Operations Manager

Operations Manager

IT Voice is a leading provider of Technology solutions, specializing in a wide range of services including Managed IT, Cloud, Security, Managed Network, and VoIP solutions. Our team is dedicated to delivering World Class Technology with Hometown Service, guided by our core values: Focus on others, own it, work smart, and do the right thing. We prioritize the needs of our clients, taking ownership of every task and approaching our work with efficiency and integrity. If you are looking for a fast-growth company with sound values and an opportunity to advance your career, then this is the place for you.

Job Description: As an Operations Manager, you will be responsible for building lasting relationships with customers as their trusted advisor, overseeing the development of service team members, and managing the day-to-day service needs of customers using the onsite service resources. Success in this role requires excellent leadership skills, a commitment to maintaining positive relationships with customers and team members, and the ability to lead by example, personifying IT Voice’s Core Values and Pledges.

Responsibilities:

• Act as the primary contact for direct reports and customers assigned to a GL account location.
• Take personal ownership of customers, including addressing priority issues in the local market.
• Resolve local market issues and improve service methods to increase the service desk's productivity and customer satisfaction.
• Audit work and customer service to ensure the company's standards, efficiency, and productivity goals are met.
• Liaison with newly onboarded customers to complete onboarding, alignment processes, and transfer to Central Support (account cleanup).
• Direct the operations of IT service representatives to ensure effective performance.
• Oversee the hiring and training of IT service technicians and operators.
• Enforce company policies and procedures for IT Voice.
• Respond to and act on P&L concerns passed down from the Regional Operations Director or Director of Operations.
• Assist with or perform administrative tasks, such as managing billing time entries, processing new orders, and payroll.
• Maintain accurate inventory of hardware, software, and other technological tools.
• Make recommendations to management on action plans for improved services.
• Review and approve time entry and utilization reports of direct reports.

Daily Responsibilities:

• Monitor the service board for new tickets and schedule out to technicians.
• Clean and manage tickets on the service board.
• Assist the team with ticket issues throughout the day.
• Attend meetings and discussions with the Sales team for planning and strategy.

Weekly Responsibilities:

• Review time sheets to ensure entries are under the correct Customer Agreement and that work types and resolutions are appropriate.
• Approve accounts payable and credit card purchases.
• Track and manage project progress, ensuring timely completion and billing.
• Hold regular team meetings for updates and coordination.

Monthly Responsibilities:

• Oversee end-of-month billing in old and new ConnectWise systems.
• Manage end-of-month reconciliation of vendor payables for projects.
• Prepare and deliver KPI reporting using the ConnectWise system.

As Needed:

• Create or modify agreements for new clients.
• Contact clients regarding service issues and solutions.
• Manage and develop the team, including scheduling work and coordinating projects.

Requirements:

• 5 years of experience in operations management, preferably in IT/Telecom.
• Bachelor’s degree in Business Administration or a related field, OR 6 years of related experience.
• Excellent leadership, communication, sales, and customer service skills.
• Strong computer literacy and organizational skills.
• Creative problem-solving and the ability to work under pressure.

Additional Information:

• Please include a brief cover letter with your resume describing why you want to work for IT Voice.
• We are also a Team – so if it would bother you to take out the trash one day, it’s probably best you don’t apply.

Job Type: Full-time

Salary:  $75,000 - $95,000

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Travel reimbursement
• Vision insurance
• Work from home flexibility

Schedule: Monday to Friday

Work Location: Remote with occasional travel to client sites.

Company Website: www.itvoice.com