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Managed Services Manager - System Integration

IMS Technology Services, Inc
King of Prussia, PA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

The Manager of our Managed Services Team will oversee the daily accountabilities related to support, reporting, service desk oversight, infrastructure, and identifying and understanding critical business needs. The incumbent will collaborate with functional managers to standardize our approach to incident, problem, and change management as well as resource capacity planning. The focus of this position will be promoting consistency, driving efficiency, exploring automation, improving customer satisfaction, and supporting the service lifecycle. In this role, you will be responsible for resource hiring, utilization, and enablement, using established metrics to drive individual and team performance.

We are a prominent technology company that focuses on event staging, systems integration, managed services, and content creation for enterprise-level accounts and prestigious higher education institutions. Established in 1994, IMS has grown every year we have been in existence. We have achieved the Inc5000 eight times in the past nine years. We attribute our growth and continued success to our people.

IMS offers a unique approach to medical/dental premiums and a competitive salary package based on experience. We consider our team the best in AV!

Position Accountabilities and Expectations:

· Performs functional oversight for the service department, ensures that resources are spending the appropriate levels of time and effort with assigned clients within contract scope boundaries to drive desired goals

· Provides sales support and solution configuration on complex Managed Services opportunities

· Creates Quarterly Technology Reviews and presents holistic, data-driven strategic reviews and makes recommendations on the use of technologies/processes

· Acts as an initial point of escalation in Managed Services and oversees critical client communication

· Mentoring of functional managers and team leads in support of incident escalation, problem management, solution development, compliance management, resourcing, and employee engagement.

· Meets regularly with functional teams (Sales, Engineering, Operations) teams to establish collaborative relationships and address new business opportunities, operational issues, and performance concerns.

· Communicates regularly with clients to ensure satisfaction and identify business opportunities. Identify and recommend process enhancements to improve the overall client experience and invoicing/reporting capabilities

· Identifies business risks to IMS brand expectations and compliance

· Performs white glove inspection of new systems and attends client training to introduce service department capabilities and accountabilities to client

· Prepares annual business plans in support of strategic initiatives and service offerings, as well as identification of staff training needs and performance assessment

· Develops and maintains ticket and service tracking software for the department

· We are looking for a true leader of people and process, one that measures performance, instills empowerment and trust for the successful delivery of services, and adheres to IMS values for people engagement and operational success.


What you will bring:

· 4-5 years of experience with managed services, delivery support, IT operations, and/or related services space.

· Working knowledge of AV control systems. Programming experience preferred

· Demonstrated knowledge of video and acoustic technical principles, TCP/IP networking, switches, routers, firewalls

· Demonstrated ability to staff, manage, and mentor support technicians and engineering resources

· Demonstrated ability to identify, develop, and lead service improvement initiatives

· Experience building and interpreting reports highlighting ticket volume, backlog resolution, response time, and Client Satisfaction Issues.

· Strong leadership and communication skills are necessary

· Experience with project management or managed services/ticket management software is a plus

· Self-motivated with the ability to establish priorities and effectively manage multiple tasks

· Demonstrated ability to pay extreme attention to detail while managing to the clients expectations and deliverables

Company Description
We are an award-winning provider of systems integration, virtual meetings and webcasting, content creation and event staging solutions designed to foster collaboration, productivity, learning, and business communication. Established in 1994, we have grown every year we have been in existence. We have achieved the Inc5000 eight times in the past nine years. We attribute our growth to our people.
Our success is defined by our clients’ ability to look and sound their very best.

IMS Technology Services, Inc


3055 McCann Farm Drive

King of Prussia, PA