USM Technology is a leading Managed IT Services Provider (MSP) offering comprehensive technology solutions to businesses across various industries. We are committed to empowering our clients with top-tier IT support and services to achieve their business goals. To support our rapid growth, we are seeking an experienced and highly motivated Operations Manager to join our team.

Job Summary:

The Operations Manager will play a critical role in overseeing and driving the day-to-day operations of our Managed IT Services division. This includes coordinating staff training, ensuring employee accountability and efficiency, and verifying that multiple staff members are trained across all core duties. The Operations Manager will also confirm that recurring tasks are completed, manage employee performance, and maintain the highest level of client satisfaction.

Key Responsibilities:

1. Oversee daily operations and manage the MSP team to ensure smooth service delivery and adherence to company policies and procedures.
2. Develop and maintain a Responsibility Matrix to ensure multiple staff members are trained across all core duties and identify areas for cross-training.
3. Coordinate staff training and development initiatives to enhance technical skills and knowledge, ensuring the team stays current with industry standards and best practices.
4. Establish and track key performance metrics, monitor employee performance, and provide constructive feedback to help staff achieve their goals.
5. Ensure timely completion of recurring tasks by staff members and maintain high service quality for our clients.
6. Collaborate with team members to address client concerns and identify opportunities for improvement or expansion of services.
7. Manage employee discipline and termination processes in accordance with company policies and applicable laws.
8. Stay current with industry trends and emerging technologies to ensure our services and solutions remain competitive and relevant.
9. Contribute to the overall growth and success of the company by participating in strategic planning and decision-making processes.

Qualifications:

1. Bachelor's Degree in Information Technology, Business Administration, or a related field or equivalent experience.
2. Minimum of 5 years of experience in an IT management role, preferably in a Managed Services Provider or IT consulting environment.
3. Demonstrated experience in managing and mentoring technical staff, with a strong focus on employee development and accountability.
4. Excellent understanding of IT service management methodologies, tools, and best practices.
5. In-depth knowledge of various IT systems, security protocols, and software applications.
6. Strong interpersonal and communication skills, with the ability to effectively collaborate with team members and clients.
7. Exceptional problem-solving skills and the ability to make quick, informed decisions in a fast-paced environment.
8. Detail-oriented with a focus on quality and continuous improvement.
9. Relevant industry certifications (e.g., ITIL, PMP, Microsoft, Cisco) are a plus

Travel: 25% - Mainly local with some regional travel

Candidate’s Aspiration Profile

We are looking for a meticulous, hardworking, detail-oriented person who demands high-quality workmanship from themselves and others. The successful candidate can 'see the big picture' and make long-range plans while ensuring excellence in executing daily tasks assigned to themselves and others. The candidate can also rigorously manage and enforce project timelines, identify problem areas, and apply resources to resolve issues so that the overall project is not delayed. The candidate seeks opportunities to immerse themselves in 'big ideas' and find ways to deliver simple and elegant solutions to our clients' complex challenges.

The successful candidate will aspire to grow in Project Management, Leadership and Management Skills, and Multi-Dimensional Problem-Solving.

Technology Used Daily

• Microsoft 365 Suite, Azure Active Directory, Microsoft Teams, Kaseya VSA, and Kaseya AutoTask, and an extensive suite of cybersecurity tools.