IT Operations Manager

Overview
The Operations Manager is responsible for overseeing and coordinating the tasks and duties of the operations team. This role includes providing advanced technical guidance to the team. A key aspect of their responsibilities is ensuring that clients receive service and support according to agreed standards.

Additionally, the Operations Manager must be an expert in ACES Line of Business application, managing processes and changes to the service platforms within the program. They also need to be highly knowledgeable about Sea-Level processes, KPIs, and documentation. The entire service delivery system is built on parameters established by Sea-Level, so the Operations Manager must be intimately familiar with all related documentation and processes. They will oversee changes, ensuring that any modifications are well-justified and clearly articulated.

The Operations Manager’s success is measured by the smooth operation of the service desk, the team’s efficiency in resolving technical issues, and consistent client satisfaction. This success leads to strong client relationships and high client retention rates.

Responsibilities:

Client Communication and Issue Resolution:
· Function as the client’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
· Communicate with all parties in a constructive manner to guarantee client expectations are met.
· Maintain awareness of all outstanding client pre- and post-delivery issues and provide status to clients as necessary.
· Perform client follow-up to verify final resolution and determine satisfaction level.
· Interface with appropriate technical personnel for client problems that cannot be resolved effectively.
· Continually seek opportunities to increase client satisfaction and deepen client relationships.
· Communicate escalated issues to clients: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.

Knowledge Development and Management:
· Maintain specific knowledge of the client and how our service relates to their business strategy and goals.
· Develop in-depth knowledge of the service catalog and how it relates to client’s needs.
· Review relevant publications and online materials to remain up-to-date trends emerging in the industry.

Team Management and Development:
· Actively participate in the hiring process, including interviewing candidates, evaluating their qualifications, and collaborating with the HR team to make final hiring decisions.
· Understand overall service desk objectives, as well as the role and function of each team member.
· Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
· Conduct performance evaluations and mentor those with less experience.
· Develop training programs to develop and refine the skills of the service desk team.
· Facilitate weekly operations team meetings, both group and individual. Assist daily with service board reviews.

Service and Project Management:
· Be fully trained and highly functional in the dispatching processes, ensuring comprehensive knowledge beyond basic operations.
· Oversee the dispatch process for service requests to ensure optimal resource utilization and provide backup support for dispatch operations as needed.
· Serve as the backup for dispatching, stepping in during their absence to maintain continuity in operations, especially during personnel changes within the Admin team.
· Train new staff in dispatching processes if the position becomes vacant.
· Conduct weekly meetings with the project team members to review project status and new quotes. Address any questions about scheduling and collaborate with the sales team to resolve any outstanding issues.
· Attend pre- and post-project meetings to ensure smooth project execution and follow-up.
· Continuously enhance project templates in the Line of Business application by streamlining processes, updating documents, and adding or removing steps as necessary.
· Accountable for overseeing inventory check-in processes and ensuring the timely scheduling of projects.
· Ensure that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.

Process and System Management:
· Provide assistance in design and development tasks for the service desk team, while also designing and maintaining their process documentation.
· Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices.
· Efficiently and effectively manage the process of implementing change, while proactively identifying areas for improvement and offering constructive suggestions.
· Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
· Document internal processes and procedures related to duties and responsibilities including but not limited to; ACES Best Practices, Sea-Level, Hudu, Recon, etc. Review processes and procedures regularly with COO/CTO for accuracy and relevance.
· Oversee and maintain current systems, ensuring their effective operation. Identify, document, and report any issues with the platform to the COO for review.
· Act as the main point of contact for the Sales team, collaborating with the COO/CTO as needed. Responsibilities include handling inquiries, providing technical support, and scheduling meetings to support sales activities.
· Collaborate with the COO and CTO in the implementation of new products, including training, documentation, and project creation.

Reporting and Administration:
· Responsible for entering time and expenses in ACES core business application as they occur.
· Review and approve the service desk team’s time and expense sheets in ACES core business application.
· Provide accurate reports and metrics to company management on the status and budget of on-going projects, as well as data for KPI’s that is requested.
· Collaborate with the COO during the budgeting process and ensure adherence to the established budget. Coordinate with the finance team to determine optimal purchasing times and manage expenditures effectively.
· Escalate service desk issues to the COO as required.

Experience

• Proven experience in an operations management role or similar capacity.
• Strong background in project management and strategic planning.
• Demonstrated leadership skills with the ability to motivate and develop teams.
• Experience in sales management or business development is a plus.
• Familiarity with process improvement methodologies (e.g., Lean, Six Sigma) is desirable.
• Excellent communication skills, both verbal and written, with the ability to engage stakeholders at all levels.

Join us as we strive for excellence in our operations while promoting an environment of growth and innovation. Your expertise will be pivotal in steering our organization towards achieving its goals.

Job Type: Full-time

Pay: $75,000.00 - $79,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Compensation Package:

• Yearly pay

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Leadership: 3 years (Preferred)

Ability to Commute:

• Cedar Falls, IA 50613 (Required)

Ability to Relocate:

• Cedar Falls, IA 50613: Relocate before starting work (Required)

Work Location: In person

Salary : $75,000 - $79,000