The Mandate

We are looking for a technical IT professional to lead our professional services operations. This individual will act as the bridge between the technical professional services specialists, company management and sales. This role is instrumental in orchestrating client technical priorities and balancing them against the capacity and capabilities of the technical professional services resources. If you are a highly technical individual that takes pride in delivering high calibre IT solutions with experience on server platforms, networking, network security and Microsoft cloud services, we may have the role that you have been looking for!

IDS Systems is a leading professional services consulting firm, based in the Nation’s capital. We offer highly skilled technical resources versed in delivering specialized IT solutions for organizations of varying sizes, complexities, and business verticals. We employ only the best IT technical resources with years of experience. All team members are self-starters with a passion for technology who serve as specialists that work cohesively with colleagues to deliver solutions.

Reporting to the President, the Technical Services Manager’s mission is to ensure successful delivery of client IT initiatives, both by managing the resources assigned to client projects as well as performing technical services delivery. The successful candidate will be highly knowledgeable in IT services and systems, with an ability to understand technical issues, solutions and the nature of technology infrastructure implementation. Platforms will include networks, firewalls, virtual infrastructure, data protection, Microsoft 365m Azure and the plethora of Microsoft services and solutions available to the modern office and data center.

The Technical Services Manager is a client-facing role, that includes hands-on technical activities. It is anticipated that approximately half of the time will be spent performing management duties explained in this document, while the other half of the time will be involved with operational activities that are technical in nature and in support of support or project activities.

The Role

The Technical Services Management function establishes and maintains a relationship between IT operations and Support services and is responsible for providing service support to managed services clients. The focus will be on increasing the value realized from IT projects, consultants, and IDS’ services. They will be responsible for understanding client related business needs, IDS’ approach to IT solutions delivery, and IDS’ team capability. They will serve as a project manager for client initiatives and as a key liaison between business development and professional services delivery in addition to acting as a highly trusted advisor. Additionally, they will take on technical delivery activities and will participate as a team member on project and support activities.

They will also develop and manage the relationship between client IT organizations and non-technical client management. When necessary, they will manage external resources.

In addition, they will ensure that sales and internal technical account managers understand solution complexities and limitations as well as the viability of proposed solutions. They will further ensure that the professional services team is capable of delivering on client commitments while following industry best practices and maintaining architecture and support standards. They will prepare estimates for solutions delivery that can be used in statements of work to be quoted to customers. The Technical Services Manager will serve as the central point of communication with clients and improve the value of IDS’ consulting services.

Duties and Responsibilities

Manages the professional services delivery team

  • Participates in the daily scrum sessions to prioritize activities
  • Maximizes the efficiency of the professional services team
  • Ensures proper loading of professional services team members
  • Addresses technical issues and assists with complex issue resolution
  • Provides an escalation point for professional services personnel involved with client services delivery
  • Engages external resources when internal resources are unavailable
  • Ensures that the professional services team is properly trained to provide the core services offered by the firm
  • Validates timesheets for all professional services personnel

Coordinates professional service activities

  • Balances workload and client expectations
  • Interacts with client representatives to coordinate services delivery and provide updates to clients as necessary
  • Assists with estimating efforts required for client activities
  • Engages with clients to address technical implementation issues
  • Escalates issues to sales when tasks are requested that are out of scope
  • Ensures that the scope of work is understood by the client as well as the resources tasked on the initiative
  • Reviews invoicing for professional services to ensure billing is aligned with contract scope

Participates with service delivery activities

  • Performs technical duties as a member of the professional services team
  • Retains selected IT operations specialties to augment the professional services team
  • Maintains technical qualifications in relevant technologies
  • Augments the delivery team when necessary with technical skills
  • Provides an interface between clients and the professional services team to facilitate efficient solution delivery

Engages with clients as a trusted IT advisor

  • Discerns technical solution requirements with clients to ensure comprehensive solution design
  • Informs clients of concerns with identified approaches to technical problems
  • Identifies risk and mitigation activities in services delivery
  • Proposes technical solutions targeted to support client needs
  • Ensures a “client first” attitude and approach within the professional services team

Influence

  1. Ensures compliance with all company policies and procedures
  2. Coordinates client service delivery with sales and company management
  3. Advocates on behalf of the professional services team
  4. Participates with client invoicing activities to ensure fair billings to clients
  5. Approves professional services timesheets, vacation requests and coordinates resources for service delivery requirements, often outside normal business hours

Required Qualifications

Desired education and experience

  • Bachelor’s Degree or equivalent IT operations experience
  • Training or relevant experience in IT project management
  • 10 years experience in IT operations in multi-faceted teams
  • Experience estimating IT effort for technical activities
  • Multiple Microsoft Azure, Windows Server, data protection, networking and/or IT security certifications
  • ITIL certification
  • Experience working in an IT consulting organization

Required Skills

The successful candidate is an Information Technology professional with both education and practical experience managing technology resources and activities in fast-paced organizations that have high performance IT capabilities. They are a team leader that empowers technical resources to implement technology to the benefit of its clients. They have strong communication and facilitation skills, preferably effective in both official languages and possess a federal security clearance at the Secret or higher level.

They have a passion for innovative technology adoption and organizational success while remaining abreast of evolving IT technology innovations and strategies. The Technical Services Manager will lead the technology consulting capability to accelerate and facilitate the objectives of the executive. They are action oriented but cognizant of limitations and obligations while working in a goal-oriented manner, leading by experience and fostering a strong teamwork commitment.

The successful candidate will demonstrate:

  • Excellent communication while delivering persuasive and factual messages to a broad scale of stakeholders.
  • Mastery of the Microsoft Azure and Office 365 cloud service platforms.
  • Good influential and negotiation skills.
  • Knowledge of the IT operations consulting value chain.
  • Proven experience and understanding of the complete IT infrastructure life cycle.
  • A high level of visibility with company employees.
  • Confidence in organizational leadership and direction.
  • Enthusiastic focus on achieving company goals.
  • High personal ethical standards with an open, honest and trustworthy approach.
  • Effective, concise communication.

Application Form

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