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- Collaborate with company leadership to develop and execute short and long-term strategies for the Professional Services division, aligning with overall business objectives.
- Take ownership of financial goals and metrics, including department profitability, recurring revenue, and team utilization, driving initiatives to enhance profitability and efficiency.
- Establish and enforce standard operating procedures to optimize service delivery processes and ensure consistency across teams.
- Lead and mentor a high-performance, multi-tiered, cross-functional IT support team, fostering a collaborative and productive work environment.
- Implement strategies to balance the urgency of sales with the service team's commitment to thoroughness and quality, fostering a culture of collaboration and mutual respect between both departments.
- Ensure adherence to client agreements and SLAs, monitoring operational metrics and customer satisfaction scores, and addressing escalations as needed.
- Act as a mentor to IT Operations Managers, providing guidance on best practices and fostering professional growth.
- Proactively monitor key performance indicators to identify trends and address potential challenges, driving continuous improvement initiatives.
- Cultivate a culture of collaboration, efficiency, and rapid response, promoting teamwork and effective project execution.
- Champion industry-standard best practices and drive their adoption within the organization.
- Enhance the department and organization's reputation by identifying opportunities to add value and deliver exceptional service.
- 8+ years of progressive leadership experience in an IT-related field, with a focus on process improvement and operational excellence.
- Proven track record of effectively managing technical, cross-functional teams in a dynamic environment.
- Bachelor's Degree or equivalent work experience required; advanced degree preferred.
- Experience in managing teams within an MSP environment is highly desirable.
- Demonstrated success in managing large teams during periods of business growth and scalability.
- Passion for continuous improvement and a proven ability to implement operational changes across functional teams.
- Strong organizational skills and ability to thrive in a fast-paced environment while maintaining attention to detail.
- Self-motivated with a strong sense of ownership and accountability.
- Analytical mindset with the ability to identify problems and develop effective solutions.
- Ability to work independently and collaboratively, demonstrating professionalism at all times.
Director of Professional Services - New York, United States - MTS Pro Services
Description
Job Summary:As the Director of Professional Services, you play a pivotal role in driving strategic initiatives and optimizing service delivery processes within our Apple-focused IT managed services provider. Reporting directly to the President, you will spearhead efforts to streamline operations, enhance interdepartmental communication, and facilitate the transition from an owner-operator model to a scalable enterprise. Your leadership will be instrumental in fostering a culture of continuous improvement while ensuring the highest standards of service excellence.
Key Responsibilities & Expectations: