Next Dimension Current Job Openings

Director, Managed Services
Windsor, ON (Preferred)

Introduction

The Director, Managed Services will develop and lead the business support and operations of the Managed Services department, comprising Helpdesk and Operations teams. This individual will have hands-on experience with technology and systems in a Managed Services environment, and will have progressed into a strong business manager. The role will also be responsible for foundational work that enables us to deliver and scale our Managed Services offering. The Director, Managed Services will ensure continuous improvement in processes and communications aligned with our Balanced Scorecard strategy, as it relates to Managed Services. There is a requirement to be on-call for escalation of incidents.

Position

Essential Duties and Responsibilities

• Oversee Managed Service offerings to ensure world-class customer service for our clients;
• Provide strategic leadership, oversight and management for our IT professionals;
• Set strategic and tactical priorities that align with business objectives;
• Agree meaningful MS Dashboard metrics relating to SLAs, availability, capacity and performance are captured, validated and reported;
• Develop plans and strategies to improve performance, reliability, cost-effectiveness and customer satisfaction;
• Mentor and build an effective Managed Services team in support of the business;
• Participate in staff Monthly Development Plans;
• Create Career Paths and Career Development opportunities for our internal talent;
• Identify technologies that can be used to improve internal business processes and customer service levels;
• Develop costing models for Managed Services offerings through constant review of best practices for the Services Catalogue and how cost can be reduced to further our profitability;
• Drive collaboration, learning and process improvement in the Managed Services team;
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary;
• Manage the process of implementing change efficiently and effectively.

Required Skills

Required Experience and Qualifications

• Five plus (5+) years managing a Managed Services or Operations department;
• Experience in leading people and getting results;
• Bachelor’s degree in Computer Science, Engineering or related field required, with MS and/or MBA preferred;
• Ten plus (10+) years progressive experience with technical and management background;
• ITIL Certification preferred;
• Experience with industry service desk tools - ConnectWise is preferred;
• Demonstrated history of working cross-functionally with an ability to build strong working relationships across levels and departments;
• Some Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, VMware VCP.

Required Skills

• Advocate for proven standardized processes and methodologies;
• Ability to work under a heavy workload in a time critical environment;
• Outstanding written and oral communication skills;
• Advanced analytical, mathematical and problem-solving skills;
• Strong experience in motivating, mentoring and developing staff;
• Excellent customer service skills;
• Strong attention to detail;
• Ability to multi-task, prioritize and work in fast-paced environment;
• Ability to execute in a self-directed manner and take ownership creating great customer relationships;
• Ability to be on-call depending on business needs;
• Demonstrated ability to build a trust relationship with clients, leaders, peers and staff;

Required Competencies

• Developing Self & Others;
• Passion for Excellence;
• Goal Orientation;
• Entrepreneurial Spirit;
• Customer Empathy;
• Collaboration;
• Leadership;
• Team Spirit.

Company

With offices in Windsor, London, Waterloo, Markham, and Detroit, Next Dimension offers a wide range of benefits, opportunities for advancement, fully paid professional education, travel opportunities and regular team activities. Our office is an open concept, high-tech, and fast-paced environment with plenty of amenities. These elements all contribute to an amazing work environment that’s fun, exciting and deeply rewarding.

Know someone who would be a perfect fit? Let them know!