IT Services Manager - Dallas

Business Network Consulting, Ltd.•Dallas, TX

1d•$125,000 - $175,000•Hybrid

About The Position

Overview Location: Dallas, TX. Primarily on-site (up to 1 day/week work from home once settled). Must live in (or be willing to relocate to) the Dallas metro/DFW area. A reasonable relocation stipend is available. The Regional IT Services Manager directly oversees the entire Dallas-based IT consulting team consisting of field engineers as well as their associated clients and plays an active role in driving the overall support and execution of the business. A combination of people manager, account supervisor, business driver, and customer service expert, this full-time hybrid in-office/work from home role requires a broad collection of skills as well as specific industry expertise. We are looking for someone that comes from the tech space that is a natural leader and possesses exceptional people skills. Responsibilities As our Regional IT Services Manager, you will report to the COO and be responsible for the following: Lead a team of the industry’s best field engineers to drive exceptional customer experiences implementing the latest technologies. Be the main point of contact for proactive client management and issue resolution for your team. Review and approve your engineers’ time entries prior to it going out to customers. Track and use data/metrics to inform and make business decisions around company defined KPIs. Work closely with management to ensure your team is operating at optimal capacity and that technology platforms and standards are fully leveraged across the client base. Onboard and train new engineers to ensure their successful integration with the team. Ensure smooth engineer transitions for client accounts. Qualifications The successful candidate will have a solid understanding of the general technology used by small and medium-sized businesses (SMB) to support their companies as well as a general understanding of the technical consulting services business. The candidate will also have a positive, can-do attitude, be able to communicate effectively with client contacts of all levels and can lead a team of varying skill levels and personality types.

Requirements

4-year degree in any study area, with a preferred focus on business management or computer science (but not required)
At least 5 years of total management experience, preferably in at least two separate organizations
2+ years management experience in a tech-focused, customer facing or support personnel management role, preferred
Expertise in assessing problems of all types and quickly devising viable solutions.
Superior management, coaching and interpersonal skills.
Proven success in leading a team and developing staff.
Track record of being a data-driven decision maker; ability to analyze a variety of data and use it to optimize processes and resources.
Ability to speak to and connect with client contacts at all levels.
Understanding of technologies used by SMB companies, including Microsoft platforms, email management, cloud, security, virtualization, shared storage, disaster recovery, remote access, and more.
Organization: Possess excellent organizational skills.
Communication: The ability to communicate effectively with technical and non-technical audiences.
Problem-solving: The ability to identify and solve complex technical problems.
Adaptability: The ability to adapt to new technologies and changing business requirements.
Independence: Can work independently but within a set of guidelines, policies, and procedures.
Flexibility: Be willing to support occasional after-hours and weekend work.
Growth: Be interested in growing your management skillset along with our organization.

Nice To Haves

Hands-on experience using ConnectWise is a plus.
Experience in other IT services / MSP applications.

Responsibilities

Lead a team of the industry’s best field engineers to drive exceptional customer experiences implementing the latest technologies.
Be the main point of contact for proactive client management and issue resolution for your team.
Review and approve your engineers’ time entries prior to it going out to customers.
Track and use data/metrics to inform and make business decisions around company defined KPIs.
Work closely with management to ensure your team is operating at optimal capacity and that technology platforms and standards are fully leveraged across the client base.
Onboard and train new engineers to ensure their successful integration with the team.
Ensure smooth engineer transitions for client accounts.