Job description
We are seeking a IT Operations Manager – MSP (PARTIAL REMOTE) to fill a new role in the organization in response to company growth.
The IT Operations Manager – MSP (PARTIAL REMOTE) will be joining a business that invest back into their employees. The company provides Cloud-Computing, Cyber security, Networking and IT support for the SMB market. The team is on the forefront of new virtualization technology and committed to educating, training and certifying employees. Their track record has resulted in being ranked as one of the 50 fastest growing Cloud Service Providers (CSP) in the country.
IT Operations Manager – MSP (PARTIAL REMOTE) Responsibilities
- Quality assurance and accuracy across all ticket types and teams
- Assist with escalated tickets when needed (MUST HAVE A HANDS ON TECHNICAL BACKGROUND)
- Baseline KPI improvements to ensure consistency
- Managed Service Delivery team and conduct performance reviews
- Decrease in % missed SLAs & volume by team and labor pool
- Increase CSAT overall and by labor pool
- Reviews all Customer Satisfaction Scores
- Manages and respond to service ticket escalations efficiently
- Responsible for new employee and ongoing training of all service delivery processes and procedures
- Conduct baseline KPI reviews with BPOs and learning experience management to ensure all teams operating the same
- Collaborates with Service Desk operations to ensure consistency of and adherence to SOPs
IT Operations Manager – MSP (PARTIAL REMOTE) Benefits:
- Salary $100,000-$120,000
- 100% Health, Dental, Vision
- Generous PTO/Holidays
- 401k + 3% match
Opportunity Location
Elgin, IL
Proposed Salary
$100,000 - $120,000
Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America's top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry.
Tagged: #SB222
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