Manager, Managed Services

Job Description

The Managed Services Manager plays a critical role in the overall success of the Managed Service team and to assure customer satisfaction. Primary responsibilities include managing the staff and operations of the Managed Services team. The Manager, Managed Services provides direction, support, and supervision to a team of Campus Administrators. The Manager, Managed Services reports to and works closely with the Chief Customer Experience Officer to evaluate and ensure efficiency of operations and staffing. This position requires the ability to quickly adapt to changing hardware and software specifications for the expansive customer base. As a member of a quickly growing team, the Manager, Managed Services occupies a key position, requiring constant cross-disciplinary interaction with other departments to ensure customer satisfaction.

Job Responsibilities

• Work closely with a team of Client Relationships Managers, Support and Channel Partners to improve customer communication and satisfaction levels
• Work closely with Infrastructure and Delivery Automation to represent the technology and automation needs of MS and customers.
• Assure adherence to the operational processes, policies, standards, and procedures
• Oversee training for incoming team employees
• Provide guidance and training opportunities for administrator growth
• Review daily, weekly and monthly reports
• Analyze campus administrator workload
• Drive the strategy and innovation organizationally for operations
• Provide continual evaluation and enhancement of the Managed Services team's skills aligned with client satisfaction metrics
• Access Infinite Campus product customer data and customer infrastructure adhering to the practices and procedures outlined in the Corporate Security Policies
• Guiding administrators to work autonomously and promoting internal growth
• Owning the day-to-day management of the support and Managed Services' portfolio of customer Salesforce cases, projects, and JIRA tickets.
• Other related duties as assigned

Desired Background

• Bachelor's degree strongly preferred or equivalent work experience
• Previous experience managing support organizations with proven track record
• Advanced Networking Experience including low level, network protocol analysis/troubleshooting (HTTP(S)/TCP-IP)
• Campus Application Knowledge preferred

Performance Expectations

• Perform job responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism
• Establish and maintain positive and productive work relationships with all staff, customers, and business partners
• Must be able to direct the work of others
• Excellent interpersonal, verbal, written and group communication skills as well as organizational skills
• Ability to lead a team and manage multiple resources in a high-interrupt environment
• Pro-active and innovative approach in providing solutions to challenges
• Results orientation and achievement against objectives to meet SLA's
• Available to work some weekends and/or late hours

Position must adhere to the practices and procedures outlined in the master security guidelines.

*This position may perform job responsibilities directly for a customer contract, which may be subject to a more thorough criminal background check to include, but not limited to, fingerprints, outside the standard screening. If the position performs job responsibilities directly for said customer(s), employee is required to pass the specified criminal background check; meeting the requirements of the customer contract.

Infinite Campus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Infinite Campus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Infinite Campus, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Infinite Campus' employees to perform their job duties may result in discipline up to and including discharge.