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Manager - Managed Services

Frisco, TX · Information Technology
The Manager Managed Services is responsible for the day-to-day management of the Managed Services resources, and the performance of Support services. This role will manage the systems and services to ensure effective support for our customers.
Essential Job Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Execute Support services to meet customer Service Level Agreements.
  • Manage Support resources to execute department work including service desk, preventative maintenance, support system improvements, and knowledge management.
  • Execute Support contracts with required customer communication.
  • Work with Sales and Solution Architect’s to align customer needs with PDSVSION services.
  • Manage Star Support knowledge base and runbook.
  • Manage Star Support Watchtower PLM monitoring system based on Prometheus, Grafana, PTC/Thingworx, and the Atlassian stack.
  • Ensure that all systems and processes delivered meet the organization’s quality standards and user requirements.
  • Excellent written and verbal communications skills; the ability to read, analyze and interpret technical documentation, wiring diagrams and specifications.
  • Must be able to effectively present information to senior management and clients.         
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to interpret an extensive variety of technical requirements in specification or diagram forms.
  • Ability to manage multiple projects and people.
Supervisory Responsibility
This position will oversee the Support staff.
  • Working with People Operations, recruits, interviews, and makes hiring recommendations.
  • Oversees the onboarding and training of direct reports.
  • Oversee the daily workflow of direct reports.
  • Provides constructive and timely performance evaluations, both formally and informally.
  • Makes recommendations for disciplinary and terminations of direct reports.
Required Education and Experience     
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Bachelor’s degree in Engineering, Computer Science, Business Administration, Information Systems, or equivalent work experience.
  • Minimum of 5 years of experience in the field of Service Desk, Managed Services, MSP, or related fields.
Preferred Education and Experience    
  • Experience with PTC products.
  • Prior People Management Experience.

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