Growing company seeking a Technical Operations Manager to oversee and manage the Support Desk, client projects, and the engineering team.
Supporting and coordinating the engineering team by providing assistance with scheduling, project management, and ticket follow-through.
Duties and responsibilities Manage Support Board
-Work with Support Desk Supervisor for escalated tickets and client issues and ensure the Support Desk Team is working efficiently.
-Review and send out Ticket Management to Systems Engineer Team 1X/Week and ensure Support Desk Supervisor is reviewing ticket management for the Support Desk Team.
Supporting, coordinating, and assisting Engineer Team
-Providing engineers with assistance to scheduling, providing other resources as needed, communicating with clients on behalf of engineers when needed.
-Assist with technical support when needed.
This may require after normal business hours, and/or during business hours if other engineering staff is unavailable.
-Scheduling and ensuring backup checks are completed on a weekly basis.
-Reviewing project throughout project time to ensure that engineers are not over budgeted hours, all tasks are completed, and project closes within expected time.
-Communicating with client regarding project steps, schedules, etc.
-Scheduling engineers and resources to projects as needed.
New Client Setup
-Ensuring that technical side of new client setup is complete: documentation, PSS schedule for PSA and PSS clients, etc.
-Work closely with the CEO on updating and creating company processes and procedures.
-Work closely with the Director of Bus.
Development on account management.
-Manage and run weekly company meetings and ensure agenda is updated.
-Review and track KPI?s of Engineering Team and Support Desk Team, as well as projects.
We are an Equal Employment Opportunity employer committed to excellence, diversity and inclusion.
Experience managing five or more engineers Three or more years managing engineers Work or have worked in the SMB and MSP market, or have direct experience with MSPs