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Logicalis, Inc. Managed Services Operations Manager - Systems in Tumwater, Washington
Job Description Summary Responsible for leading and overseeing a diverse team of Tier 1 Operators, Tier 2 System Administrators, Tier 3 Engineering, and Architect teams supporting multiple platforms. This manager will be responsible for delivering high-quality, efficient, and reliable managed services to our clients. This role combines leadership, strategic planning, and hands-on operational management to drive service excellence and client satisfaction. Essential Duties and Responsibilities: Operational Leadership * Oversee the day-to-day operations of Tier 1, Tier 2, Tier 3, and architect support teams, ensuring SLAs, KPIs, and client expectations are consistently met. * Develop and implement best practices, policies, and procedures to optimize service delivery. * Monitor and analyze operational performance metrics and initiate corrective actions as necessary. * Monitor and manage the ticketing system to ensure timely resolution of incidents and service requests. * Team Leadership & Development: * Lead, mentor, and manage a diverse team of system operators, administrators, engineers, and architects across multiple tiers. * Foster a culture of collaboration, accountability, and continuous improvement. * Provide ongoing training and professional development opportunities to enhance team skills and capabilities. * Conduct regular performance evaluations, set goals, and provide feedback to ensure high team morale and accountability. Client Service Excellence: * Serve as an escalation point for complex issues and critical incidents, ensuring timely resolution and client satisfaction. * Collaborate with clients to understand their business needs and align managed services accordingly. * Build and maintain strong relationships with key stakeholders to foster trust and partnership. * Develop and maintain key performance indicators (KPIs) and service level agreements (SLAs) to measure success and identify areas for improvement. Process Improvement: * Identify inefficiencies in current processes and implement automation or workflow optimizations to enhance productivity and reduce downtime. * Collaborate with cross-functional teams to align service operations with broader organizational goals. * Participate in post-incident reviews to identify root causes and drive continuous improvement Technical Oversight: * Provide guidance on complex technical challenges and ensure appropriate solutions are implemented. * Ensure adherence to security protocols and compliance requirements. Strategic Planning and Execution: * Collaborate with senior leadership to align operational strategies with organizational goals. * Develop and implement initiatives to improve service delivery, scalability, and operational efficiency. * Stay informed on industry trends and emerging technologies to guide strategic decision-making. * Demonstrate and actively promote an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. * Maintain a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. * Support and conduct self in a manner consistent with customer service expectations. Supervisory Responsibilities Directly supervises Managed Services Operations team, Assistant Managers, and Architects responsible for Systems and Modern Workplace. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraisi To view the full job desc