Operations Manager ( {{city}})
The Operations Manager plays a crucial role in supporting the daily activities that keep our managed services running smoothly. This position involves coordinating service delivery, monitoring SLAs, improving operational workflows, and ensuring efficient communication between technical teams and clients. You'll be the backbone of our service operations, driving efficiency, reliability, and customer satisfaction.
Key Responsibilities
Monitor and maintain the ticketing system (e.g., ConnectWise, Autotask) to ensure timely response and resolution of client issues.
Coordinate technician schedules, dispatching resources as needed based on priority and skillset.
Track and report on SLAs, response times, and customer satisfaction metrics.
Identify operational inefficiencies and recommend process improvements.
Serve as a liaison between service desk, project teams, and account management to ensure seamless service delivery.
Assist in onboarding new clients, ensuring documentation and systems are properly configured.
Maintain accurate system documentation, runbooks, and internal knowledge base.
Support procurement and inventory management for hardware and software as needed.
Assist with compliance tracking, reporting, and audit preparation.
Qualifications
Required:
2+ years of experience in operations, service coordination, or administrative support within an MSP or IT services environment.
Strong understanding of IT service management (ITSM) concepts and frameworks.
Proficiency in PSA tools, RMM, Autotask, Quickbooks, billing systems or similar.
Excellent organizational and multitasking skills.
Strong communication and customer service orientation.
Proficient in Microsoft 365 and collaboration tools.
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