Service Operations Lead

1 month ago

Miramar, United States United Data Technologies Full time

UDT is a technology enabler that helps clients in major industries evaluate, architect, provide, secure, and manage technology on the go, in the rack and in the cloud. UDT provides technical, professional, cyber security and managed services.

This is a full-time hybrid contract to hire position, located in Miramar, FL

Service Operations Lead

The Service Operations Lead's primary responsibilities include performing general administrative functions, coordinating, and monitoring day-to-day activities for Service Operations, and overseeing various projects and service agreements. This role involves collaboration with internal teams and clients, acting as a liaison between finance and other departments such as sales, IT, customer service, technical teams, vendors, and clients to ensure operations run efficiently.

Responsibilities:

  • Perform general administrative functions, including emails, ad hoc meetings, and telephone calls.
  • Coordinate, monitor, and provide oversight over the day-to-day activities of Service Operations ongoing business agreements, projects, and Time and Material(T&M) agreements.
  • Coordinate installation of product orders, warranty work requests, subcontractor onboarding, and purchase orders for customer projects.
  • Review and approve timesheets for subcontractors and upload documents to facilitate billing and accounts payable.
  • Review and set up new agreements in CRM (Customer Relationship Management System).
  • Function as the primary point of contact for incoming service requests, ensuring they are logged, prioritized, and assigned to the appropriate technical team for resolution.
  • Monitor and track incidents, ensure timely updates are provided to clients, and coordinate efforts for quick resolution.
  • Facilitate and coordinate client requests for changes in the service, ensuring that risks are assessed, and changes are approved and implemented according to process.
  • Ensure all service delivery documentation is accurate and up to date, including service records, incident reports, and change requests.
  • Communicate with third-party vendors involved in service delivery, ensuring they adhere to agreed timelines and service standards.
  • Manage escalations from clients or internal teams, ensuring timely and appropriate resolution to maintain service quality.
  • Support the financial close process and participate in reviewing and validating preliminary financial reports and billing schedules.
Qualifications:
  • Experience working with a Managed Services Provider (MSP).
  • Proven experience in administrative functions and project coordination.
  • Strong organizational, problem-solving, and multitasking skills.
  • Experience working with remote and distributed teams.
  • Ability to work in a demanding environment.
  • Excellent communication (verbal and written) and people skills.
  • Proficiency in using accounting workbooks, financial reporting tools and MS Office (Word, Excel, Power Point).
  • Experience with ConnectWise or similar CRM systems is a plus.
Educational Requirements:
  • Bachelor's degree in business administration or a related field, or equivalent experience.
  • Minimum of 3 years of experience in a Managed Service Provider organization.

Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status

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