Service Operations Manager

About Us: We are managed service provider in Norwalk, Connecticut providing IT support to businesses - mostly law and financial firms - in Fairfield County and New York City. We pride ourselves on our top-tier service and rapid response time, and in search of a talented service operations manager who can help increase client satisfaction and boost the overall productivity of our technicians. Ideal candidates will have at least two years experience working in a dispatch or similar role in a technology environment.

What You'll Do

You’ll be at the center of everything — keeping our operations tight and our clients happy.

• Own the flow of the day:  Receive and triage help desk requests via phone and email
• Coordinate and communicate:  Assign work to our technicians, manage their schedules, dispatch on-site visits, and ensure that every team member is working efficiently and effectively
• Support the support team:  Keep a pulse on workloads, make sure things are progressing, and interject when they're lagging and should be seeking help from our technical manager
• Be the face of calm:  Interact with our high-level executives with clarity, professionalism, and empathy.
• Run a tight ship:  Review technician time entries for accuracy, track hardware and software sales, ensure documentation is clean and complete, and delegate to techs when adjustments are needed.
• Think on your feet:  Make independent decisions, catch and solve problems in real time, and adapt quickly when priorities shift.

You are:

• Energetic, with an eagerness to improve our day-to-day operations and help our company flourish and grow
• A clear communicator and  natural leader who can guide and hold a team accountable without micromanaging. You don't cower when faced with a challenge—you take action
• Able to make quick, smart decisions on the fly; business acumen is a must
• Technically savvy enough to talk the basics, and resourceful enough to know where to look for answers
• Detail-oriented—you always read the fine print and can easily follow directions
• Professional and polished in how you speak, write, and present yourself — you'll be the key point of contact and the liaison between our technicians and our clients
• Skilled in Microsoft Office applications

Why Join Us?

• Be a key player in an established and respected MSP
• Collaborate with a smart, supportive team that values your input
• Make a real impact every day — your work will be visible and meaningful
• Competitive salary, great benefits including medical and life insurance, matching 401(k), generous PTO
• Performance-based bonuses
• Centrally located office, in a Class-A building with a fitness center and indoor parking

Job Type: Full-time

Pay: $85,000.00 - $95,000.00 per year

Benefits:

• 401(k) matching
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

People with a criminal record are encouraged to apply

Education:

• Bachelor's (Preferred)

Ability to Commute:

• Norwalk, CT 06854 (Required)

Work Location: In person

Salary : $85,000 - $95,000