The Judge Group · 23 hours ago

Sr. IT Vendor Coordinator (1073390)

West Chester, OH

Full-time

Remote

Senior Level

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Responsibilities

Communicate and coordinate with the MSPs, fostering relationships, providing guidance, and serving as a point of escalation.

Review data analytics and performance metrics to drive service delivery optimizations.

Develop and monitor service level agreements (SLAs) and objectives with the MSPs to ensure high responsiveness and resolution.

Develop and maintain onboarding process documentation.

Manage escalations and recommend improvements to operational efficiency.

Provide guidance and establish training curricula for changes in technology support or new application/infrastructure implementations.

Coordinate with MSP and IT teams to establish and maintain a framework for additional support and services.

Serve as the liaison and escalation point for IT and business teams with the MSPs.

Manage, report, and monitor MSP service levels to maintain high-performing Service Desk and IT Operations teams.

Develop, document, and improve processes to drive operational efficiencies and enhance team knowledge, resulting in better response times and accurate resolutions.

Coordinate and communicate with senior IT leaders and MSPs to expand the role of current services.

Manage MSP Statements of Work, invoicing, and financial disputes. Collaborate with MSPs to discover and implement cost optimization and reduction efforts.

Oversee continued education and program management of MSP services. Conduct periodic reviews to identify training or educational requirements for team development.

Serve as the central point of contact for end-user escalation and support-related services, acting as a liaison between application owners, IT teams, and MSPs.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

IT functions knowledgeProject managementSupport strategies developmentStrategic planningProcess managementStandard Operating Procedures (SOPs)Strategic thinkingPeople managementResource allocationIT documentation