Operations Manager
2 weeks ago
USM Technology is a leading Managed IT Services Provider (MSP) offering comprehensive technology solutions to businesses across various industries. We are committed to empowering our clients with top-tier IT support and services to achieve their business goals. To support our rapid growth, we are seeking an experienced and highly motivated Operations Manager to join our team.
Job Summary:
The Operations Manager will play a critical role in overseeing and driving the day-to-day operations of our Managed IT Services division. This includes coordinating staff training, ensuring employee accountability and efficiency, and verifying that multiple staff members are trained across all core duties. The Operations Manager will also confirm that recurring tasks are completed, manage employee performance, and maintain the highest level of client satisfaction.
Key Responsibilities:
- Oversee daily operations and manage the MSP team to ensure smooth service delivery and adherence to company policies and procedures.
- Develop and maintain a Responsibility Matrix to ensure multiple staff members are trained across all core duties and identify areas for cross-training.
- Coordinate staff training and development initiatives to enhance technical skills and knowledge, ensuring the team stays current with industry standards and best practices.
- Establish and track key performance metrics, monitor employee performance, and provide constructive feedback to help staff achieve their goals.
- Ensure timely completion of recurring tasks by staff members and maintain high service quality for our clients.
- Collaborate with team members to address client concerns and identify opportunities for improvement or expansion of services.
- Manage employee discipline and termination processes in accordance with company policies and applicable laws.
- Stay current with industry trends and emerging technologies to ensure our services and solutions remain competitive and relevant.
- Contribute to the overall growth and success of the company by participating in strategic planning and decision-making processes.
Qualifications:
- Bachelor's Degree in Information Technology, Business Administration, or a related field or equivalent experience.
- Minimum of 5 years of experience in an IT management role, preferably in a Managed Services Provider or IT consulting environment.
- Demonstrated experience in managing and mentoring technical staff, with a strong focus on employee development and accountability.
- Excellent understanding of IT service management methodologies, tools, and best practices.
- In-depth knowledge of various IT systems, security protocols, and software applications.
- Strong interpersonal and communication skills, with the ability to effectively collaborate with team members and clients.
- Exceptional problem-solving skills and the ability to make quick, informed decisions in a fast-paced environment.
- Detail-oriented with a focus on quality and continuous improvement.
- Relevant industry certifications (e.g., ITIL, PMP, Microsoft, Cisco) are a plus
Travel: 25% - Mainly local with some regional travel
Candidate’s Aspiration Profile
We are looking for a meticulous, hardworking, detail-oriented person who demands high-quality workmanship from themselves and others. The successful candidate can 'see the big picture' and make long-range plans while ensuring excellence in executing daily tasks assigned to themselves and others. The candidate can also rigorously manage and enforce project timelines, identify problem areas, and apply resources to resolve issues so that the overall project is not delayed. The candidate seeks opportunities to immerse themselves in 'big ideas' and find ways to deliver simple and elegant solutions to our clients' complex challenges.
The successful candidate will aspire to grow in Project Management, Leadership and Management Skills, and Multi-Dimensional Problem-Solving.
Technology Used Daily
- Microsoft 365 Suite, Azure Active Directory, Microsoft Teams, Kaseya VSA, and Kaseya AutoTask, and an extensive suite of cybersecurity tools.
Your Colleagues
In this role, you will work with a tight-knit team of professionals focused on creating an exceptional customer service experience for our U.S.-based clients. Our team has fun solving customer issues, sharing their knowledge, and encouraging each other to deepen their technical knowledge. The 'right fit' candidate is a lifelong learner who genuinely enjoys helping people. They will find our company an exciting place to grow and a wonderful place to call home.
USM's Values
We live our values every day. We hire and reward our staff based on our core values. They are an integral part of our company's DNA.
True Grit
Our team is dedicated to following through on ALL our commitments, particularly when an issue becomes complex or challenging.
Embrace Change
As business and technology rapidly evolve, our team adapts, and we welcome the opportunity to assist our clients in leveraging these changes to improve and grow.
Active Empathy
In the event of a technical issue, our team is committed to understanding its impact on our clients and quickly taking the necessary action to resolve it.
Repeatable Quality
We recognize that consistently delivering quality IT services and support is the key to a productive IT network.
Technology is Transformative
We are committed to the idea that technology has the potential to improve business growth and efficiency radically, and we take great pride in helping our clients maximize their technology investments.Company DescriptionUSM TECHNOLOGY provides complete IT Support/Managed Services, Cloud Solutions, Cybersecurity, and Integrated Technology services for small to medium-sized businesses across Texas. \r
\r
Your Colleagues\r
In this role, you will work with a tight-knit team of professionals focused on creating an exceptional customer service experience for our U.S.-based clients. Our team has fun solving customer issues, sharing their knowledge, and encouraging each other to deepen their technical knowledge. The 'right fit' candidate is a lifelong learner who genuinely enjoys helping people. They will find our company an exciting place to grow and a wonderful place to call home.\r
\r
\r
USM's Values \r
We live our values every day. We hire and reward our staff based on our core values. They are an integral part of our company's DNA. \r
\r
True Grit\r
Our team is dedicated to following through on ALL our commitments, particularly when an issue becomes complex or challenging.\r
\r
Embrace Change\r
As business and technology rapidly evolve, our team adapts, and we welcome the opportunity to assist our clients in leveraging these changes to improve and grow.\r
\r
Active Empathy\r
In the event of a technical issue, our team is committed to understanding its impact on our clients and quickly taking the necessary action to resolve it.\r
\r
Repeatable Quality\r
We recognize that consistently delivering quality IT services and support is the key to a productive IT network.\r
\r
Technology is Transformative\r
We are committed to the idea that technology has the potential to improve business growth and efficiency radically, and we take great pride in helping our clients maximize their technology investments.
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