Manager of Managed Services

Taipei City, Taiwan
Management
Full Time

What You'll Do / Responsibilities

Manager of managed services will oversee an engineering team that is responsible for a range of processes and functions in order to improve operations, performs on-demand services for our customers. Below are the main offering of mlytics managed services:

  • Infrastructure management
  • Monitoring and alert management
  • Webserver management
  • Database management
  • Disaster Recovery management
  • Cloud Architecture & Infrastructure Consulting
  • Application Support
  • Threat management

Responsibilities

Strategic Planning and Oversight

  • Advise and carry out recommendations and opportunities for improved ways to conduct business efficiently and grow our customer base
  • Partner with internal sales leaders to ensure Managed Services offerings support and grow with technology and the customer base
  • Assist with budget planning and opportunities for revenue growth

Team Management

  • Continuously develop and lead a team of help desk and engineers to carry out support in a thorough, efficient and client friendly way
  • Organize and prioritize work to ensure day to day business and escalations are being addressed
  • Identify, capture, and provide reporting on key help desk metrics and KPI’s Manage and provide opportunities to improve day to day working practices and sources of useful knowledge

Customer Service

  • Identify best practices and work closely with the team on Customer Service.
  • Oversee customer escalations to ensure effective problem/issue resolution and customer service delivery

Required Qualifications

- Bachelor's Degree or any equivalent combination of education and experience
- Previous experience leading and developing a support team in a managed services environment
- Operational proficiencies in Microsoft Office Suite and Salesforce
- Experience with designing and implementing support processes and reporting
- Proven ability to build and maintain key relationships with stakeholders
- Strong customer-service orientation
- Knowledge of audio/visual technologies in a corporate or event-based environment a plus

Benefits / Compensation

- Plenty of time off
- Stocked kitchen
- Afternoon tea every week
- Employee morale events
- Fun and relaxing workspace
- Annual company trips
- Professional development
- Make an impact since day one
- Work with the brightest
- Vibrant & transparent culture

Application Form
* is required.


(PDF file preferred)