Managed Services Operations Manager

FORTÉ • Minneapolis, MN

20h

About The Position

At FORTÉ, every role plays a part in reimagining how the modern workplace works. Whether you're on the front lines with customers or behind the scenes making things run, your work helps people connect, collaborate, and get things done. From classrooms to control centers, we design and deliver the systems that power smarter, more connected workplaces – and it all starts with the people who make them possible. FORTÉ (formerly AVI Systems) is a 100% employee-owned company with 50+ years of experience and a bold new identity.
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.

Requirements

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to work independently and be able to make management decisions within the scope of policies, procedures, and budgets of the company.
• Strong customer and employee relation skills also have direct results on success in this position..
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

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.

Benefits

• Healthcare, vision & dental coverage to keep you and your family well
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) for more control over your healthcare dollars
• Employer-paid life and disability insurance for added peace of mind
• 401(k) with company match to invest in your future
• Employee Stock Ownership Plan (ESOP) so you benefit directly from our shared success
• Tuition reimbursement and ongoing learning opportunities to support your growth
• Employer-paid employee assistance program to care for your physical, mental, and financial health
• Paid time off that helps you truly disconnect

What This Job Offers

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