 20%

The estimated annual pay range for this position is $140,000 - $180,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status