Location: Franklin/Nashville surrounding area (in-person)
About Ariento: Ariento provides cybersecurity, information technology (IT), and compliance services to small and mid-sized organizations. Comprised of a veteran team boasting decades of experience at the highest levels of the United States military and federal government, Ariento specializes in delivering best-in-class technology solutions that are secure and regulatory compliant. From consulting to fully outsourced IT services and more, Ariento gives business owners and executives one less thing to worry about in today’s interconnected digital world.
About this role: The manager/team lead will be responsible for overseeing and managing the support operations and project delivery functions, ensuring that the company is meeting and exceeding its client's IT, security and compliance needs efficiently and reliably. The Operations Manager will be responsible for overseeing and managing a team of 5-8 employees. Additionally, this role will manage the day-to-day activities in a traditional infrastructure and support and maintenance of applications housed in Cloud.
Responsibilities
- Serve as owner of Ariento servicing operation. Work shifts and tickets and ensure Ariento is meeting Key Performance Indicators (KPIs). Train and develop support operations team members.
- Proactively operate and maintain of Ariento’s network and systems architecture and documentation, per Ariento’s change management procedures.
- Own the Ariento support system, Zendesk.
- Create and update procedural and guide articles for customers and agents.
- Ensure Ariento has strong capabilities in the following functions: Task Management, Project Management, Resource Management, Service Desk.
- Ensure timely and accurate reporting of time in Ariento’s time tracking tool for yourself and your department.
- Serve on Change Control and Intake Prioritization Boards.
- Ensure implementation of Ariento’s information technology policies, procedures and practices.
- Participate and inform key decisions as a member of the management team.
- Lead our technical support and customer service activities
- Lead, motivate, and support a team within a time-sensitive and demanding environment, including career development plans for all direct reports and problem resolution
- Partner with cross-functional teams to improve proprietary tools, processes and systems
- Managing teams of technicians, engineers, and other staff
- Lead systematic troubleshooting and resolution issues escalated by technicians and engineers
- Assess Ariento service performance and recommend improvements
- Provide support and guidance to stakeholders via help desk
- Communicate plans, status, and issues to higher management levels
- Collaborate with product stakeholders to translate business problem statements into technical solutions
- Provide status reporting of team activities against the program plan or schedule
- Efficiently use industry specific software to resolve customer inquiries, incidents, and deliverables.
- With limited direction, translates business requirements to technical specifications. Creates technical designs for a new enhancements or refinement of integrated call center technology.
- Performs assessments and support overall workforce design for multiple user types and contact channels.
- Performs ongoing system maintenance, research, problem resolution and on-call support, according to defined plans.
- Documents required processes, policies and procedures.
- Independently performs testing and design scenarios/projects to optimize performance of platforms and workforce.
- Independently works on small and large moderately complex projects that require increased skill in multiple technical environments and disciplines, that have system wide impact and that may integrate across the organization.
- Other duties as assigned
Required skills and qualifications
· Bachelor’s degree in operations management, business administration, computer science, IT, or cybersecurity, or in a related field
· Strong IT skills, including onboarding and implementation
· Strong managerial and supervisory skills, training, and development
Minimum 2 years experience directly supervising employees
· Excellent ability to manage multiple projects while maintaining organizational control of branch operations and customer service
· Strong customer service experience
Preferred skills and qualifications
· Working knowledge of management software programs, including Jira and Zendesk
· Experience with IT performance management, network administration, and system security
· Two or more years of proven experience in account management
· Two or more years of proven experience in a consulting role
Job Type: Full-time
Pay: $79,700.00 - $120,300.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Compensation package:
- Bonus opportunities
- Employee stock ownership plan
- Profit sharing
- Yearly pay
Experience level:
- 10 years
- 11+ years
- 4 years
- 5 years
- 6 years
- 7 years
- 8 years
- 9 years
Ability to commute/relocate:
- Franklin, TN 37067: Reliably commute or planning to relocate before starting work (Required)
Education:
Experience:
- Microsoft 365: 3 years (Required)
Work Location: In person