Job Description
Summary: The Operations Manager will be responsible for overseeing the day-to-day operations of the Service Desk, ensuring efficient and effective resolution of IT support requests, and maintaining high levels of customer satisfaction. This role requires a strategic thinker with excellent leadership skills, a strong technical background, and the ability to manage and improve IT service processes.
Essential Functions
Leadership and Management
Lead, mentor, and develop a team of Team Managers and Service Desk Analysts, both remote and on-site.
Conduct regular 1:1s, set performance objectives, and provide feedback to team members.
Address employee concerns through performance management process.
Foster a positive and collaborative work environment.
Service Desk Operations
Oversee the daily operations of the designated service desk teams, ensuring timely and efficient resolution of IT support requests.
Responsible for achieving or exceeding monthly account service level agreements (SLAs), addressing those who are not meeting expectations.
Manage the service desk ticketing system, ensuring tickets are properly logged, categorized, and prioritized.
Monitor service desk performance metrics and implement improvements to enhance service quality and efficiency.
Generate and analyze service desk performance reports and metrics
Provide regular updates to senior management on service desk performance and areas for improvement.
Customer Relationship Management
Work with Service Delivery Manager (SDM) to manage customer relationships and operations.
Drive quality in partnership with the Quality Assurance (QA) team to ensure we exceed client expectations.
Communicate and escalate issues appropriately to the team and senior management.
Process Improvement
Analyze service desk processes and workflows to identify areas of improvement.
Develop and implement best practices and standard operating procedures (SOPs).
Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the service desk.
Technical Expertise
Stay up to date with the latest IT technologies and trends.
Provide technical guidance and support to service desk team members.
Ensure the service desk team is equipped with the necessary tools and knowledge to resolve IT issues effectively.
Other duties as assigned.
Required Education, Knowledge, And Experience
Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. A relevant combination of education and experience may be considered.
Minimum of 5 years of experience in IT service desk or IT support roles, with at least 2 years in a supervisory or management position.
Experience with service desk ticketing systems and ITIL framework.
Proven experience in managing and leading a team in a fast-paced environment.
Demonstrated experience managing customer relationships and operations.
Information systems managerial experience; with specific experience in Service Desk and (ideally) Desktop Support processes.
Good understanding of managing and monitoring Service Level Agreements with customers and suppliers.
ITIL certification preferred
Abilities & Skills
Good verbal and written communications skills with the ability to communicate effectively at all levels.
High level presentation skills with the ability to present to internal and external audiences of all levels.
Demonstrated highly developed interpersonal relations skills.
Demonstrated ability to prioritize multiple tasks and timelines and to meet deadlines.
Excellent customer service, problem solving and conflict resolution skills.
Exceptional analytical and process development skills.
Ability to motivate others to perform above normal expectations.
Ability to manage multiple issues at one time with exceptional follow through.
Conditions Of Employment
Must pass pre-employment, post-offer background check and drug screen.
