Technical Operations Manager

Technical Operations ManagerAs a Technical Operations Manager with KDI, you will lead the operational aspects of support and infrastructure for our clients. This includes assisting personnel, managing day to day operations driving continuous process improvements, and coordinating cross-functional technical initiatives. You will partner with leadership, systems operations, senior technical operations managers, and cross-functional teams to ensure optimal service delivery and client satisfaction.About KDInfotechKDInfotech is a leading IT services company for small and medium-size businesses. With decades of experience managing all aspects of your IT infrastructures—from workstation performance and application support to communication systems and network administration—we serve as a reliable, single-source IT partner to keep your business operating smoothly.DescriptionWe welcome applicants with solid project management experience who are seeking transition into a management track. While previous management experience is not required, ideal candidates will demonstrate a clear desire to grow into a management role, supported by strong project management fundamentals. If you enjoy mentoring others and thrive in a client-facing, dynamic environment, we encourage you to apply.ResponsibilitiesOperations and Service Management: Manage day to day operations of support team and client engagement.Oversee KDI Helpdesk technicians working at client Site including defining SLA targets, managing client satisfaction scores and leading escalation management.Collaborate with partner teams to achieve shared objectivesLead incident/outage management, including communication of outages and engagement with the systems infrastructure team, identify process improvement opportunitiesManage client change management, including communication of changes, formal policy implementation and coordination of multiple or complex changes.Continuous Improvement and Management: Track key operational metrics and identify process improvement opportunities.Drive iterative process improvements and measures by defining metrics to meet quality and delivery goals.Lead problem management through proactive problem identification, communication of recurring issues and engaging the systems infrastructure team.Systems Maintenance: Manage asset tracking standards, direct regular audits of software and hardware inventory, and handle Cert tracking and MDM.Assist with the administration and troubleshooting escalation for IT solutions.Ensure compliance with existing backup policies/procedures and/or implement backup solutions.Project & Financial Management: Manage cross-functional project and program planning and execution, including technical work on projects and customized reporting.Set, review and manage budgets and costs; and/or assist management with IT budgeting needs.Provide day-to-day coordination and quality assurance for projects and tasksProvide coaching for other team members to improve skill setsQualifications and SkillsExperience in workforce planning, estimation, and budgeting5+ years of experience in Project Management2+ years of technical experience, preferably working in an end-user support role.Knowledge of best practices involving digital securityAbility to seamlessly connect with external and internal members of the organization for process improvementsExperience in procurement and asset managementProven track record of creative problem solving, adapting to change, and the desire to build new processesFlexible with commute throughout Bay Area, from the South Bay to San Francisco