Managed Services Engagement Lead / Sr. Manager at vCORE Technology Partners in Scottsdale, Arizona

Job Description:

About vCORE Technology Partners

vCORE Technology Partners builds customized IT solutions for more than 150 companies across the U.S. and Canada. Headquartered in Scottsdale, Ariz., vCORE was launched in 2010 and has since enjoyed industry-leading growth.

Our team includes proven experts in IT solutions, including networking, cloud automation, modern infrastructure, data protection, security, and proactive managed services. Clients include multibillion-dollar media companies, major healthcare providers, technology giants, data centers, and others.

Simplicity Delivered. Always On.

As a Managed Services Engagement Lead / Sr. Manager, you will be responsible for leading, managing, and developing the operations teams in our Managed Services Division including storage, backup, compute, network, the public cloud, and Enterprise Operations Center (EOC). These are the teams responsible for providing pro-active and post-sales support to our Managed Service Customers.  

The ideal candidate will have previous operations management, services engagement lead and/or IT Managed Services background, a proven track record of helping to drive and grow the Managed Services business, a natural talent for getting the best out of your teams, proven leadership and people management skills with a sound understanding of the technologies we support; storage, network, compute, backup, cloud hosting and Enterprise Monitoring. It goes without saying that you will be passionate about delivering exceptional customer service.

What You'll Do

• Design Dashboards to track Key Performance Indicators to indicate proactive changes to the customer's environments


• Ensure new customers are onboarded with the seamless handover from the provisioning process to post-deployment support


• Ensure customer runbooks and technical product documentation for all managed services products meet quality standards and are up-to-date


• Ensure monitoring and alerting is setup effectively for each customer


• Lead by example and instill a high-performance culture with a focus on teamwork, service excellence, and ownership of customer issues


• Contribute proactively to new service development, implementing divisional strategy, and implementing change within the team as needed to ensure it can take on new service offerings


• Effectively delegate work to leads across the Managed Services team


• Help grow the next generation of Managed Services leaders


• Collaborate across teams to deliver a cohesive support experience both in customer-facing and internal-facing engagements


• Ensure the Managed Services teams are skilled, trained, and developed to maintain vCOREs standard for high touch support and customer engagement


• Provide continuous performance management feedback to direct reports


• Build and maintain a pipeline of prospective managed services recruits


• Take responsibility for customer escalations and act as a point of escalation, both, on and off-hours as needed


• Adherence to Change Control process and ensuring compliance requirements are met as an individual and by the team


• Create measurable performance indicators to ensure overall business objectives are met and department performance levels are maintained


• Assist with recruiting and coordinate new-hire training


• Provide technical and functional subject matter expertise to the team


• Meet with customers face-to-face on a consistent basis to provide updates and solicit/process continual improvement feedback


• Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement


• Participate in quarterly account reviews to identify client satisfaction, process adherence, backlogs, quality of services provided, opportunities for improvement, etc.


• Help coordinate the collaboration between teams in different geographic regions

What You'll Need

• Minimum 3 years of personnel management in a managed service or infrastructure operations role.


• Minimum 3 years of experience managing service delivery teams.


• Minimum 2 years of experience managing a NOC or 1st level analysts.


• Minimum 1 year of experience positioning and selling managed services.


• Excellent oral and written communication and organization skills


• Strong influencing and customer management skills


• Experience managing enterprise IT teams supporting complex environments spanning from the data center to end-user device engineering.


• Previous work in technical positions (Service Delivery, Managed Services, Hosting Provider preferred)


• Proven track history of assisting with the development and maintenance of standards.


• Basic understanding of Enterprise Architecture in complex IT environments


• Experience with monitoring and alerting platforms.


• Basic familiarity with Linux/Unix/network, operation, and troubleshooting


• Basic familiarity with Windows Server 2012/2016 network, operation, and troubleshooting


• Basic familiarity with virtualization & Hypervisor operation, networking, and troubleshooting.


• Basic familiarity with Backup / Data Management solutions such as Dell, Commvault, Networker, Rubrik, Actifio and Cohesity


• Basic understanding of Public Cloud (AWS, Azure, and GCP)


• Basic understanding of network technologies

Nice-to-Have Skills

• AWS Certified Cloud Practitioner


• ITIL Certification


• Scripting knowledge: Powershell, pearl, etc.


• PMP Certification

What We Offer: vCORE Technology Partners offers a comprehensive benefits package including paid vacation, paid holidays, medical, dental, vision, flexible and health spending accounts, life and disability insurance, along with a competitive 401(k) retirement plan and match.

If you are looking for that next step in your career, an exciting place to work, fellow team players, and a place where superior service is a way of life, this is your place!

Diversity Statement: At vCORE Technology Partners, we recognize and appreciate the value that comes from having employees with diverse backgrounds, points of view, and life experiences. Respect for diversity is an integral part of our culture and a critical component in our strategy to deliver the best customer experiences.

It is the policy of vCORE Technology Partners to encourage diversity and not to discriminate against any applicant for employment, or any employee because of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local. In addition, vCORE Technology Partners will provide reasonable accommodations for qualified individuals with disabilities.