Service Operations Manager
1 week ago
Job Title: Service Operations Manager
Location: Miramar, FL (3 days onsite, 2 days remote)
Estimated Salary: $60,000 - $80,000 per year
Company Overview:
System Soft Technologies is a leading provider of managed services, and we are seeking an experienced Service Operations Manager to join our team. As a key member of our operations team, you will be responsible for managing administrative functions, coordinating daily activities, and overseeing projects and service agreements.
Key Responsibilities:
- Manage general administrative duties, including email management, scheduling meetings, and handling calls.
- Coordinate and monitor daily activities of Service Operations, including ongoing business agreements, projects, and Time and Material (T&M) agreements.
- Oversee the installation of product orders, warranty requests, subcontractor onboarding, and creation of purchase orders for customer projects.
- Review and approve subcontractor timesheets and upload documents for billing and accounts payable processing.
- Set up and review new agreements in the Customer Relationship Management (CRM) system.
- Act as the primary point of contact for incoming service requests, ensuring proper logging, prioritization, and assignment to technical teams.
- Track and monitor incidents, providing clients with timely updates and coordinating resolution efforts.
- Facilitate client requests for service changes, assessing risks and ensuring proper approval and implementation.
- Maintain accurate service delivery documentation, including incident reports, change requests, and service records.
- Communicate with third-party vendors, ensuring adherence to agreed timelines and service standards.
- Manage escalations from clients and internal teams to maintain service quality and resolve issues efficiently.
- Support financial close processes by reviewing and validating financial reports and billing schedules.
Required Skills and Qualifications:
- Bachelor's degree in business administration or a related field, or equivalent work experience.
- Minimum of 3 years of experience in an MSP organization.
- Proven experience in administrative roles and project coordination.
- Experience working in a Managed Service Provider (MSP) environment.
- Strong organizational, problem-solving, and multitasking skills.
- Excellent verbal and written communication skills, with strong interpersonal abilities.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint) and financial reporting tools.
- Familiarity with ConnectWise or similar CRM systems is a plus.
- Experience working with remote or distributed teams is preferred.
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