IT Manager (Managed Services)

$120,000 - $145,000/Yr

Ice Corporate Consulting - Milpitas, CA

Full-time - Mid Level

Milpitas, CA

Professional, Scientific, and Technical Services

About the position

As an IT Manager at ICE Consulting, you will play a pivotal role in providing exceptional IT services to clients, managing IT accounts, overseeing IT infrastructure, and ensuring that technology needs are met efficiently. The position requires a strong background in IT infrastructure and customer success management, with a focus on delivering high-quality managed services in a fast-paced environment.

Responsibilities

• Manage and oversee the delivery of IT services to clients, ensuring adherence to service level agreements (SLAs) and quality standards.
• Provide excellent customer services for value-added Managed Service Provider services to existing clients that exceed SLA commitments.
• Help promote Managed Service Provider services to potential clients.
• Act as the primary point of contact for all client IT needs, developing strong, strategic relationships with each client.
• Understand and align IT services with clients' business objectives and needs.
• Lead a team of IT professionals, including engineers and technicians, to deliver exceptional service to clients.
• Develop and maintain strong relationships with clients, understanding their business needs and providing strategic and tactical IT guidance.
• Collaborate with internal teams to continuously improve service delivery processes and procedures.
• Monitor and analyze IT infrastructure performance, identifying areas for optimization and improvement.
• Ensure compliance with industry standards and best practices in IT service management.
• Provide leadership and mentorship to team members, fostering a culture of continuous learning and development.
• Manage the financial aspects of client engagements, including budgeting, forecasting, and cost management.
• Stay informed about emerging technologies and trends in IT infrastructure, recommending innovative solutions to clients.

Requirements

• Bachelor's degree in information technology, Computer Science, or related field.
• Minimum of 7 years of experience in IT infrastructure management, preferably in a managed services environment.
• Proven experience in customer service management, with a focus on client satisfaction and retention.
• Strong technical background in IT infrastructure technologies, including networking, servers, storage, and virtualization.
• Experience with IT service management (ITSM) tools and processes, such as ITIL.
• Excellent communication and interpersonal skills, with the ability to effectively interact with clients and internal teams.
• Strong leadership and team management skills, with the ability to motivate and inspire team members.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.

Nice-to-haves

• Certifications such as ITIL, PMP, or relevant vendor certifications (e.g., Cisco, Microsoft) are a plus.