Senior Manager- MSP

Job Description Overview As a Senior Manager, you will play a key leadership role in guiding clients through onboarding to managed services and driving the client experience throughout the lifecycle. You will exercise an elevated level of responsibility and autonomy, and will take charge of broad team efforts to deliver a seamless client experience. You will drive operational maturity with minimal oversight, manage diverse stakeholder relationships, and significantly contribute to business development initiatives. This role requires a forward-thinking leader who is deeply knowledgeable about emerging technology tools and support models, and is driven to advance the firm as an authority in innovative support solutions. You will also be instrumental in identifying new opportunities for growth, fostering relationships with key clients, and advancing the firm’s reputation in the technology space. Position Responsibilities Own and evolve solution sets for managed services, onboarding and customer satisfaction.Provide leadership over IT support models and support toolset to include but not limited to; Remote Monitoring and Management (RMM) platform, Patching, Backup platform, EDR/MDR, compliance and knowledge management and documentation, and AI / Automation toolsDrive new client onboarding processes and optimizationDesign the client experience and develop Key Performance Indicators (KPIs) to measure client sentiment and satisfactionDevelop playbooks for remedial tactics to continually drive client satisfactionLead the development and delivery of Client Business Reviews to drive net revenue retentionYour ability to translate complex IT concepts to both technical and non-technical audiences will be essential in ensuring alignment with clientsMaintain personal billable utilization at the rate of 1700 hours per year Develop client experience processes, tools, techniques and deliverables.Onboarding processes, communication plans, work plans, RACI charts and success criteriaWelcome packets, client portals and experience collateralSelect and configure client sentiment and feedback channels, tools, benchmarks and reportingEstablish formal problem/root cause analysesDevelop support SOPs and SLA reportingDevelop client Runbooks in the knowledge management portalBuild churn/risk management playbooks Value communication.Lead business review design, ROI/value reports quantifying what is/was delivered to clientBuild roadmap review format and collaborate with technical team for regular roadmap creation AI-Enablement.AI-assisted ticket triage/routingPredictive churn modeling using support data+AI assisted BUSINESS REVIEW prep and development across internal platformsSentiment trend analysis across communication mode Mentor and develop junior team members.Actively mentor and develop junior team members, fostering a collaborative team environmentProvide guidance on project management, client interaction, and skill developmentFoster a culture of continuous learning, to help cultivate the next generation of leaders within the firm Required Qualifications, Skills, And Experience 8+ years of MSP experience or similar work experienceBachelor’s degree in relevant fieldProven experience leading the administration and support of Enterprise IT environmentsProven experience leading projects covering IT strategy, support model, digital transformation, and/ or enterprise optimization projectsStrong leadership skills with experience in managing teams, mentoring junior staff, and overseeing client engagementsExtensive expertise in modern IT trends, including cloud computing, AI, machine learning, data analytics, and cybersecurityAdvanced proficiency in Excel, PowerPoint, and Word, with a strong ability to create technical roadmaps, models, and presentationsDemonstrated success in business development, including client acquisition, proposal writing, and growing client relationshipsExceptional verbal and written communication skills, with the ability to influence and present complex concepts to senior-level stakeholdersStrong analytical and problem-solving skills, with the ability to design innovative IT solutions that drive business outcomesProven ability to manage and execute multiple, concurrent projects while maintaining high-quality resultsPreferred: Master’s or equivalent post graduate degree (or post-graduate degree in process)Preferred: CCNA, M365/Azure, RMM, ITIL certifications Please note: This application may be reviewed in part by automated systems to help identify qualified candidates. Powered by JazzHR