(This job is filled) Operations/Professional Services Manager (MSP) – Los Angeles, CA – Direct Hire (POSSIBLY OPEN TO REMOTE) Direct Hire/ Full Time Employee

Title:  Operations Manager/Professional Services Manager

Location: Los Angeles, Ca area and mostly remote work

Industry: MSP (Managed Service Provider) – MUST have MSP experience and experience leading Software/Network/Systems Engineers

Compensation:  To be discussed – Base salary plus bonus in the ratio of 80%/20%; competitive benefits (NO C2C)

DURATION: This is an FTE/ Direct Hire position

Staff to oversee: 2-5 engineers/ consultants and growing

NOT open to Corp to Corp

Those authorized to work in US encouraged to apply.

DKKD Staffing does not sponsor and cannot support H1, EAD, TN, etc. No outside agencies please.

Action Required: Please complete the Application & Job-related questions below. For fastest response, please send the answers to Di@DKKDstaffing.com

APPLICATION QUESTIONS (Please answer all questions)

• Name:
• Best Contact Info:
• Your Linked In:
• Where do you live and your desired geographical location:
• Why looking for a new job:
• Availability for interviews and a new job:
• Are you open to relocation if required:
• Do you have an active Passport:
• Are you open to travel if needed:
• Are you authorized to work in US (Please indicate US, Green Card or Other):  
  • Do you require sponsorship at any time or will you in the future?
• Salary Expectations: (I need a range) $
• Sizes of staff overseen and their titles: (include # of direct reports)
• Budgetary Responsibility: $
• Education/Certs/Degrees: (also indicate which certs are active)
• Who Referred You/ How Did You Hear About Job/ DKKD Staffing:

JOB-RELATED SCREENING QUESTIONS/ JOB REQUIREMENTS:

Please provide your # of years of experience (per bullet/colon) and last year used. Elaborate if needed. If no experience, please indicate NA or none. 

• Worked in an MSP environment:
• Experience leading teams of strong Engineers who have worked autonomously:
• Operations Management:
• Very detailed, organized, proactive and assertive strong management and leadership:
• Responsibility for all technical work in the division:
• Hands-On/strong technical background to jump in and help as needed (elaborate on technology environments):
• Oversee the development and implementation of technical and procedural Standard Operating Procedure documentation:
• Collaborate with Chief Executive Officer to develop annual budget:
• Ongoing maintenance and monitoring to ensure systems work optimally:
• Project work to implement systems in accordance with defined standards:
• Break-fix work to respond to situations where something is not working per specification and needs to be addressed to the client’s satisfaction:
• Participate in the operation of the business, specifically by staying up-to-date on current, commercially reasonable industry standards and techniques:
• Producing documentation on how to implement systems, and participating in continual improvement:

Job Overview

The Professional Services Manager will:

• Maintain ownership and oversight of the Professional Services division, ensure client satisfaction and profitability.
• Recommend to management contextually appropriate innovations around effective leadership and management of people and process.
• Recommend to management ideas around maximizing the client experience to achieve and sustain long-term client satisfaction.

Managerial Work:

• Provide input and assistance to all employees toward the achievement of the division and department’s overall result and the company’s strategic objective.
• Develop and foster a positive team environment.
• Develop and maintain individual technical and career growth goals for each direct report, foster progress towards goals, and measure growth over time.
• Develop and implement goals and objectives for continuous improvement.
• Coach, mentor, train, develop, and performance manage direct reports.
• Monitor and manage Key Performance Indicators to ensure quality standards, client satisfaction, efficiency, and profitability of the Professional Services division.
• Manage repository for engineers’ technical skills and coordinate internal and external training for engineers as appropriate.
• Collaborate with management to develop, improve and enforce process.
• Collaborate with department leaders on tasks, projects, technical escalations, client satisfaction, and engineer performance as necessary.
• Conduct one-on-one meetings with direct reports for performance, development and growth.
• Collaborate with Human Resources to conduct performance reviews.
• Collaborate with management to recruit and hire employees.
• Collaborate with management on employee compensation.
• Provide input and guidance to the awards committee.
• Oversee the development and implementation of technical and procedural Standard Operating Procedure documentation.
• Collaborate with Chief Executive Officer to develop annual budget and review invoices:

Technical Work:

• Actively own, meaning takes responsibility for all technical work in the division.
• Actively participate in internal meetings.
• Manage the assignment of engineers to dedicated client teams.
• Manage client escalations, including developing an escalation plan, coordinating resources, managing and overseeing technical execution, and communicating internally and externally.
• Collaborate with the sales team on pre-sales assistance.
• Review employee time entries for accuracy and appropriateness, in accordance with company processes.
• Review invoices for accuracy and appropriateness as requested.
• Communicate with clients, when needed, regarding service request status, resource assignment, and on-site schedule.
• Collaborate with colleagues and coordinate with clients to establish and maintain on-site recurring Managed Services visits and assign engineers appropriately to fulfill requirements.
• Provide information and guidance to client management and technology staff that will enhance and foster a long-term, trusted relationship.
• Track and enter time within the client management system.
• Oversee all after-hours emergency requests as Manager On-Call, including coordinating technical support, communication, escalation, and ensuring resolution of issues.
• Perform other tasks as assigned by the manager.

Position-Specific Standards:

• Team meetings to review goals, strategy, objectives and issues will be conducted weekly.
• Key Performance Indicator (KPI) dashboards will be reviewed daily.
• KPI issues and exceptions will be addressed as soon as discovered.
• Engineer skillset will be reviewed and updated quarterly.
• Process documentation will be created/updated, and teams trained on new processes prior to implementation.
• A half-hour one-on-one meeting with direct reports will be conducted weekly.
• Performance reviews will be conducted annually.
• Employee compensation will be reviewed and discussed with management annually.
• Client escalations will be addressed within 1 hour and executed based on the escalation protocol and defined escalation plan.
• Employee time entries will be reviewed and corrected daily and approved weekly.
• Invoices will be reviewed and approved within one business day of request.
• Be available to answer questions and provide support for Engineers and management as needed.
• Time entries will be completed daily and submitted weekly.

General Standards:

• All communication will be positive and collaborative in nature.
• All work will be performed according to company policies and standards, as well as in the spirit of the company’s Strategic Objective.
• All work will be orchestrated and quantified when appropriate.
• All telephone calls, both internal and external, will be returned within one hour whenever possible, and within one business day at the latest.
• All communication with clients, vendors, and other employees will be friendly and professional in nature.
• All proprietary company information will be held strictly confidential outside the company.
• The immediate manager will be notified of any issues that cannot be resolved or deadlines that cannot be met within a reasonable time frame and before the deadline has arrived.
• The company’s dress code will be followed at all times.

Connect with us on Linked In: www.LinkedIn.com/in/DianeKrehbiel 

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