Managed Services Manager (Southwick,MA)

Our client is seeking a Managed Services Manager.  This position plays a critical role in building and sustaining customer and partner relationships while driving the sale and adoption of their Managed Services program solutions. The position is a high impact, visible role, responsible for ensuring customer satisfaction while promoting adoption of our client's solutions and driving further development and evolution of these solutions to meet future customer needs. 


  • 5+ years hands-on, professional experience in the IT systems/integration or computer networking space as an engineer or sales engineer. Must have demonstrated success in leading and managing projects as well as the ability to independently perform all of the duties of the position efficiently and effectively. Experience in selling Managed Services or IT Services preferred
  • 3+ years leading a Managed Services Practice
  • Desirable Networking Technologies include: Training and corresponding certifications in IT services and/or networking products. Microsoft Desktop/Server OS, Desktop/Laptop PC’s, Switches, Routers, Indoor/Outdoor Wireless, Firewalls/Security, Storage/SANS


  • Provide tier 2 remote support for managed service clients
  • Develop new managed services offerings for WCA clients
  • Works directly with Sales and Business Development teams on growing MSP business
  • Builds and presents product demos for customers and partners on location
  • Contributes to sales process improvement, including developing knowledge bases and creating sales tools
  • Exceptional ability to develop productive and positive customer relationships
  • Provides technical expertise to prospective customers and promotes the features, functions and desirability of products or services
  • Interfaces with IT decision makers at all organizational levels and works with their technical and purchasing groups as required
  • Ensures responsiveness to the customer’s needs by following through on all promised deliverables and customer’s requests, both written and verbal
  • Discovers and understands key customer technical, financial, operational, and business issues
  • Advises on deployment architectures and handles in-depth questions
  • Evaluates customer requests and provides a complementary solution utilizing products and technologies which the company represents to fulfill customer requirements
  • Draws up or proposes changes in equipment, processes, or use of materials or services which would result in cost reduction or improvement in operations
  • Articulates company’s unique value proposition, presents product information, and builds value throughout the sales process
  • Builds long-term business relationships and becomes a trusted advisor within accounts
  • Actively maintains market awareness of product and service offerings and business trends
  • Ownership of Managed Services tracking/ticketing software
  • Escalation point during and after business hours for support issues and emergencies
  • Escalation point in disaster recovery scenarios
  • Serve as technical consult for sales team
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