IT Operations Manager

Job Description:

The Service Operations Manager is responsible for managing the activities and responsibilities of the service desk and Sales team. As a part of this management, the Service Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.

Basic Functions:

• Manage the service desk team’s daily activities.
• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
• Manage the dispatch process of service requests to ensure full utilization of resources.
• Improve usage of Support resources and increase productivity of the team.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
• Understand overall service desk objectives, as well as the role and function of each team member.
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
• Assist the service desk team in design and development tasks.
• Contribute to the continuity of services by providing the necessary leadership.
• Design and maintain process documentation for the service desk team.
• Manage the process of implementing change efficiently and effectively.
• Participate as a member of the executive leadership team.
• Develop and oversee the service and support department
• Attend regular leadership meetings and provide reporting on the service and support department

Additional Duties and Responsibilities:

• Identify areas for improvement and make constructive suggestions for change.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
• Involvement in the design and building of new services.
• Conduct performance evaluations and mentor those with less experience.
• Develop training programs to develop and refine the skills of the service desk team.
• Conduct performance evaluations and mentor those with less experience.
• Facilitate regular service desk team meetings and service board reviews.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Review and approve the service desk team’s time and expense sheets in ConnectWise.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as activities, service tickets, or project tickets in ConnectWise.
• Review relevant publications and online materials to remain up to date with current and future trends emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform most of the essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability we are looking for.

• Knowledge and experience in cross-functional management methods and techniques.
• Knowledge of industry applications, processes, software, and equipment.
• Strong organizational, presentation, and customer service skills.
• Skill in strategic planning with an ability to think ahead and plan over a 6–12-month time span.
• Skill in planning and preparing written communications.
• Skill in leading people and getting results with a strong customer orientation.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
• Ability to multi-task and adapt to changes quickly.
• Ability to work in a team and communicate effectively
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.

Educational/Vocational/Previous Experience Recommendations:

• BA/BS, preferably in computer science, business administration or a related field is preferred but not required.
• 3-5 years of IT or related experience.
• 3 years of management experience.
• Plus, if familiar with ConnectWise Suite, QuoteWerks and Microsoft Suite of Products

Job Type: Full-time

Pay: $74,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Paid time off

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Mount Prospect, IL 60056: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT or related: 3 years (Preferred)

Work Location: One location

Salary : $74,000 - $100,000