Manager, Managed Services

Job Description

The Manager, Managed Services plays a critical role in the overall success of the Managed Service team and to assure customer satisfaction. Primary responsibilities include managing the staff and operations of the Managed Services team and provide telephone support for customers and the Campus Technical Support team. The Manager, Managed Services provides direction, support and supervision to a team of Campus Administrators. The Manager, Managed Services reports to and works closely with the Chief Customer Experience Officer to evaluate and ensure efficiency of operations and staffing. This position requires the ability to quickly adapt to changing hardware specification and customer priorities. As a member of a quickly growing team, the Manager, Managed Services occupies a key position, requiring constant cross-disciplinary interaction with other departments to ensure customer satisfaction. Must be legally authorized to work within country of employment without sponsorship for employment visa status (e.g., H1B) now and/or in the future.
Job Responsibilities

Work closely with a team of Client Executives and Channel Partners to improve customer communication and satisfaction levels
Assure adherence to the hosting process, policies and procedures
Oversee training for incoming team employees
Provide guidance and training on the proper use of hosting within the Campus system
Review daily, weekly and monthly reports
Analyze campus administrator workload
Provide continual evaluation and enhancement of the hosting team’s skills aligned with client satisfaction metrics
Running Campus Updates
Hosted Server Database Backups
Hosted Server Campus/Tomcat/Apache/Balancer Configuration
Hosted Server OS Updates
Hosted Server OS Configuration
Access Infinite Campus product customer data and customer infrastructure adhering to the practices and procedures outlined in the master security guidelines
Other related duties as assigned

Desired Background

Bachelor’s degree strongly preferred or equivalent work experience
Previous experience managing support organizations with proven track record
Advanced Networking Experience including low level, network protocol analysis/troubleshooting (HTTP(S)/TCP-IP)
Campus Application Knowledge preferred

Performance Expectations

Perform job responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism
Establish and maintain positive and productive work relationships with all staff, customers and business partners
Must be able to direct the work of others
Excellent interpersonal and communications skills
Ability to diagnose and resolve hardware issues
Ability to lead a team and manage multiple resources in a high-interrupt environment
Excellent organizational skills
Excellent verbal, written and group communication skills
Available to work some weekends and/or late hours

Position must adhere to the practices and procedures outlined in the master security guidelines.

This position may perform job responsibilities directly for a customer contract, which may be subject to a more thorough criminal background check to include, but not limited to, fingerprints, outside the standard screening. If the position performs job responsibilities directly for said customer(s), employee is required to pass the specified criminal background check; meeting the requirements of the customer contract.

Infinite Campus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Infinite Campus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Infinite Campus, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Infinite Campus’ employees to perform their job duties may result in discipline up to and including discharge.