Director of Operations
GENERAL SUMMARY:
The Director of Operations is directly responsible for the Technology service delivery teams. In this position, the Director of Operations drives client satisfaction and team efficiency by ensuring all business metrics are addressed appropriately. This is achieved by hosting on-going meetings with the technical teams, refining processes to improve service delivery, monitoring & managing key business metrics, and managing the development of the professional services team’s skillsets. The Director of Operations will work closely with the National Networks Technology Sales Team to ensure client expectations are being met and escalated service requests are prioritized appropriately. In addition, the Director of Operations will work closely with the management team to ensure all business goals are being met.
Essential Duties and Responsibilities:
- Ensure exceptional client satisfaction is consistently delivered and maintained
- Lead the implementation of overall Technical Service strategies, objectives and metrics while focusing on improving efficiency
- Drive the highest levels of performance from each team member thru coaching, training, mentoring, and performance
- Serve as the escalation point for technical support
- Improve process for management reporting of key technical support metrics and implement a targeted training development program for all technical services team
- Ensure all policies and procedures are consistently followed and updated as necessary
- Host daily team meetings to review, reprioritize and reassign service requests
- Work closely with the project manager on the hand off of projects to the support team
- Participate in weekly service/project meetings
- Ensure the team responds to afterhours calls and emergencies quickly and efficiently
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to improve service delivery and participate in improving project
- Assist in hiring and staffing decisions within the service
- The ability to routinely multitask in a fast paced
- Maintain expert knowledge of key products and services including Microsoft Operating Systems, Office applications, network routing, anti-virus solutions, and other key technology offerings
- Effectively prioritize service requests, escalations along with other duties and tasks on a daily basis
- Ability to hold the team accountable to the key business metrics
Job Type: Full-time
Pay: $70,667.38 - $85,104.79 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Compensation package:
Experience level:
Schedule:
Ability to Commute:
- Lake Charles, LA 70605 (Required)
Ability to Relocate:
- Lake Charles, LA 70605: Relocate before starting work (Required)
Work Location: In person