Note: The job is a remote job and is open to candidates in USA. Net at Work is a technology advisor and solution provider offering technology consulting, implementation, and managed services to small and mid-size businesses. The Consulting Manager leads the people, client experience, and service delivery operations of the Managed Services practice, overseeing 24x7 delivery across Service Desk, NOC, SOC, field services, and project execution while driving operational excellence, team development, client satisfaction, and practice performance.
Responsibilities
- Oversee reliable 24x7 operations across Service Desk, NOC, SOC, field services, project execution, and other Managed Services delivery functions
- Ensure performance against established service levels, response and resolution expectations, quality standards, client commitments, and internal operating metrics
- Maintain clear operational visibility across ticket volume, backlog, escalation trends, recurring incidents, service quality, utilization, capacity, and other key indicators
- Establish effective escalation paths and clear accountability across team leads and delivery teams; step in directly when leadership involvement can change the outcome
- Identify patterns behind recurring issues and drive root-cause resolution so the organization continuously improves rather than repeatedly solving the same symptoms
- Establish and continuously improve processes, documentation, standards, and operating practices that enable consistent, scalable service delivery
- Align staffing and capacity to current and anticipated demand, and champion appropriate use of automation, AI, and integrated technology to improve quality, efficiency, and employee effectiveness
- Attract, develop, engage, and retain high-performing Managed Services talent
- Set clear performance expectations and create meaningful accountability for client outcomes, service quality, teamwork, and operational discipline
- Develop strong team leads and future leaders who can independently run significant portions of the operation
- Provide consistent coaching, feedback, and career development; recognize strong performance and reinforce behaviors aligned with Net at Work's values
- Address performance gaps early and constructively, taking decisive action when sustained underperformance is not improving
- Build succession plans, bench strength, and team capabilities aligned with current and future client needs
- Manage utilization, workload, capacity, and resource allocation to support client commitments, employee sustainability, and practice performance
- Understand Managed Services economics and actively manage the operational drivers that influence financial performance, including utilization, capacity, resource mix, delivery efficiency, service quality, and agreement performance
- Monitor agreement and service performance for trends that create client or financial risk and initiate corrective action early
- Partner with the Practice Director on workforce planning, forecasting, resource investments, service offering improvements, and decisions that affect practice performance
- Provide timely, accurate visibility into operating metrics, risks, and opportunities; reinforce disciplined time capture, documentation, and other practices needed to manage the business effectively
- Partner with the Practice Director to execute Managed Services strategy and priorities, bringing forward operational insight, resource needs, risks, and opportunities
- Collaborate with Sales, Client Experience, Support, PMO, and other practices to establish realistic client expectations, create smooth transitions, and solve needs that cross organizational boundaries
- Identify unmet client needs and appropriate expansion opportunities, connect them to the right Net at Work resources, and maintain productive relationships with strategic third-party partners
- Maintain client health, including satisfaction, relationship risk, recurring issues, renewal or retention concerns, and commitments requiring leadership attention
- Identify and address deteriorating client health early, creating clear recovery plans and ownership before issues become executive escalations whenever possible
- Build trusted relationships with key client stakeholders and executives, engaging personally where leadership involvement can strengthen the relationship or improve an outcome
- Ensure strategic client conversations connect service performance to the client's business priorities, technology risks, accomplishments, future needs, and measurable value
- Lead significant client escalations through resolution, ensuring clear ownership, credible recovery plans, proactive communication, and consistent follow-through
- Use CSAT, NPS, client feedback, service data, and relationship intelligence to identify systemic opportunities to improve the client experience and reinforce a culture of Client Champion behavior
Skills
- 8+ years of progressive experience in Managed IT Services, or an MSP environment, including meaningful leadership responsibility for service delivery teams
- Demonstrated experience leading 24x7 managed services operations, including Service Desk, NOC, SOC, or comparable functions of teams over 50 people in multiple remove locations
- Proven record of improving client satisfaction, retention, service performance, and/or operational maturity
- Experience building and leading teams, including hiring, coaching, performance management, succession planning, resource allocation, and capacity management
- Strong business acumen and working knowledge of recurring-services economics, utilization, agreement performance, and delivery efficiency
- Strong financial literacy, understanding P&L, and service revenue and team structure optimization for target contribution margins
- Executive presence and the ability to lead high-stakes client conversations and escalations with tact, credibility, sound judgment, and clear communication
- Strong analytical and problem-solving skills, with the ability to use operational data to identify root causes, prioritize improvements, and drive accountability; able to move comfortably between executive-level oversight and hands-on problem solving when needed
- Ability to lead across functions and influence without relying on direct authority; strong written and verbal communication skills; willingness to travel periodically as client and business needs require
- Bachelor's degree or equivalent combination of education and relevant experience; current industry certifications are a plus
- Experience with pre-sales, client technology roadmaps, service catalog development, EOS, and/or automation and AI-enabled service delivery
Benefits
- Bonus eligibility in accordance with the terms of the Company's plan.
- Health and Welfare (Medical, Dental, Vision)
- Accident, Critical Illness, and Hospital Indemnity
- Employee Assistance Program (EAP)
- Life and AD&D Insurance
- Short- and Long-Term Disability Insurance
- Flexible Spending Accounts
- Transportation and Parking Accounts
- Health Savings Accounts (with company contribution)
- Retirement Planning (401k with matching contribution)
- Legal Benefits
- Identity Theft Protection
- Pet Insurance
- Wellness Program Offerings
- Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
- 8 Paid Holidays per year, including 1 floating holiday.
Company Overview
Company H1B Sponsorship