Director, Managed Services Operations - US REMOTE

With an eye for detail and a contagiously positive attitude, you’re the teammate everyone counts on to get the project buttoned up and across the finish line.

Remote, IL

CONNECTION

<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers&rsquo; IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we&rsquo;re a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose.</strong></p> https://www.connection.com/

keywords: position summary,position details,what we do,who we are,why you should join us,performance,compliance,procedure,technical,experience,knowledge,certification,skills

Full Time

$160,000.00/Yr. - $185,000.00/Yr.

Overview: <strong>What We Do:</strong><br /><br />We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That&rsquo;s what we do. We&rsquo;re the IT Department&rsquo;s IT Department.<br /> <br /><strong>Who We Are:</strong><br /><br />Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It&rsquo;s what makes Connection unique&mdash;what drives us to innovate and create technology solutions that stand apart from the crowd. We&rsquo;d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.<br /> <br /><strong>Why You Should Join Us:</strong><br /><br />You&rsquo;ll find supportive teammates and a rewarding career at Connection&mdash;plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees&rsquo; emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You&rsquo;ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. <br /> <br /><br /> <p>Working under minimal supervision of the Sr Dir Delivery, Managed Services, referring only exceptional problems and issues for management review or approval, the Director of Managed Services Operations drives the vision, strategy, leadership and overall success of the managed network and security services team, ensuring efficiency, reliability, and alignment with our managed service offerings. The Dir Managed Services Operations plays a critical leadership role in developing and implementing standard operating procedures (SOPs), reviewing systems and services, managing staff, and optimizing operations to meet and exceed client expectations.</p> <p>The Director role involves strategic planning, team management, client relationship management, and ensures the delivery of high-quality managed services to clients. The Dir plays a critical role in driving growth, profitability, and operational excellence within the Managed Network and Security Services department.</p>
Responsibilities: <ul> <li>Develops and implements standard operating procedures (SOPs) for network and security operations, ensuring consistency and efficiency in service delivery.</li> <li>Reviews existing systems, processes, and services to identify areas for improvement and optimization.</li> <li>Collaborates with the Senior Director of Managed Services to align network operations and security compliance standards with overall business objectives and client requirements.</li> <li>Manages a team of security analysts, network engineers and technicians, providing leadership, guidance, and support to ensure high performance and professional development.</li> <li>Oversees the day-to-day operation of network infrastructure, including monitoring, troubleshooting, incident response and resolving issues to minimize downtime and ensure optimal performance.</li> <li>Works closely with cross-functional teams, including sales, customer support, and project management, to coordinate and prioritize network-related tasks and projects.</li> <li>Ensures compliance with industry standards, regulations, and best practices in network operations and security.</li> <li>Identifies opportunities for innovation and continuous improvement in network technologies, compliance, security, processes, and services.</li> <li>Collaborates with vendors and partners to evaluate and implement new technologies and solutions that enhance network performance and reliability.</li> <li>Provides regular reports and updates to senior management on the status of network operations, performance metrics, and key initiatives.</li> </ul>
Requirements: <ul> <li>10+ years of experience in network operations, with at least 5 years in a leadership or management role.</li> <li>Experience in a leadership role within a Managed Services Provider; required.</li> <li>Experience with cloud and infrastructure monitoring and management tools, such as ManageEngine, Prisma, OpRamps, Morpheus, Automate, Auvik, ThousandEyes, Logicmonitor, PRTG.</li> <li>Experience working with Client and ticket management systems such as ServiceNow, ConnectiWise, Zendesk</li> <li>Strong technical expertise in data center, network infrastructure, including routers, switches, firewalls, Hypervisors, Cloud Solutions and VPNs.</li> <li>Solid understanding of TCP/IP networking, routing protocols, VLANs, and subnetting.</li> <li>Excellent leadership, communication, and interpersonal skills.</li> <li>Solid understanding of security compliance and standards, NIST, CMMC, Zero Trust, HIPAA, ISO/IEC 27001.</li> <li>Proven ability to effectively manage teams and prioritize tasks in a fast-paced environment.</li> <li>Strong analytical and problem-solving skills, with a focus on driving results and continuous improvement.</li> <li>Certifications: CCNA, CCNP, ITIL preferred, not required.</li> </ul> <br /><br /> <h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job">Min</h2> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text">USD $160,000.00/Yr.</div> </div> </div> <h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job">Max</h2> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text">USD $185,000.00/Yr.</div> </div> </div>