ETS ENTERPRISES

Compensation

Full Description

ETS Technology Solutions is a leading Managed Service Provider (MSP) based in the heart of Chicagoland. ETS is dedicated to empowering mid-market businesses with tailored IT solutions. With a deep understanding of the unique challenges and opportunities faced by mid-sized organizations, we provide a comprehensive suite of services designed to enhance operational efficiency, improve security, and drive digital transformation. Job Summary: Our IT Manager will be responsible for ensuring the seamless delivery of IT services to our clients. You will oversee service performance, manage client relationships, and lead cross-functional teams to meet SLAs and drive continuous improvement. This role demands a strategic thinker with strong operational expertise and a customer-first mindset. Key Responsibilities: Client Relationship & Service Management • Serve as the primary point of contact for client service delivery issues and escalations. • Build and maintain strong relationships with clients, ensuring satisfaction and retention. • Conduct regular service reviews and performance reporting with staff and clients. • Translate client needs into actionable service plans and improvements • Ensure services are delivered in accordance with contractual SLAs and KPIs. • Monitor and manage service performance metrics across teams and technologies. • Coordinate internal resources to resolve issues and develop systems and processes. • Oversee onboarding processes for new clients and service offerings. Team Leadership & Collaboration • Lead and mentor service delivery teams to ensure high performance and accountability. • Facilitate collaboration between technical teams and account managers. • Drive a culture of continuous improvement and operational excellence. Process & Quality Improvement • Develop and refine service delivery processes, playbooks, and documentation. • Identify gaps in service and implement corrective actions. • Lead root cause analysis and problem management initiatives. • Ensure compliance with best practices and industry standards. Strategic Planning & Reporting • Contribute to strategic planning for service delivery growth and scalability. • Provide regular reports and insights to senior leadership on service performance. • Support budgeting and resource planning for service operations. Qualifications • Bachelor’s degree in IT, Business, or related field OR equivalent experience. • 5+ years of experience in mid-to-large overall infrastructure operations or MSP operations. • Strong understanding of ITIL framework and service management principles. • Proven leadership and client-facing experience. • Excellent communication, analytical, and problem-solving skills. Preferred Skills • ITIL certification (Foundation or higher) or equivalent experience. • Experience with cloud services, cybersecurity, and infrastructure management. • Optionally PMP or other project management certification OR equivalent experience. • Familiarity with tools like ConnectWise, Automate, and IT Glue or equivalent systems. • Ability to thrive in a fast-paced, multi-client environment.