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Managed Services - Service Operations Center Manager

Company Name:
Red River
The Operations
manager
will run and manage the 24x7 Service Operations Center, located in Claremont, NH providing service and support for Red River's customer. In addition the Operations Manager will provide training to their team and mentor each individual for professional growth.
Manage the operations delivery team to provide 24x7 coverage and support
Support the Business objectives set forth for the Managed
services
division
Provide operational and escalation support for delivery teams
Manage the staffing model including shift coverage, training and professional development plans, work with HR on annual reviews and quarterly business goals
Develop and maintain standard operating procedures for internal and external delivery of managed services
Recruiting and maintaining of technical staff to meet required staffing levels
Develop and maintain case management workflow to meet defined SLA's and customer satisfaction
Deliver monthly operational metrics and continuous improvement plans to demonstrate how we are managing the business, costs, and customer satisfaction
Participate in sales and presales engagements to demonstrate our service offerings to customers
Technical ability to provide delivery team assistance and support
Assist in development of the annual business plan for Senior Management
Participation in the review and development of new service offerings
Onboarding new accounts into Red River Managed Services
BS in
computer
Science, Business Administration or similar degrees with technical experience. 10+ years managing computer or network operation centers with direct management of 10 or more people. Experience managing helpdesk case management software and SNMP based monitoring solutions. Overall ability to lead and manage a team, be a mentor, and collaborate with other Red River teams. Strong communication (verbal and written) skills are a must.
Technical and management experience in network, VOIP, server, storage, backup, and infrastructure applications (Active Directory, Exchange). Technical or management certifications (CCNA, MCSE, ITIL, ISO, SIX SIGMA). Previous experience with budget creation and management.
Hands on leader who has technical and business background, must think intelligently and deliver customer care with strong consulting craft.
Date: 2014-02-28
Country: US
State: NH
City: Claremont
Postal Code: 03743
Category: Information Technology

job
Type: Regular Full-Time

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