Head of Operations (Remote)

Onsite Operations Manager

The Apex Field Operations Manager will support the successful execution of managed client services for a strategic customer. This role is responsible for directing all components of field service Desk Side Service Support. The incumbent will direct the coordination of technical and administrative support activities including installation, repair, preventative maintenance, and engineering change upgrades. Maintains communication with solution management and specialists in resolving technical problems and/or bringing problems to the design department's attention. The Operations Manager will oversee a field support team with specific field delivery scope.

Review the work forecasts and determine productivity requirements to produce during the day to meet the overall building objectives.

• Prioritize assigned day-to-day project support requirements to meet established Apex & Client Deliverables
• Conducts Training Sessions to maintain technical staff capabilities.
• Apex Leadership will use updates to provide Project Status to Client
• Works with the Internal & External Points of Contract to assess priorities and schedules.
• Provide performance feedback to Apex Team
• Manages escalations from Apex Team Members and Intermediates brought to Operations Manager / Lead Technician for resolution.
• Provide mentoring, training and guidance about troubleshooting and diagnosis to all other Apex Team Members.
• Provide cross training and knowledge transfer amongst team members.
• Assist in creating support procedures (SOPs documented processes).

Customer Satisfaction

• Meets regularly with both Apex & client POC for Deliverable Status & Planning
• Along with Apex Leadership performs detailed Root Cause Analysis on Dissatisfaction (DSAT) results.

Proven People Leader (Supervisory) experience with 5+ years managing field service operations / projects in the IT industry.

• Requires firsthand knowledge in service delivery, help desk support, desk side support, knowledge management, and systems integration.
• IT Hardware Deployment Project Management Experience
• Excellent Customer Relation and Service skills
• Ability to manage remote Field Technicians & create a Apex Team Environment.
• Experience & proven ability to monitor field service operational work / production results.
• Requires ability to deal with ambiguity, project management skills, ability to motivate, and develop teams and individuals.
• Ability to interact effectively with internal and external contacts (Account Management, Deployment Team, Solutions Architect, Employees, and Venders).
• Effective organizational and administrative expertise with strong mindfulness and reporting deadlines.
• Ability to manage multiple projects simultaneously, either individually or in a team setting.
• Proficient in Windows-based computer environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook.

Bachelor's degree preferred.
• We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or View phone number on click.appcast.io.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Everforth Apex uses a virtual recruiter as part of the application process. Message and data rates may apply. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or View phone number on click.appcast.io. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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