Associate Director, Managed Services DelCor Technology Solutions - 5.0 Silver Spring, MD Job Details 17 hours ago Benefits Work from home stipend Mileage reimbursement Paid parental leave Paid holidays Disability insurance Dental insurance Paid time off Cell phone reimbursement Work from home Parental leave Employee assistance program Vision insurance 401(k) matching Bereavement leave Life insurance Referral program Qualifications Staff performance monitoring Customer communication ITIL Certification Resource allocation (project management tasks) 5 years Coaching Service scheduling Staff scheduling Talent management Client rapport building IT strategy planning Team scheduling Metrics Reporting Incident Escalation Team development Policy & process development Technology management Team management Team training Leading team collaboration initiatives Management reporting Operational excellence initiatives Senior level Escalation handling Communication skills Professional development training Service level agreement (SLA) management

Full Job Description About Us:

DelCor Technology Solutions, a privately held consulting firm based in Silver Spring, MD, has been providing technology consulting and IT support to associations and nonprofits for more than 35 years. Our success has been driven by our unmatched dedication to our clients and our goal to be an ideal workplace for our employees. We admit, we're not shy about what makes us special. We have an outstanding team comprised of highly qualified and motivated individuals who really know their stuff. We're intimately familiar with the 501(c) community, which allows us to truly understand our clients' needs and objectives. At DelCor, we're focused on building long-term relationships both with our clients and among our staff. While our team has the technical chops to get any project done, what sets us apart is our ability to merge customer service with technical know-how. We bring our DelCor values to every client, project, meeting, and event. In the association space we're known as the people who offer technical expertise and strategic guidance, but as a team we like to get together and work on community projects, have baking competitions, or even jump out of airplanes—don't worry, that's not a hiring requirement. About the

Role:

We are seeking an Associate Director of Managed Services, a pivotal role in our Managed Services team. This position is key to leading and overseeing a team of about ten consultants, ensuring the highest level of client satisfaction and team performance. You will be instrumental in driving operational excellence, developing talent, and maintaining our high but fair standards.

Key Responsibilities:

Overseeing and managing a team of managed services consultants. Ensuring optimal resource allocation and scheduling to meet client needs. Leading training and development initiatives for the team. Serving as an escalation point for client, technical, and staff issues. Monitoring team performance metrics and collaborating with HR on performance management. Conducting regular one-on-ones and quarterly check-ins with team members. Managing consultant schedules, including PTO and client visits. Analyzing client metrics, reporting trends, and making strategic recommendations. Ensuring adherence to KPIs, SLAs, and OLAs, and providing corrective coaching as needed.

Preferred Experience/Training :

At least 5 years of progressively responsible management experience. Capability to develop robust technology plans for diverse client sizes. Strong client relations and professional communication skills. Experience in working closely with senior management to enhance service quality and efficiency. A proactive management style with operational flexibility. Experience in developing, writing, and implementing best practice processes and procedures. Expertise in HaloPSA and NinjaRMM Ability to maintain up-to-date knowledge of current technologies. Service Delivery Management and ITIL certifications are a plus. Our Exceptional Benefits and Perks Becoming part of the DelCor team means joining a culture that truly values and respects your contribution. We know that our decades of success wouldn't be possible without staff who feel supported and emboldened to be creative in their work. We've carefully curated a suite of benefits and perks designed to support and reward our valued employees: 17 Days of PTO in the First and Second Years PTO Increased to 23 Days After Two Years 10 Federal Paid Holidays and 1 Floating Holiday Charity PTO Day 401k Savings Plan + Matching $35 Monthly Cell Phone Benefit $300 Work from Home Stipend for New Employees Health, Dental, and Vision Insurance Company-Sponsored HRA Plan Paid Parental Leave Mileage Reimbursement Professional Development and Certification Reimbursement and Recognition Employee Referral Program Short-Term and Long-Term Disability Costs Covered 100% by DelCor Employee Assistance Program Bereavement Leave Family and Medical Leave Optional Critical Illness, Accident and Injury, and Hospital Indemnity Benefits $25,000 Life Insurance Coverage