Operations Center Manager in Claremont, NH

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Our client is seeking a Helpdesk & Operations Center Manager to run and manage their 24x7 Service Operations Center, located in Claremont, NH, providing service and support for their end- customers.
In addition, the Helpdesk & Operations Center Manager will provide training to their team and mentor each individual for professional growth.
The Helpdesk & Operations Center Manager should focus on exceeding customer satisfaction requirements while closely monitoring contractual costs and service level agreements.
o Manage the operations delivery team to provide 24x7 coverage and supporto Daily ticket management via the dispatch portal with prioritizationo Customer meetings on operational & proactive management updateso Escalate tickets and situations to management & executive teams as warrantedo Provide operational and escalation support for delivery teamso Manage the staffing model including shift coverage, training and professional development plans, work with HR on annual reviews and quarterly business goalso Develop and maintain ticket management workflow to meet defined SLA's and customer satisfactiono Deliver monthly operational metrics and continuous improvement plans to demonstrate how we are managing the business, costs, and customer satisfactiono Develop and maintain standard operating procedures for internal and external delivery of managed services, based on ITIL methodologieso Recruiting and maintaining of technical staff to meet required staffing levelso Support the business objectives set forth for the Managed Services divisiono Participate in sales and presales engagements to demonstrate our service offerings to customerso Technical ability to provide delivery team assistance and supporto Assist in development of the annual business plan for Senior Managemento Participation in the review and development of new service offeringsRequired Skills o Must be US Citizeno BS in Computer Science, Business Administration or similar degrees with technical experience.
o 5+ years managing computer or network operation centers with direct management of 10 or more people.
o Experience managing helpdesk case management software and SNMP based monitoring solutions.
o Overall ability to lead and manage a team, be a mentor, and collaborate with other Red River teams.
o Strong communication (verbal and written) skills are a must.
o Technical and management experience in network, VOIP, server, storage, backup, and infrastructure applications (Active Directory, Exchange).
o Technical or management certifications (CCNA, MCSE, ITIL, ISO, SIX SIGMA).
o Previous experience with budget creation and management.

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