History

Founded in 2002, NET Xperts LLC has the expertise to design, implement, and manage IT systems that meet the needs of businesses in Western PA. Whether in need of Cybersecurity, Managed Services, or Cloud Services, we are experienced, Certified Professionals that can help develop technology business plans to meet any strategic business goal. We value our commitment to our strong relationships with clients and employees.

Please Note: This position will manage others in a technical environment.

You must be familiar with IT (Information Technology) Terminology and Applications, to be considered for the role.

We use Manager (IT Division) as a posting title but we refer to it as a Managed Services Department Manager.

Do you want to work for one of the world's premier managed services providers headquartered in Pittsburgh, Pennsylvania?

In July 2023, NET Xperts LLC was ranked #2 in Pennsylvania, #7 in the Mid-Atlantic region, and #40 globally. This achievement marks the 11th consecutive year that NET Xperts LLC has been named to the list by the prestigious Channel Futures MSP 501 rankings.

Why Join Our Team?

NET Xperts LLC is seeking a Managed Service Department Manager who is responsible for oversight of the Managed Service Department who services clients' network technology needs via our proprietary software and phone. By joining our team, you will be part of an organization that fights the war against cybercrime.

What's In It For You?

• Ensure proper scheduling of engineers and resources to provide superior support and services to clients
• Ensure daily schedule and manual processes are completed on time and with a high degree of accuracy
• Ensure proper escalation and response to customer issues
• Escalate issues and follow up when needed
• Mentor team members on processes and ensure quality oversight and consistency
• Provide coaching and mentoring of staff on practices, procedures, and job duties
• Develop and maintain cross-team relationships ensuring that the technology business engineers provide the necessary services to our customers
• Oversee client installations of proprietary MSP software
• Work with the Software Administrator to manage and maintain client MSP software and notifications, thresholds, services, and templates
• Work with the Software Administrator in updating and maintaining Software patches and upgrades
• Software Reporting
• Develop procedural steps for failed items
• Work with the Software Administrator  to run audit scans on client networks to ensure health status and provide reports
• Work with Management to develop a training structure for new employees
• You will be required to monitor the staff ensuring no calls are unanswered after hours

• All other duties assigned

   

Education, Experience, and Skills

• High school diploma, or general equivalency degree, and five years of related experience is required. An equivalent combination of education and experience will be considered.
• Previous supervisory/management experience is required.
• Familiarity with IT terminology and applications is required.
• Previous experience managing a helpdesk or supervising technical support roles is highly regarded.

General knowledge of the following Microsoft Products are preferred:

• Microsoft Windows Server - All Versions
• Microsoft Azure and Office 365
• Microsoft Windows versions, Windows 10 and 11
• General firewall, switch, and WAN knowledge
• Dell and HP Servers, and workstations
• Technical knowledge of MSP and Microsoft Solutions

Competencies:

• Flexibility, openness, and desire to learn
• Strong leadership and team qualities with the ability to work well within a small group opening sharing and communicating across departments
• Ability to hold others accountable in a fair and transparent man er
• Logical thinking process and troubleshooting skills
• Superior communication skills both verbal and written
• Strong customer service focus
• Analytical skills with a dedicated eye to detail, thoroughness, and follow-up
• Ability to quickly grasp new concepts and learn to apply them to diverse situations
• Technical enthusiasm
• Strong work ethic with a desire to put forth the best solution possible
• Ability to take direction, listen closely, and work independently based on giving directions and guidelines
• Conflict management skills
• Extremely strong planning and organization skills

The ideal candidate for the Managed Service Department Manager position will have the above technical skills and experience; excellent verbal and written communication skills; the ability to work independently and in a fast-paced environment; the ability to anticipate work needs and interact professionally with customers; excellent organizational skills, problem-solving ability, and attention to detail; the ability to multi-task, prioritize and manage time effectively; strong work ethic and professional etiquette.

Miscellaneous:

• Work week, Monday -- Friday 8:00 am to 5:00 pm (Overtime/weekends as needed).
• Must have a current and valid driver's license.

• Must have proof of insurance.

   

Benefits

• Pay - $55,000.00 - $65,000.00 per year
• Healthcare Benefits (Medical, Dental, Vision)
• Life AD&D
• Paid Time Off (to include Maternity, Paternity, Pawternity & Charity Days available)
• IRA Match
• Training and certification benefit policy for reimbursement
• FREE Parking
• Jean Days
• Pizza Lunches
• Healthy Snack Program
• Team Building Activities

• Quarterly Corporate Outings

   

Classification

• This is a Salary-Exempt position

NET Xperts LLC is an organization that hires creative people who are committed to high performance. Do you want to join our team of professionals?