What are the responsibilities and job description for the IT Operations Manager position at CyberTeam?
IT Operations Manager
CyberTeam (dba of Techneto Inc.) is a dynamic and growing IT firm focused on driving customer success. As a CyberTeam team member, you will leverage your customer service, management and technical experience while driving continuous value both for our clients and CyberTeam. Gain the satisfaction of knowing that you are creating an immediate and positive impact for our customers on a daily basis by joining our talented and driven team!
CyberTeam is currently seeking an IT Operations Manager with experience working and managing a Service Desk for a Managed Service Provider (MSP).
As an IT Operations Manager, you can expect to:
- Develop, manage and coach customer help desk specialists and application support analysts to deliver exceptional customer experience
- Monitor, report, and analyze team performance to drive improvement in KPIs
- Examine Call Quality, Response Time, Accuracy, Resolution Time, etc.
- Identify training gaps and assist in building educational opportunities to correct gaps
- Respond directly to support issues and service requests and resolve helpdesk escalations
- Assess client requests and create estimates
- Interface with other team members to insure resolution of incidents in a timely manner
- Ensure customer satisfaction by maintaining constant communication on open service items
- Process, configure, deploy, manage and maintain client inventory
- Carry out hardware & software installations/deployments
- Provide desktop, infrastructure, and field support
- Develop and manage an on-call rotation for support services even after hours
- Assist in identifying trends in support requests
- Collaborate on and maintain support and operational processes
- Manage and maintain vendor relationships
- Manage and work with carriers, service providers and vendors
- Manage vendor support services and client interactions
- Interview and recommend candidates for hire on an as-needed basis
- Assist with and at times take on project management duties
- Monitor, oversee, and respond to critical issues that are initiated after hours
- Perform other duties as assigned
Position Requirements
- Bachelor’s Degree (preferred)
- 5 years of IT Customer Service Management Experience with a Managed Services Provider
- 2 years of Dispatch experience
- Strong Leadership Experience
- Willingness to be “Hands On” and “Do the Work”
- Exceptional Time Management skills
- Strong in all major Microsoft Office product (Word, Power Point, Excel), RMM and PSA tools.
- Strong technical skills, highly fluent in networking, cloud, hardware and IT infrastructure.
Compensation
- Competitive salary, commensurate with experience.
- Comprehensive benefits package including:
- Medical
- Retirement plan
Get Started Today
Explore your opportunity to become a Service Desk Manager with CyberTeam. Apply online or email your questions to hr@cyberteam.us.
About CyberTeam
CyberTeam is a Managed Service Provider firm located in Purchase, NY. We focus on the SMB market while serving various customer verticals with an emphasis on IT security. Our mission is to deliver cost-effective business solutions while providing a challenging and fulfilling experience to our employees. We seek individuals who enjoy expanding their knowledge of technologies, working as part of a team and participating in complex projects.
Our employees are CyberTeam’s most valuable asset. We offer a competitive and comprehensive salary and benefits package to all employees and invest in employee professional growth by providing a variety of educational and training opportunities.