Helpdesk Manager, Managed Services

Job Description

The Operations Manager is responsible for overseeing effective operating procedures across the department. Their duties include reviewing company documents to make inferences about factors like communication or productivity, working with the Director to implement hiring procedures and communicating with upper management to improve company operations.

Basic Functions:

Defining, implementing and revising operational policies and guidelines for the organization • Developing and executing new growth directives • Working with the Managing Director to create job descriptions, hire competent personnel and oversee employee training programs • Working with the Managing Director to develop and implement staff evaluation parameters • Overseeing client support services • Managing procurement and resource allocation

Additional Duties & Responsibilities:

Set quarterly/annual meeting with current clients to review service satisfaction and new opportunities • Review and maintain current internal applications • Conduct new hire and routine training events on internal tools • Review and mentor team members to ensure growth and strengthening in their area of expertise

Knowledge, Skills & Abilities Required:

• Excellent leadership and organizational abilities

• Superior knowledge of industry regulations and operational guidelines

• In-depth knowledge of data analysis software packages

• Working knowledge of customer relationship management (CRM) packages

• Outstanding negotiation skills • Excellent written and oral communication

• Proven knowledge of performance evaluation metrics in a business setting

• First-class people skills

Technical Background to be able to guide helpdesk staff with troubleshooting. (PC/Laptop/Network/Server/Office365/Business Applications

Following, administering, and improving our managed services standards

Guide technicians by directing team with a proactive support model for our clients

Increase awareness (self and team) on equipment needs and service enhancements

Client Onboarding Process Management

Client Offboarding Process Management

Establishing and Improving Managed Services Standards and Tools

Automate

Sophos

BackupIFY (Datto SaaS)

Datto BCDR

Client Service Audits

ITG Glue Documentation Updates (Self/Team)

Working with the Team Dispatcher Manage Client Support Queue and Ticket Assignment (Phones / Emails / Support Portal / Autotask Queue)

Managed Services Team Management

Service Delivery (Routine Tasks / Monitoring)

Customer Health Reports

Identification of Patterns for improvement

Increase productivity of team and ticket closure rate / Service Dispatch and Consolidation

Time Entry Review, Contract Mapping and Approvals for Billing.

Full-time