Operations Support Manager
Sparkhound - Baton Rouge, LA

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Responsibilities:Management:
Management of dedicated operations of 8 Managed Services and IT Support resources

Biweekly 1:1 meetings with each team member

Measure and adjust team processes based on utilization, efficiency and effectiveness

Leadership and mentoring of team

Monitor support request queue and coordination of resource / client scheduling (dispatching)

Quality control\audit of technical delivery or process compliance

Responsible for client follow-ups and overall customer satisfaction

This includes direct client communications in person or over the phone

Document and enforce standards in process and deployments for consistency and uniformity

Participate/provide inputs on technical discussions surrounding client-server environments

Leadership:
Development of team leads for delegation and client oversight

Participation in company leadership efforts and methodologies

Pre-sales and Service Offerings:
Accountable for pre-sales assistance (Proposal Scope of Work) and new client site assessments for SMB

Planning, implementation and continuous improvement of new and existing service offerings (ex. SMB Managed Services Offering)

Minimum Requirements:
Bachelor's Degree or Associate's Degree in related IT field from an accredited college or university

At least five years of experience managing technical resources

Demonstrated ability to deliver industry best practices as it pertains to Incident Management and Request Fulfillment

Motivational attributes to keep team members excited about technology and their roles within customer accounts

Patience and calmness in high-paced situations

Positive reinforcement tactics with team members

Willingness to maintain technical skills to lead and mentor team

Sparkhound - 19 months ago - save job - block
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