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Area Operations Manager

2 months ago

McKinney, Texas, United States General Informatics Full time
Job Overview

General Informatics is in search of a seasoned and motivated Regional Manager of Service to lead and oversee service operations across various locations within a specified area. This role is crucial in guaranteeing outstanding service quality, high customer satisfaction, and effective team management. The ideal candidate will be tasked with guiding a team of service professionals, directly engaging with clients, and addressing any challenges that may arise. This position demands a strategic mindset coupled with robust leadership abilities, a comprehensive understanding of IT services, and a commitment to fostering both team and customer success. This role operates onsite in our office.

Key Responsibilities:

Service Operations Oversight:

  • Manage daily service operations within the designated area, ensuring that all services are executed efficiently and adhere to company standards.
  • Track performance metrics to assess service quality, implementing enhancements as necessary to boost customer satisfaction.
  • Collaborate with service teams to guarantee consistent and effective delivery of managed IT services, cybersecurity solutions, and cloud offerings.

Client Engagement and Problem Resolution:

  • Serve as the primary liaison for major clients in the region, nurturing strong relationships and ensuring their requirements are fulfilled.
  • Proactively interact with customers to comprehend their challenges and needs, providing customized solutions that align with their business goals.
  • Lead the resolution of client issues, coordinating with internal teams to troubleshoot and resolve problems swiftly. Ensure all client concerns are addressed satisfactorily, maintaining a high standard of customer service.
  • Conduct regular follow-ups with clients post-service delivery to ensure ongoing satisfaction and identify areas for improvement.

Team Leadership and Development:

  • Recruitment and Onboarding: Spearhead the hiring process for service team members in the region, ensuring the team comprises skilled and motivated professionals. Oversee the onboarding process to effectively integrate new hires into the team.
  • Mentorship and Coaching: Provide continuous mentorship, coaching, and feedback to service managers, technicians, and support staff, promoting professional growth and development. Encourage a culture of ongoing learning and improvement.
  • Performance Management: Establish clear performance expectations and objectives for the team, conducting regular performance evaluations to assess individual and team progress. Address performance issues promptly and constructively, ensuring the team consistently meets or exceeds company standards.
  • Team Collaboration: Foster collaboration within the team, encouraging open communication and knowledge sharing. Lead regular team meetings to discuss challenges, share best practices, and align on objectives.
  • Motivation and Retention: Implement strategies to inspire the team, recognizing and rewarding exceptional performance. Focus on employee retention by cultivating a positive and supportive work environment, offering opportunities for career advancement and professional development.

Strategic Planning and Execution:

  • Formulate and execute regional service strategies that align with General Informatics' overarching business objectives.
  • Identify growth opportunities within the region and collaborate with senior management to expand service operations.
  • Manage regional budgets, ensuring that service operations are cost-effective and meet financial targets.

Compliance and Reporting:

  • Ensure that all service operations adhere to relevant industry regulations and standards.
  • Prepare and present regular reports on regional service performance to senior management.
  • Stay informed on industry trends and best practices to maintain a competitive advantage in service delivery.

Qualifications:

  • Bachelor's degree in Information Technology, Business Management, or a related field; a Master's degree is advantageous.
  • A minimum of 5 years of experience in a managerial capacity within the IT services sector.
  • Demonstrated success in managing service operations, leading teams, and resolving client issues across multiple locations.
  • Strong comprehension of managed IT services, cybersecurity, cloud solutions, and IT infrastructure.
  • Exceptional leadership, communication, and interpersonal skills.

Additional Notes:
Education, certifications, or experience are preferred but not mandatory for consideration.

Travel:
This position may require occasional travel and some overnight trips.

The compensation range for this role is anticipated to be between $85,000 and $175,000/year; however, the base salary offered may vary based on several individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, Paid Time Off, and parental leave. Further details regarding participation in these benefit plans will be provided if an employment offer is extended.

General Informatics is an Equal Opportunity Employer/Disabled/Veterans