Manager of Operations

Up to $90K

Responsibilities:
-Manage daily activities of the Operations support staff. These duties include, but are not limited to, daily status meetings, performance management and reporting, delegation of work, conflict resolution, training/mentoring, hiring/firing recommendations and other such related duties. Ensure staff scheduling supports customer demands.
-Ensure the delivery of excellent service to our customers. Address customer satisfaction issues on a timely basis and implement necessary changes to improve service levels and meet customer satisfaction goals.
-Customer Support: Requires direct customer contact from the sales process throughout ongoing operational support to include the direct handling of customer inquiries or concerns. Ensures that customer support documentation is properly maintained.
-Ensure that the staff adheres to all of Company’s Quality Assurance policies and procedures.
-Manage ticketing work queues for reoccurring work orders. Train, implement, and enforce the use of operational processes in areas such as, but not limited to, customer testing and disaster support, emergency procedures, and troubleshooting.
-Provide project management for various projects as assigned. Must be able to capacity plan, and build business cases for growing the business.
-Provide budgetary input as required. Support management team in planning, budgeting, and goal achievement. Provide various management reports as required.
-Enhance and/or develop operational procedures. Understand and coordinate the monthly collection of various metrics for analysis.
-Provide the Sales team with tour support and problem resolution as required.
-Encourage a positive team atmosphere with appropriately-trained personnel in order to best utilize the technical skills of the entire team across all platforms. Deliver on-time performance appraisals and define annual performance goals. Ensure direct reports are provided with appropriate leadership and technical training. Work with direct reports to understand and develop career objectives and training plans.

Qualifications:
-College degree or equivalent work related experience with a minimum of H.S Diploma or GED required.
-Prefer 3 years (or equivalent) hands-on experience in leading/managing personnel in a dynamic, fast paced environment.
-Proven ability to execute multiple tasks efficiently and effectively. Must be able to delegate effectively.
-Technical aptitude desired with mainframe and network skills preferred
-Facilities experience preferred including knowledge of power and network infrastructure.
-Must possess strong customer service attitude and interpersonal skills.
-Must possess excellent written and verbal communication skills
-Must possess strong Excel skills. Additional Microsoft Office skills preferred.
-Previous budgetary and cost management experience preferred.

Working Conditions:
-Ability to meet the physical demands of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Employment is contingent upon successful completion of the background investigation and pre-employment drug screen.

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Contact information:
Mike Stapinski
jobs@nextstepsystems.com
Next Step Systems
www.nextstepsystems.com

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