Managed IT Services Manager

Ready to lead a growing IT and Telecom team where your technical and leadership skills can truly shine? Join AIS and help drive client success, oversee projects and installations, and grow the team!

Purpose: This role supports AIS's purpose of providing technology that works for our clients and revolutionizes their business while providing service they'll fall in love with.

Major Goals:

• Identify customer business needs and understand current technology trends
• Achieve and maintain 95% or better customer satisfaction
• Meet revenue and profitability targets for the department

Job Functions: The Managed IT Services Manager is a critical member of our Service Operations team responsible for exemplifying our culture, assisting customers, and managing and growing their direct reports.

Daily Responsibilities Include:

• Lead and develop the IT and Telecom teams, including hiring, training, and performance management
• Evaluate and prioritize support response to ensure timely and effective service
• Assign resources to service tickets, projects, and remote/on-site support
• Monitor the Service Board for service level compliance with company policies
• Coordinate and escalate unresolved or emergency support issues
• Translate technical language for customers to ensure clear understanding
• Maintain strong client relationships and resolve complaints to ensure satisfaction
• Manage onboarding and client projects, providing effective project leadership
• Lead technical assessments and develop recommendations for professional services
• Oversee technician schedules to ensure SOP and policy adherence
• Review service tickets and time entries for accuracy and quality
• Coordinate with Purchasing and Logistics for equipment procurement and repair
• Maintain financial performance and budget oversight for the department
• Conduct staff meetings and facilitate internal training sessions
• Collaborate with the OE Service Manager on project and on-site resource needs
• Ensure confidentiality and bring a business perspective to technology solutions
• Other duties as assigned

Who we are:

AIS is a Premier IT Business Technology Company headquartered out of North Las Vegas, NV with additional branches in Southern California.

AIS’s Core Values: We Adapt and never lose our Integrity to Surpass expectations- We are AIS-NOW. This is aligned with the AIS Mission Statement: Our mission as a Company is to Exceed our customers’ expectations by providing unparalleled business solutions with leading edge technology products, coupled with unmatched service, supplies, and support. Our foundation of work ethic, integrity, and teamwork enable us to work within a culture that cares about our customers, our community, and each other.

We offer a comprehensive benefits package including medical, dental, vision, life, 401(k) Savings Plan with company match, PTO program that includes vacation time, personal time, and volunteer time off. We offer recognition programs and incentive travel rewards. Company sponsored events, team building events as well as a robust Leadership Development Program.

AIS is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued.

Knowledge and Skills: 

• 8+ years in an IT professional services environment, MSP experience preferred
• 5+ years in a managerial role
• Bachelor's degree in IT or related field and/or equivalent work experience
• Technical Project Management experience is required
• Previous P&L responsibility a plus
• Professional IT Certifications are a plus such as:
  • Microsoft (MCSE, Entra, Azure)
  • Fortinet (FCP,FCCS, FXP)
  • ConnectWise (PSA)
  • VMware (VCP)
• Superior written and verbal communication skills required
• Knowledge of industry applications, processes, software, and equipment, with the ability to leverage technical and business expertise across supported verticals
• Strong organizational, presentation, and customer service skills
• Ability to multi-task and adapt to changes quickly
• Self-motivated with the ability to work in a fast-moving environment
• Working knowledge of Networking Infrastructure, Desktop hardware and software, and Telecom and associated applications