Fully Remote IT Service Ops Manager
4 weeks ago
We are a mid-sized MSP that focuses specifically on Architect, Engineering, and Design firms. (AEC, AED). Founded in 2010, we have a staff of 12 and are looking to grow in 2024.
We are looking for an IT Service Operations Manager who understands that success combines technical acumen, customer satisfaction, and paying attention to the small details that make a big difference.
You should have a general knowledge of Microsoft products: Teams, Azure, Windows, Servers, Office, etc. General technology: infrastructure voice and data networks, hypervisors, storage and messaging tech. Experience with Architect and Design products (AutoCad, Revit, etc.) is a plus. Experience with managing licensing (Microsoft, Adobe, Egnyte) is also a huge plus.
Ideally, we’d like to find someone with experience working with customer-facing
You would be responsible for overseeing and participating in the day-to-day operations of these processes and staff while ensuring customers have a conduit for issues that might require escalation.
Job duties:
Full-Time Duties:
- Service management (Front Desk/Ticketing)
- Customer satisfaction role – primary client interface at the executive level
- Occasional L2 ticket triage
Part-Time Duties:
- Oversight of client-facing staff
- Management of tickets/ticket queue
- Generating reports/analysis
- Ensure client onboarding is aligning with standards
- Simplistic Project Management
- Assistance with metrics for QBRs
Flying Buttress: With over 100 years of combined experience supporting the AEC environment, Flying Buttress was created to fill a specific market niche: supporting Architecture, Engineering, and Design firms.
Our industry-specific knowledge allows us to better align technology with client needs in an effective and efficient manner. Every FB employee has extensive experience supporting the AEC industry.
Your experience.
- Minimum of 7 years of experience in a technology organization.
- Minimum of 2 years developing and supporting information technology infrastructure in a customer-facing management role.
- Experience with Architects, Engineers or Design Firms is a plus.
- Any experience in a project management role is a plus.
- This is a fully remote position (in the United States).
- Full time W-2 position w/ paid vacation & sick leave, 401k w/ matching, Health, Dental, and Vision.
Over 100 combined years of experience supporting the AEC environment Flying Buttress was created to fill a specific market niche: supporting Architecture and Design firms. Our industry-specific knowledge allows us to better align technology with your needs, in an effective and efficient manner. Every FB employee has extensive experience supporting the AEC industry.
We just like Architecture:
Even though our technical staff could work in non-AEC verticals, we just like designers. We get the culture. We’re aware of the challenges designers face in their day-to-day environments, both from a technical perspective and from a client/deadline perspective. And we want to help.Company DescriptionAbout Flying Buttress:\r
\r
Over 100 combined years of experience supporting the AEC environment Flying Buttress was created to fill a specific market niche: supporting Architecture and Design firms. Our industry-specific knowledge allows us to better align technology with your needs, in an effective and efficient manner. Every FB employee has extensive experience supporting the AEC industry.\r
\r
We just like Architecture:\r
\r
Even though our technical staff could work in non-AEC verticals, we just like designers. We get the culture. We’re aware of the challenges designers face in their day-to-day environments, both from a technical perspective and from a client/deadline perspective. And we want to help.
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