About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. 

Through the integration of ERP, HCM and/or CRM solutions, Net at Work  offers unique, industry-specific  solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. 

About this Position

The Net at Work Managed IT Services Practice provides "Best in Class" service and support to national clients 24x7, under the guidance of the Director of Technical Services/Managed Services.   As an effective hands-on leader, the Director of Technical Services/Managed Services is the operations problem solver and client evangelist, overcoming and avoiding the day-to-day obstacles to ensure smooth operations and an excellent experience. 

The Director of Technical Services/Managed Services has oversight of all services and customer interactions including SOW creation, project delivery, service desk, NOC operations, SOC, and field services.   Working alongside these teams, the Director of Technical Services/Managed Services will have a pulse of our client’s infrastructure and proactively work with all stakeholders to ensure high quality and that the client’s expectations are exceeded. 

Aiding in the sales process, the Director of Technical Services/Managed Services will create and maintain a profitable services catalog.  This role will support pre-sales and account management functions to identify, develop, and close successful profitable opportunities.  The Director of Technical Services/Managed Services will have P&L responsibility against set targets around practice and agreement gross profit.  

Job Responsibilities

• Own P&L responsibility for the practice as a whole, project engagements, and client agreements.  
• Operate with a sense of urgency, accountability, and ownership.  
• Direct and manage the overall and day-to-day business execution of client projects to ensure quality work products, solutions, and deliverables. 
• Manage relationships with clients, maintaining frequent and direct contact with client staff and senior-level executives. 
• Identify and implement techniques to improve engagement productivity, increase efficiency, mitigate risk, resolve issues, and achieve cost savings for our clients. 
• Routinely present to executive leadership updates that include practice performance, risk, client health, and initiative progress  

 Client Satisfaction 

• Proactively seek/create opportunities to participate in client interactions to ensure the highest levels of customer satisfaction are achieved 
• Ensure project deliverables exceed client expectations 
• Develop and maintain positive relationships with key client/partner/stakeholders to ensure effective communication channels exist and client/partner satisfaction is achieved 
• Implement communication strategies with clients to effectively promote team accomplishments and review project status/delivery milestones on a regular basis (written status reports, client meetings, conference calls, etc.) 
• Ensure a high degree of client satisfaction and retention by leveraging CSAT, NPS, and client QBR meetings.   
• Develop an in-depth understanding of client business needs and position yourself as a key decision-making partner 
• Oversee projects to meet or exceed parameters of project scope, timeline, and gross profit 

 Delivery 

• Oversight of 24x7 operations that are led by team leads, including NOC, SOC, and Service desk.  Exceeding metrics including CSAT, response, escalation, and resolution times. 
• Oversight of the project management engineering and shared services PMO including SOW construction and ensuring projects are held within scope, budget, and schedule targets 
• Promote value billing and efficiency in service delivery 
• Oversight of timesheet and documentation management, ensuring individual utilization exceeds targets. 
• Act as an escalation point for clients and team members 
• Establish and maintain relationships with third-party vendors 
• Report project status and other relevant business metrics to senior management on a regular basis and/or as required (utilizing written updates, conference calls, etc.) Oversee achievement of several scorecards and key performance indicators directly or through collaboration with other roles in services, sales, and marketing.  

 Manage and Develop Team 

• Capacity and personnel management; including hiring, utilization, and development. 
• Effectively build, develop, and manage a team of in-house and 3rd party consultants at client site(s). 
• Regularly perform 1:1s with direct reports to provide feedback and coaching. 
• Partner with senior management to provide career path planning and coaching to ensure job satisfaction and professional growth. 
• Maintain a low attrition rate and promote high team morale. 
• Partner with senior management to facilitate placement/allocation of consultants and project staff. 
• Complete annual performance reviews and informal/formal performance review processes and relevant feedback as needed.
• Accessible, collaborative, and hands-on when needed for team members, managers, and peers.  
• Lead regular team meetings to celebrate wins and provide updates on metrics and initiatives. 

Job Requirements

• Demonstrated strong leadership and time management skills. 
• Prior experience overseeing NOC, SOC, and/or Service Desk operations.
• 5+ years’ experience in Managed IT Services or consulting background with a record of delivering technical solutions and great client experience. 
• Willingness to be hands-on and understand when to zoom in or zoom out to solve problems. 
• Ability to learn and adapt quickly, keeping on top of industry news and trends. 
• Ability to communicate with tact and diplomacy in high-stress situations. 
• Meticulous and detail oriented. 
• Obsess with documentation and time management.  Demonstrated ability to build robust processes and procedures. 
• Strong business and technical acumen. 
• Willingness to travel periodically.

Desired Requirements:  

• Prior experience managing P&L. 
• Prior experience with pre-sales activity, client budgeting, and building technical road maps.
• Experience with EOS methodology. 
• Bachelor’s degree and recent industry certifications.

Customer Requirements

This job may require access to customer information, systems, and/or premises.  As a result, this job may require customer approval for such access as an essential job function.

Compensation and Benefits

Base salary range: $140,000 to $190,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.  

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life: 

• Health and Welfare (Medical, Dental, Vision) 
• Accident, Critical Illness, and Hospital Indemnity  
• Employee Assistance Program (EAP) 
• Life and AD&D Insurance 
• Short- and Long-Term Disability Insurance 
• Flexible Spending Accounts 
• Transportation and Parking Accounts 
• Health Savings Accounts (with company contribution) 
• Retirement Planning (401k with matching contribution) 
• Legal Benefits 
• Identity Theft Protection 
• Pet Insurance 
• Wellness Program Offerings 
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.  
• 8 Paid Holidays per year, including 1 floating holiday. 

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. 

The Company expects to accept applications for this position until October 31, 2025 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.  

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind. 

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.