Job Summary
The Operations Manager manages the Service Desk in maintaining clear communication through the incident life cycle with a strong focus on understanding and reporting Customer Impact. Provides leadership to the Support team, responsible for incident triage. Collaborates with Support teams, Project Management teams as well as Vendor supported services in the implementation of initiative. Establishes and maintains regular communications with executives, department heads, and end users regarding pertinent IT activities. Proactively evaluates IT Operational Key Performance Indicators to assist in managing performance goals. Works with the Project Manager to develop long-term strategies to enhance the delivery of IT services across the organization.
Job Duties:
· Manages the IT Service operations.
· Manages the incident, service request, and problem management processes.
· Coordinates periodic brainstorming sessions to identify fixes or workarounds for recurring issues and problems.
· Acts as the key escalation point of contact for major incidents.
· Analyzes call reports identifying root cause for improvement and supervise the creation of various reports pertaining to process and productivity.
· Acts as Tier 3 support for Service and infrastructure issues.
· Develops and enhances team processes to increase productivity and client satisfaction.
· Ensures that quality is used as a tool to improve customer satisfaction and enhance service delivery.
· Identifies the business requirements and coordinates in implementing processes in line with guidelines.
· Formulates, monitors and manages Service Level Agreements (SLAs) for IT services.
· Performs other duties as assigned by an appropriate administrator or their representative.
· Support and assist the client in every step of the onboarding process.
· Support for provide knowledge and access to resources.
· Listen, Analyze, and address suggestions from customers.
· Resolve possible situations effectively within the teams.
· Provide solutions to problems or requests in a positive way.
· Other tasks assigned according to operational needs.
Requirements
· Bachelor's degree in engineering.
· 5 years of experience in Information technology required.
· Experience with leading or supervising a multi-layered Service team required.
· Proficiency in creating presentations, training documents, reports, and analytical graphs.
Proficiency in MS Outlook, Excel, and Word.
Ability to work independently.
Fully bilingual (Spanish and English) with excellent verbal and written communication skills.
Good problem-solving skills.
· Prior management experience a plus.
Skills and Knowledge
· Project management skills
· Customer service and team-work oriented
· Leadership
· Critical thinking and problem-solving skills
· Attention to detail.
· Skills in persuasion
· Strong communication, presentation, and public speaking skills
· Organizational, planning, and documentation skills
· Ability to work on multiple projects in various stages simultaneously.
· Experience using CRM platforms.
Job Type: Full-time
Pay: From $50,000.00 per year
Benefits:
Paid time off
Schedule:
8 hour shift
Monday to Friday
Work Location: In person