Service Operations Manager

Role Description:

We are looking for an individual who is a problem-solver and has a proven track record of working within a team environment to successfully address challenging user computing issues, and is accustomed to leveraging technical training opportunities to improve their skills. At the Manager position, this individual holds a leadership role over the Service Operations, assisting engineers more junior to him/herself and fostering Esprit de Corps.  Sometimes that means directing other team members' efforts, and sometimes that means getting your hands dirty when things get really busy.  If you're the sort of person that regularly looks at your leadership team and says "Stop worrying dude.  You know me, I've GOT THIS", then you're what we're looking for in a candidate. Our Service Group is responsible for maintaining user uptime and improving users' computing experiences through effective remote monitoring, maintenance and problem identification and resolution activities, as well as growing and developing the organization's perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This piece of the position requires dedication, persistence, follow-up, effective utilization of provided resources and unbeatable, super-hero movie caliber customer service. Job duties include utilizing our remote monitoring and management (RMM) and professional services automation (PSA) solutions along with other service-specific tools and technologies to deliver remote user support services and update service request information, answer technical support calls, assign ticket severity, prioritize work accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. Overall relationship management and the ability to coordinate required resources to respond to complex IT requirements are desired. Other requirements include participating in ongoing training and attainment of manufacturer certifications, developing and maintaining relationships with user and vendor contacts, and preparing and presenting service and monitoring reports to management regularly. One of the other great parts of this position is the opportunity to help manage the on-boarding of new clients into our suite of services. You’ll be regularly interfacing with all sorts of individuals eager to begin their new relationship with BlueRock!

Minimum Requirements:

  1. Minimum five years technical support experience
  2. Excellent knowledge of our supported software and technologies (PSA and RMM Familiarity)
  3. Superior documentation and writing capabilities (good way to show this would be your cover letter)
  4. Strong interpersonal skills required to effectively communicate with customers, staff and vendor
  5. Passion for teamwork, problem solving and exceptional customer service
  6. Must be well spoken, organized, detail-oriented, dependable and flexible
  7. Valid driver's license and proof of insurance
  8. Background check and drug screen required
  9. Reliable transportation

This Position Entails:

  1. The ability to learn quickly and adapt to changing requirements, in fact, things change so fast around here it's best that you LOVE being challenged by change
  2. Planning, coordinating, directing and supervising ongoing projects to insure completion within scope, timeline and budget
  3. Troubleshooting network, equipment and service related problems with remote control technologies. Now that I think on this though, if you can do this using your ACTUAL remote control from your living room, well, that's a plus
  4. An unshakable, ravenous desire to AGGRESSIVELY expand your knowledge. Expect to read 3-5 company-assigned books as well as prepare for an ITIL v3 Foundation examination within your first 90 days of employment (training materials and mentoring provided), and that's just the warm up!
  5. Analyzing remote monitoring reports to identify capacity and performance issues and remediate them
  6. A passion for creating a memorable customer service experience. If you had a lemonade stand as a child and out-earned that snot-nosed kid across the street because you were offering a unique lemonade buying experience by way of perhaps car side service or complementary napkin or cookie, you're probably in the right ballpark.
  7. The ability to help the team manage, maintain, troubleshoot and support our users' networks, equipment, software and services

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