Managed Services Operations Manager

Forte • Minneapolis, MN

3d

About The Position

Functioning as a working manager, The Managed Services Operations Manager will have a direct responsibility to plan and manage resources, develop service desk personnel, and deliver managed services support that meets the defined profitability, customer satisfaction levels, service level agreements and service level objectives. The operational decisions made at this level will be conducted within the business plan, budget, policies, and procedures of the company. What you'll be doing: Serve as the interface for MTR, UC, DM, DS, Broadcast and AV services provided by the Service Desk support team(s) to both internal business stakeholders and/or external customers based on contractual obligations. Provide expert management support to difficult, high profile customer issues and ensured root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit. Directly oversees Managed Services Support Analysts and Managed Services Support Engineers. Closely participates in major incidents, driving problem management to identify and remove root cause to prevent reoccurrence of related future issues. Support benchmarking to ensure the Managed Services Operations are best in class in the market and maintaining a customer satisfaction score of 90%+. Support budgetary management by delivering financial reporting and reconciliation, and perform administrative duties related to scheduling, invoicing, and financial analysis. Technical training for the technical staff is provided to develop and maintain the skills required providing the highest level of support for products that the company promotes. What you'll bring to assure your success: The Managed Services Operations Manager must possess managerial, business and financial planning, and technical skills This person must have experience in supporting and troubleshooting technology surrounding unified collaboration technologies, including room and desktop systems, MCUs, Gateways, Gatekeepers, Microsoft Teams Rooms, and Cloud based collaboration technologies (Pexip, Zoom, etc) Knowledge of integrated unified collaboration and data networking concepts is essential to the position An ITIL/ITSM background and ability to relate ITIL/ITSM concepts to the field deployment teams is preferred Educational background should consist of formal technical training of unified collaboration equipment and software; high familiarity with Microsoft Teams along with Microsoft Office applications and programs are important CTS Certification is a plus

Requirements

• The Managed Services Operations Manager must possess managerial, business and financial planning, and technical skills
• This person must have experience in supporting and troubleshooting technology surrounding unified collaboration technologies, including room and desktop systems, MCUs, Gateways, Gatekeepers, Microsoft Teams Rooms, and Cloud based collaboration technologies (Pexip, Zoom, etc)
• Knowledge of integrated unified collaboration and data networking concepts is essential to the position
• An ITIL/ITSM background and ability to relate ITIL/ITSM concepts to the field deployment teams is preferred
• Educational background should consist of formal technical training of unified collaboration equipment and software; high familiarity with Microsoft Teams along with Microsoft Office applications and programs are important

Nice To Haves

• CTS Certification is a plus

Responsibilities

• Serve as the interface for MTR, UC, DM, DS, Broadcast and AV services provided by the Service Desk support team(s) to both internal business stakeholders and/or external customers based on contractual obligations.
• Provide expert management support to difficult, high profile customer issues and ensured root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
• Directly oversees Managed Services Support Analysts and Managed Services Support Engineers.
• Closely participates in major incidents, driving problem management to identify and remove root cause to prevent reoccurrence of related future issues.
• Support benchmarking to ensure the Managed Services Operations are best in class in the market and maintaining a customer satisfaction score of 90%+
• Support budgetary management by delivering financial reporting and reconciliation, and perform administrative duties related to scheduling, invoicing, and financial analysis.
• Technical training for the technical staff is provided to develop and maintain the skills required providing the highest level of support for products that the company promotes.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed