Service Operations Manager

Service Operations Manager

Centre Technologies is a multi-million-dollar leading Managed Services Provider, Cloud Delivery, and Cyber Security Company that provides secure by default solutions for our customers in the Houston, Austin, San Antonio, Dallas, and surrounding areas. We employ IT experts who are able to identify, assess, design, deploy, and support any IT solution from the classic to the cutting-edge.

Centre Technologies is based in Texas and stands apart from its competitors with its methodologies, employees, and approach to IT solutions. The embodiment of this is our C-Stack™ methodology for creating a technology blueprint tailored to our customers that's fully optimized for speed, security, efficiency, scalability, and manageability. We deliver IT solutions that look at a company's big picture – not just provide product fulfillment. We tailor our Enterprise Consulting solutions to meet unique needs.

We are excited to announce we are expanding and looking to grow our team with a new Service Operations Manager!

The Manager of Service Operations leads and oversees Centre Technologies' Shared Services functions, including First Contact, Build Room, Field Services, and After-Hours teams. This role is responsible for driving team performance, managing escalations, and ensuring consistent, high-quality service delivery across all shared services operations. The Manager establishes and maintains policies, procedures, KPIs, and reporting to support operational efficiency and continuous improvement. This position partners cross-functionally with internal leaders and client stakeholders to ensure alignment, collaboration, and an exceptional customer experience.

Essential Duties and Responsibilities

• Management of the services operations team: First Contact, Build Room, Field Services, and After-Hours team
• Customer Escalation Management. Working with client POCs and internal leadership to address any escalation issues across Shared Service teams.
• Managing policies and procedures for Shared Services.
• Oversight of tickets on Shared Services boards.
• Managing KPI's for Shared Services team. Report KPIs, updates, progress of shared services teams to leadership.
• Managing tools and automation for shared services related items.
• Oversee the customer new employee user forms process and strategy
• Ensure First Contact Team is staffed and trained appropriately to handle inbound call load.
• Responsible for collaboration with After Hours SDM to ensure training topics and escalations are handled.
• Meet with After Hours team once per month at minimum to address training topics and ensure consistency
• Inventory Management of Centre and client hardware across multiple Build Rooms in different territories.
• Partner with other leaders in the organization to ensure Shared Services collaboration and alignment with other teams
• Continual training and buildout of Immybot to assist with computer deployments.

Education/Experience/Certifications

• Bachelor's degree in Information Technology, Business, or a related field (or equivalent work experience)
• 5+ years of experience in managed services, shared services, or IT support operations
• 2–4+ years of leadership experience managing teams, including mentoring and performance management
• Deep knowledge of Connectwise Manage, including workflows, agreements, time and billing relationships etc.
• Knowledge of other AI/automation tools such as Rewst and Zofiq, and a desire to find ways to continue to increase efficiency and offload manual tasks.
• Intune & Autopilot knowledge

Work Environment and Physical Demands

• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
• Occasional lifting (up to 10 pounds and occasionally lift and/or move up to 50 pounds) may be required.
• Reasonable accommodations can be made to enable individuals with disabilities/injuries to perform the essential functions of this role.
• The noise level in the work environment is moderate.
• Frequent local travel is required.