IT Services Operations Manager

Job Description

Job Description

Job Description : IT Services Operations Manager

Department: Hardware Life cycle Services

Lo cation: South San Francisco, California

Salary: $90,000 to $110,000 per year

Company X is currently looking for a new IT Services Operations Manager. We are looking to add another super achiever to our team that can help take us to the next level of global growth. Our culture is built upon integrity, respect, candor and meritocracy.

In brief, Company X is an innovative Managed IT Enterprise Services Provider for medium to large companies with operations that span across the United States and Canada. Our Service Team handles remote support, on-site IT support and hardware life cycle service requests utilizing our proprietary SaaS support software. Additionally, we are experts at providing business process optimization and IT consulting services for our valued customers.

What ki n d of team member are we looking for?

• Someone with ENERGY – We require someone who has the mental and physical energy to balance situations that involve exceeding service SLAs, solving technical challenges, managing projects, and projecting positive energy to peers and staff.
• Someone with the ability to ENERGIZE others – First and foremost, you’ll be leading and managing the Service Team while building them up for future advancement. The Service Team’s work varies from desk side support tickets, new equipment installs, onboarding new hires, and deriving input from the front lines to drive development of innovative features for our proprietary SaaS software.
• Someone with the ability to successfully EXECUTE on a plan – With a successful 25 year track record of service excellence we require someone that can help drive the “bigger vision” for the company, optimize or develop various operational plans to ensure loyalty and trusted rapport with key customer contacts. It will be your opportunity to discuss service challenges with customers and lead them to the most optimum solution.
• Someone with an EDGE over others – One of the main focuses for our service team is to ensure we provide better business solutions utilizing IT rather than just closing tickets quickly or just “doing a job.” It is imperative we consistently and proactively identify where we can be more efficient, look to identify and address issues expeditiously and ensure the team is rewarded and learns from each experience.
• Someone with a PASSION for I.T. and Operational Excellence – Our Company is only as good as our people, operations and innovation. We are looking for someone who will focus on creative ways to keep the team motivated in addition to innovating in the technical and operational process areas.

What are the requirements for this position?

• Excellent technical knowledge – A solid understanding of computer systems, networks, and services we provide are critical to this position. Prior experience as a leader for level 2 IT support technician (or higher) is an absolute requirement for this role.
• Bachelors of Science in an accredited 4 Year college or a minimum of 5 years comprehensive experience – Preferably in IT/Systems Administration, Networking and Business Administration. Knowledge in business accounting/budgeting, operations, and/or management along with the requisite technical courses in mobile devices, desktops, servers, networking, etc. is preferred.
• 5 Years minimum experience in IT s upport leadership and technical support – Preferably you will have had prior roles with significant responsibilities in leadership, management and technical support.
• A working knowledge of OEM hardware m anufacturer ASP & VAR models – Your knowledge should include but not be limited to major hardware manufacturers such as HP, Microsoft, Dell, Apple and Samsung.
• Covid-19 – Ability to work on site and remote from home during Covid-19 pandemic.
• Limited travel – Some travel throughout the United States and Canada may be required post Covid-19 pandemic measures are lifted.