Manager of ASG Services Endpoint

*Job Summary*
TheManager of ASG Services - Endpointwill manage a technical team focused on Microsoft 365 Services. They will provideservicesand support for our customers.The Manager will lead a team ofMicrosoft-focused services delivery resources and ensure all resources are properly trained, well utilized, and are delivering high-quality services.Manager of ASG Services- Endpoint promotesthe team's capabilities through pre-sales/post-sales activities and is responsible for the overall profitability of the team.
This individual will report to theManaging Director ofServices  Thisis a remote position but may berequiredto report to SHI headquarters asdeterminedby SHI management.
• About Us*
Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $14 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next. *But the heartbeat of SHI is our employees - all 6,000 of them.* If you join our team, you'll enjoy:
• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive - in our offices or yours.
• Responsibilities*
_Include but not limited to:_
• Build, lead, develop and coach an infrastructure focused team of technical resources
• Lead team and resources to ensure a quality customer experience during Microsoft services engagements
• Maintain quality standards for all services
• In charge of the successful execution and profitability of SHI Microsoft Services projects
• Oversight of portfolio of Microsoft Services projects, including customer escalations
• Create functional strategies and specificobjectivesfor Service Delivery team members to drive career development
• Develop and manage training plans to ensure team is highly trained in all services and following procedures and protocols
• Drive continuous improvement and operational discipline through collaborative and proactive activities to enable scalable and repeatable processes
• Participate in business strategy discussions internally and externally
• Preparation of business reviews, including Microsoft Services achievements, short and long-term goals
• Act as subject matter expert in matterspertaining toMicrosoft Services
• Provide subject matterexpertisein development of statements of work and applicable templates
• Lead in accordancetoKey Performance Indicators (KPIs) and SLAs, regularly reporting on them and associated corrective actions and insights
• Educate customers on company services and translate those into a clear business value proposition
• Oversee the interviewing of hiring team encouraging the diversity of background and experience
• Complete employee performance evaluations and address personnel issues
• Qualifications*
• Bachelor's degree in computer science or related technical field or equivalent work experience
• 10+ years in building and managing high-performing technical teams
• 10+ years of technical experience with significant personal capability in Microsoft 365, Collaboration, Identity, Messaging, or Security
• 10+ years of customer consulting leadership experience
• Experience hiring and developing engineering talent
• Experience ramping up quickly in an evolving and challenging role.
• Experience managing and delivering IT projects and providing world class support.
• Experience in project management of complex deliverables with limited resources
• In-depth understanding of collaboration and communication concepts
• Required Skills*
• High degree of technical and business acumen
• Ability to work creatively and analytically in meeting customer needs
• Well-honed troubleshooting skills at various levels of complexity
• Presentation skills; high degree of comfort with both large and small audiences
• High levelof comfort communicating effectively across internal and external organizations
• Strong Communication skills with ability to simplify and explain complex problems to stakeholders of all levels across multiple functions
• Management/Leadership Skills
• Excellent negotiation skills
• A linear, logical thinking style with ability to break down and solve difficult problems
• Receptive listening skills, with ability to present ideas in a clear, concise fashion to technical and non-technical audiences
• Strong ability to work independently or in a team-oriented, collaborative environment
• Ability to take initiative and prioritize tasks; good time-management, problem prevention, and problem-solving skills
• Ability to effectively prioritize and execute tasks
• A data-driven approach to all incident and problem management
• Delegation skills with the ability to assign tasks efficiently and effectively to staff byidentifyingtheir skillsets while ensuring staff accountability and productivity
• Problem solving skills with the ability to serve as an escalation point and knowledgeable resource and direct resolution
• Abilitytomonitoremployee performance in a fair and consistent manner and provide actionable feedback, address personnel issues, and provide employee recognition
• Unique Requirements*
• Occasional travel required to visit client locations (25%)
• Additional Information*
• The estimated annual pay range for this position is $150,000 - $275,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
• Equal Employment Opportunity - M/F/Disability/Protected Veteran Status.
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• Job Locations* _US-Remote_
• Requisition ID* _2024-17316_
• Approved Min (Total Target Comp)* _USD $150,000.00/Yr._
• Approved Max (Total Target Comp)* _USD $275,000.00/Yr._
• Compensation Structure* _Base Plus Bonus_
• Category* _Management_