What are the responsibilities and job description for the Operations Manager position at Sterling Technology Solutions?
Introduction
Sterling Technology Solutions was established in 2003 to manage IT for small to medium‐sized businesses in North and South Carolina, primarily in the Charlotte area. We are considered a Technology Services Provider or TSP. We are looking to fill a full-time position of Service Manager. This position will consist of both service and project management responsibilities.
Responsibilities
- Direct supervisor of Project and Service Engineers
- Managing time/Scheduling load between service desk engineers
- Manage Service Desk based on KPIs
- Maintain efficiency of service department based on BrightGauge
- Review & close completed service tickets/projects
- Promote training and certification goals with each engineer, meet objectives for taking/passing exams
- Project deliver, project coordination and communication with customers regarding deliverables/timelines
- Pre-sales engineering, technical review of project requirements, develop equipment list, labor estimate and turn over to Sales for final proposal prep, occasional meetings with clients to discuss requirements
- Build out project work plan, schedule project tickets to project engineers, as well as oversee process to be sure timeline is on track
- Complete post-project reviews with team members
- Hold project transition meetings with team members
- Comprehensive communication to upper management regarding ongoing service/project and necessary client or employee information
- Proactive and reactive communication with clients when appropriate
- Oversee daily engineer meetings to discuss key service/project tickets
- Stay abreast of MSP industry trends and tools on the market that may improve service delivery or profitability.
- Quarterly employee reviews based on KPIs and road mapping growth for each employee
- Promote business growth by achieving framework goals
Technical Skills
- Microsoft SharePoint
- ConnectWise
- Microsoft Teams
- Microsoft Outlook
- Microsoft Windows 2008, 2012, 2016, 2019 Server administration
- AD, DNS, DHCP, Firewall, Hyper-V, and RDS
- Microsoft Windows 10 desktop support
- Microsoft Exchange Server 2010 – 2016 administration
- Cloud-based administration of Office 365
- VMware 5.5 administration
- Industry server and workstation hardware support
- Administration of Backup Technologies with DATTO, StorageCraft, VEEAM, and Acronis
- Network backbone support and administration of devices including Cisco, Netgear, switches, routers, and SonicWall firewalls
Skills and Qualifications
To perform your various duties, a Service/Project Manager must exhibit many varied skills and qualifications. Communication, Leadership, and attention to detail are paramount in this role. A few of the specific skills that all Project Managers should include:
- Positive attitude
- Valid driver’s license
- Ability to prioritize by addressing the best way to handle specific needs and assigning resources
- Great communication skill for regular communication with clients, engineers, 3rdparty vendors, and management
- Strong leadership/management skills
- High degree of confidentiality
- Punctual
- Organized
Benefits
- Health, Dental, Vision Insurance -Paid in full by the company
- Life Insurance -Paid in full by the company
- PTO -3 Weeks
Job Type: Full-time
Pay: $80,000.00 - $95,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Charlotte, NC 28212: Reliably commute or planning to relocate before starting work (Required)
Education:
- Bachelor's (Preferred)
Work Location: One location