Manager of ASG Services Endpoint_

Atlanta

**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_