Operations Manager


The Operations Manager’s role is to assure the successful execution of the company’s business mission through the development of the service desk, NOC and delivery groups.  This requires envisioning the company’s service and product offerings and planning for risk and growth.

Essential Duties and Responsibilities:

  • Participate as a member of the executive leadership team
  • Develop and oversee the following groups:
    • Service and support
    • Delivery
    • Network Operations Center
    • Procurement
  • Collaborate with the appropriate departments to develop and maintain a technology plan that supports customer needs
  • Anticipate and react to major technology changes to ensure the maintenance of company leadership in the competitive landscape
  • Assess and communicate risks associated with technology-related investments and purchases
  • Ensure consistency of existing systems by enforcing established standards/procedures for implementing technical solutions
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Collaborate with the leadership team on the design and build of new services and product offerings
  • Work closely with other department managers and executives to define and deliver new services and products
  • Attend regular leadership meetings and provide reporting on departments under management
  • Plan goals and objectives for department and organizes team as needed
  • Recruits, hires and is responsible for employees growth and development as needed
  • Manage the transition of new clients from sales to operations and the subsequent onboarding of new clients

Additional Duties and Responsibilities:

  • Escalate service and support department issues to the President as required
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
  • Conduct performance evaluations and mentor those with less experience
  • Responsible for entering time and expenses in Connectwise as it occurs
  • Enter all work as activities or service tickets into Connectwise
  • Develop & integrate ITIL into BlueRock processes

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Demonstrated ability to interpret technology and market trends as a foundation for technology and product roadmaps
  • Knowledge of IT applications, processes, software, and equipment
  • Strong organizational and presentation skills
  • Skill in strategic planning with an ability to think ahead and plan over a 1-3 year time span
  • Skill in planning and preparing written communications
  • Skill in leading people and getting results with a strong customer orientation
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Ability to multi-task and adapt to changes quickly
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Detailed skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment


  • Ensure all accountabilities of Service & Support, Delivery, and NOC Group staff are met
  • Client Retention rate of >95%
  • Enforcement/Adherence to Company Policies & Procedures of Service & Support Group
  • Develop a metric in order to accurately reflect client satisfaction scores
  • Ensure Timely & Accurate Employee Performance Management Reviews

Other Items (Working List)

  • Manage the Purchasing group and all subsequent processes
  • Manage all technical teams for KPI’s and performance (Service Desk, NOC, Delivery)
  • Manage & maintain company certifications (example: Microsoft, Cisco, Citrix, VMware, Dell, etc.)
  • Continuous improvement of processes/procedures of all service groups