Managed Services Manager

  • Job Tracking ID: 512894-579405
  • Job Location: Charlotte, NC
  • Job Level: Mid Career (2+ years)
  • Level of Education: BA/BS
  • Job Type: Full-Time/Regular
  • Date Updated: June 14, 2017
  • Years of Experience: 2 - 5 Years
  • Starting Date: August 1, 2017

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Job Description:

Position Overview

Under general direction of the Client Relationship Director, the role of the Managed Services Manager is an essential component of the NASCENT Managed Services goal. The goal of constructing a service organization that reflects the needs of our growing customer base while retaining a consistent level of field service for existing customers, requires a strong management presence. This position is responsible for developing a best-in-class field service strategy and roadmap that defines how existing services, systems and processes will best evolve to support the Managed Services business strategy. The Managed Service Manager will build new and enhance existing relationships with customers to ultimately become a recognized partner in their business.


The successful candidate will be a responsible, motivated, self-started who is able to work well as an individual with little direction. Taking ownership, pressing forward with ideas, suggestions, recommendations and moving the centers in a positive, prosperous direction will be a necessity to succeed in this role.



  • This key position is responsible for management of geographically dispersed Field Service Technicians (FST), responsible for software and hardware installations, hardware troubleshooting and routine and preventive maintenance.
  • Work with the executive leadership team and customers to create, coordinate and deliver on strategic and tactical objectives, including but not limited to market research and competitive analysis.
    • Keeping up to date with competitor information and market trends and identifying business opportunities for the organization.
    • Build an environment based on industry best practices in service processes, tools and systems aimed at a best in class customer experience. Ensures current processes are in-line with industry standards, trends and practices and are cost competitive.
    • Expand, lead and mentor a highly effective team of field service technicians to maximize NASCENT business opportunities and the career opportunities of the FSTs.
    • Lead project management activities for all Field Service projects in the assigned area for both technical and financial aspects. Provide oversight and technical direction to FSTs for all equipment installations, de-installations or swap outs.
    • Manage the coordination, implementation and administration of Field Services, including personnel, communications, solution training and performance metrics/standards.
    • Drive the Field Service KPIs as defined by executive leadership to maximize Service goals. Use the KPIs to identify weaknesses in Service delivery and make needed corrections.
      • Establish system to properly document and report all services and issues, detailing specific information about problem or issues in accordance with NASCENT policies and procedures.
      • Ensure that all issues are escalated and communicated in accordance with policy and procedures including providing an early warning of potential issues and plan to mitigate/avoid.
      • Manages FST equipment inventory so FSTs have the necessary tools and items to complete their jobs. Responsible for verifying that all team equipment meet NASCENT safety and operating standards.
      • Emphasize safety programs and initiatives, track and monitor safety metrics and communicates metrics, and investigates and reviews accidents and injuries. Complies with all company, federal, state, and local guidelines for quality, environmental, and safety standards.
      • Collaborate with other leaders within the business to develop and implement process improvements.
      • Quick learning capability. Commitment to become a technical subject matter expert on NASCENT products and solutions.
        • Develop an innovative and energetic culture. The FSTs should be challenged, have opportunities for career progression, should enjoy coming to work each day, and above all should be proud of the work they do each day.

Work Environment/Dynamics

  • The majority of working hours will be in an office environment with 75% travel to service centers
  • Must tolerate stressful situations gracefully
  • Flexible with working remote as needed for projects/implementation
  • Must have internet access at home to be able to remotely VPN to the work environment when necessary.


Experience and Skills:


  • Bachelor’s degree in a IT or related field with 5-7 years of relevant experience in a IT solution or managed services role. 5+ years experience managing a geographically dispersed field service team, responsible for software and hardware deployments, server, networking or security services. The ideal candidate will also have experience monitoring and maintaining clients’ network systems, troubleshoot network systems, and make improvements to the network.
  • Experience managing the deployment of large scale IT projects, budgeting, forecasting cost, allocating work, setting employee schedules and approving employee timesheets.
  • Demonstrated ability to read customer site designs/drawings and develop project estimates and installation plans.
  • Experience leading technical documentation and maintaining configuration information.
  • Strong interpersonal skills with a demonstrated ability to deal effectively and decisively with internal customers, including Technicians to Exective Leadership.
  • Front line experience troubleshooting and responding to customer concerns.
  • Ability to attract, train and retain technical talent.
  • Ability to assess market competition by comparing the company’s services to competitors’ services


  • Relationship Management
    • Must have a passion for delivering exceptional customer service
    • Business Relationship Management
    • Vendor Management
    • Communication and Change Leadership
  • Technology Management
    • Technology Road mapping
    • Service Level Management
    • Service Engineering
  • Business Management
    • Strategy Development
    • Financial Management
    • Reporting and Analysis
    • Business Opportunity Development

Physical Ability

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to stoop, kneel, crouch, talk and hear. The employee frequently is required to stand; walk; sit; climb stairs; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this job include ability to adjust focus.


Health - Company pays portion

Dental  - Employee Paid

Vision - Employee Paid

Short Term Disability  - Employee Paid

LTD / Life / AD&D = 100 %  Company Paid

15 PTO Days

9 Paid Holidays