Manager - Managed Services

Position:
Manager - Managed Services

Job Description:
The Arrow ECS Managed Services Manager (MSM) is a highly motivated and experienced Technical Managed Services Manager who will lead our managed services team. This individual will report directly to the Arrow ECS Services Manager and manage the reactive and proactive post-sales Managed Services team. The MSM will have dotted-line responsibility and tight alignment with sales engineering, sales teams, and supplier management. They will oversee the delivery of Arrow's proactive and reactive Managed IT services, ensuring high levels of client satisfaction, driving continuous improvement in our service offerings, and directly interfacing with Arrow channel partners and end-user customers. The ideal candidate will have a strong technical background, experience in both proactive and reactive managed services, technical sales/marketing experience, excellent leadership skills, and a passion for delivering exceptional customer service.
What You'll Be Doing:

• Lead, manage, and recruit the technical managed services team as needed, including hiring, training, performance evaluations, and career development.
• Foster a collaborative and high-performance culture within the team and across other lines of business, including sales, marketing, sales engineering, and supplier management.
• Develop and implement strategies to improve the efficiency and effectiveness of the managed services team.
• Work with supplier teams to develop and implement new service offerings to complement Arrow supplier offerings.
• Oversee the delivery of managed IT services to ensure they meet or exceed client expectations and exceed customer satisfaction rate objectives.
• Monitor and manage service level agreements (SLAs) to ensure timely and effective resolution of technical issues.
• Understanding of common industry support ticketing tools and managed services monitoring tools.
• Responsible for the production of daily, weekly, monthly, and quarterly reports to provide a line of sight into service delivery performance and metrics
• Work closely with partners and customers to understand their needs and provide tailored solutions when required.
• Provide technical guidance and support to the managed services team.
• Stay current with industry trends and advancements in technology to ensure the team is equipped with the latest knowledge and skills.
• Troubleshoot and resolve complex technical issues when necessary.
• Develop and maintain strong relationships with key clients.
• Act as a point of escalation for client concerns and ensure they are addressed promptly and effectively.
• Conduct regular meetings with clients to review service performance and identify opportunities for improvement.
• Implement processes and tools to enhance the efficiency and effectiveness of managed services operations.
• Analyze performance metrics and client feedback to identify areas for improvement.
• Drive initiatives to enhance service quality and client satisfaction.
• Develop and manage the budget for the managed services team.
• Allocate resources effectively to ensure optimal service delivery.
• Identify opportunities to optimize costs while maintaining service quality.

What We Are Looking For:

• Minimum of 5 years of related experience with at least 3 years in a leadership role with a Bachelor's degree in Information Technology, Computer Science, or a related field (Master's degree preferred).
• Proven track record of success
• Strong technical background with expertise in areas such as network management, cybersecurity, cloud services, and IT infrastructure. AI is a plus.
• Proven track record of managing and delivering high-quality managed IT services.
• Excellent leadership and team management skills.
• Strong problem-solving and decision-making abilities.
• Exceptional communication and interpersonal skills.
• Ability to build and maintain strong client relationships.
• Relevant certifications such as ITIL, PMP, or similar are a plus.
• Must have experience utilizing Microsoft Office Products, SalesForce, and other presentation tools.
• Ability to travel 10% or more of the time.
• "Whatever it takes" attitude and motivation to do whatever is necessary to assist in closing a deal

Work Arrangement:
Fully Remote: Must be able to travel to an Arrow office location as requested by Arrow leadership.
What's In It For You
At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That's why we offer competitive financial compensation, including various compensation plans, and a solid benefits package.

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Short-Term/Long-Term Disability Insurance
• Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
• Paid Time Off
• Tuition Reimbursement
• Growth Opportunities

And More!
Annual Hiring Range/Hourly Rate:
$102,200.00 - $152,625.00
Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.

Location:
US-TX-Texas (Remote Employees)
Remote work employees may be required to be present at the closest designated Arrow office for work-related purposes, at the Company's request and sole discretion.

Time Type:
Full time

Job Category:
Sales
EEO Statement:
Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy)
We anticipate this requisition will be open for a minimum of five days, though it may be open for a longer period of time. We encourage your prompt application.