Title: Service Operations Manager
Reports to: Global Head of Service
Atlas Technica's mission is to shoulder IT management, user support, and cybersecurity for our clients who are hedge funds and other investment firms. Founded in 2016, we have grown 100% year over year since inception through our uncompromising focus on service.
We value ownership, execution, growth, intelligence, and camaraderie. We are looking for people who can thrive in and contribute to this environment while putting the customer first.
The role of the Service Operations Manager is to oversee the operations of the Service delivery organization and act as a Chief of Staff to the Global Head of Service.
We expect that in this role you will have the following responsibilities:
- Support the Global Head of Service in driving departmental initiatives
- Help create, measure, and oversee compliance with Service Department KPI
- Build reports and scorecards to track various metrics for the Service Team
- Analyze ticket trends and build a data model to help make better business decisions
- Draft, review, edit, compare and publish documentation
- Perform data entry, analysis, and reconciliation of confidential information of various types
- Coordinate and track special short-term projects, including managing project scope and resource workload to ensure expectations are set and reached consistently.
- Create and send meeting agendas, reference materials, and recaps
- Identify, track and follow up on action items for meetings, projects, and recurring tasks within support where applicable
- Assist with prioritization by identifying tasks that can be simplified, consolidated, pushed back, or removed
You will gain:
- Experience working in a rapidly growing environment.
- Leadership experience and organizational impact.
- Great compensation that is reviewed annually and a bonus that is commensurate with the degree of goal fulfillment/over fulfillment.
We expect that to be successful in this role you will need:
- Excellent written and verbal communication skills, social skills, and an ability to develop a first interaction experience that drives candidate interest
- Solid responsibility, follow-through, and follow-up
- Ability to create and execute candidate sourcing plans and workflows
- Ability to create an executive summary report
- Ability to manage projects to the deadline and within the budget
- Familiarity with laws, regulations, and best practices applicable to the MSP industry
- Experience with the Microsoft suite of office productivity products, experience with PowerBI is desirable
- Ability to synthesize data from different data sources to provide meaningful trend analysis and create summary reports
- Ability to derive patterns from experience and to suggest recommendations to improve outcomes
- A college degree or equivalent work experience is required to operate in a professional business setting
- Experience working at an MSP (managed services provider)
The following qualifications will make you stand out as a candidate:
- Experience with the financial services industry
- Advanced Excel and PowerBI skills