[Hiring] Consulting Manager @Net at Work

Role Description

The Consulting Manager - MSP leads the people, client experience, and service delivery operations of Net at Work's Managed Services practice, which provides 24x7 service and support to clients across North America.

Above all, this leader sets the standard for Net at Work's Client Champion value - ensuring the organization understands what matters to clients, anticipates needs, identifies risk early, communicates clearly, and follows through on commitments. Success requires building a high-performing team and operating model that delivers consistently without depending on heroic intervention.

The Consulting Manager oversees day-to-day delivery across Service Desk, NOC, SOC, field services, project execution, and other shared delivery functions. The role leads through team managers and subject matter experts, establishing clear accountability, operating discipline, and visibility while stepping in directly when leadership involvement is needed.

The Consulting Manager partners closely with the Practice Director, who owns commercial practice strategy and P&L. The Consulting Manager is responsible for service execution, managing the operational drivers that influence financial performance and providing timely insight to support decisions. The role also partners across Sales, Client Experience, PMO, Support and other Net at Work practices to create a connected One Net at Work experience for clients.

Qualifications

• 8+ years of progressive experience in Managed IT Services, or an MSP environment, including meaningful leadership responsibility for service delivery teams.
• Demonstrated experience leading 24x7 managed services operations, including Service Desk, NOC, SOC, or comparable functions of teams over 50 people in multiple remote locations.
• Proven record of improving client satisfaction, retention, service performance, and/or operational maturity.
• Experience building and leading teams, including hiring, coaching, performance management, succession planning, resource allocation, and capacity management.
• Strong business acumen and working knowledge of recurring-services economics, utilization, agreement performance, and delivery efficiency.
• Strong financial literacy, understanding P&L, and service revenue and team structure optimization for target contribution margins.
• Executive presence and the ability to lead high-stakes client conversations and escalations with tact, credibility, sound judgment, and clear communication.
• Strong analytical and problem-solving skills, with the ability to use operational data to identify root causes, prioritize improvements, and drive accountability; able to move comfortably between executive-level oversight and hands-on problem solving when needed.
• Ability to lead across functions and influence without relying on direct authority; strong written and verbal communication skills; willingness to travel periodically as client and business needs require.

Requirements

• Understand Managed Services economics and actively manage the operational drivers that influence financial performance, including utilization, capacity, resource mix, delivery efficiency, service quality, and agreement performance.
• Monitor agreement and service performance for trends that create client or financial risk and initiate corrective action early.
• Partner with the Practice Director on workforce planning, forecasting, resource investments, service offering improvements, and decisions that affect practice performance.
• Provide timely, accurate visibility into operating metrics, risks, and opportunities; reinforce disciplined time capture, documentation, and other practices needed to manage the business effectively.

Benefits

• Base salary range: $145,000 to $165,000.
• This position is also eligible for a bonus in accordance with the terms of the Company's plan.
• Health and Welfare (Medical, Dental, Vision)
• Accident, Critical Illness, and Hospital Indemnity
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Short- and Long-Term Disability Insurance
• Flexible Spending Accounts
• Transportation and Parking Accounts
• Health Savings Accounts (with company contribution)
• Retirement Planning (401k with matching contribution)
• Legal Benefits
• Identity Theft Protection
• Pet Insurance
• Wellness Program Offerings
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
• 8 Paid Holidays per year, including 1 floating holiday.