Operations Manager - Managed IT Services Provider

Job Description

Company Overview: USM Technology is a leading Managed IT Services Provider (MSP) that offers comprehensive technology solutions to businesses across various industries. We are dedicated to empowering our clients with premier IT support and services to help them achieve their business goals. As part of our expansion, we are seeking an experienced and highly motivated Operations Manager to enhance our Managed IT Services division.

Job Summary: The Operations Manager is pivotal in managing our daily operations, ensuring smooth service delivery, and maintaining high client satisfaction. This role involves strategic oversight of staff performance, rigorous compliance with industry standards, and active participation in our growth initiatives.

Key Responsibilities:

• Operational Excellence: Oversee daily operations to ensure effective service delivery and USM policies and procedures adherence. Manage key metrics like Utilization Rate and Support Cost Per Endpoint to optimize operational efficiency.
• Leadership and Development: Develop a Responsibility Matrix for staff training across all core duties, promoting cross-training and ensuring continuous skill enhancement aligned with industry best practices.
• Performance Management: Track and manage employee performance through regular reviews and establish key performance indicators. Maintain rigorous standards for both recurring tasks and strategic initiatives to ensure accountability and high-quality output.
• Compliance and Security: Lead USM's Compliance Program, ensuring all operations meet our cyber insurance requirements, including critical software patching, data backup, recovery procedures, and comprehensive security measures like MFA and PAM.
• Client Relations and Service Improvement: Respond promptly to client concerns, identify service enhancement opportunities, and maintain rigorous documentation and follow-through on all operational procedures.
• Strategic Involvement: Participate in strategic planning, contribute to decision-making processes, and engage with industry groups like the Robin Robins Operations Leadership Peer Group to stay ahead of trends.
  
  

Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, or a related field or equivalent experience.
• At least five years of managerial experience in an IT or MSP environment, with a proven track record of managing technical teams.
• Strong technical foundation with an excellent understanding of ITSM methodologies, cybersecurity tools, and emerging technologies.
• Superior leadership skills, focusing on team members' professional development.
• Effective communication and problem-solving skills, managing high-stakes situations and making strategic decisions.
  
  

Additional Notes:

• This position is primarily in-office in Allen, TX with occasional client site visits to local clients in the DFW area.
• Technology used daily includes Microsoft 365 Suite, Azure Active Directory, Teams, Kaseya VSA, Kaseya Autotask, and an extensive suite of cybersecurity tools.
  
  

Candidate’s Aspiration Profile: We seek a meticulous and proactive leader who manages complex operations and fosters a culture of excellence and accountability. The ideal candidate is focused on long-term strategic growth and day-to-day operational excellence, adept at problem-solving, and committed to advancing their project management and leadership skills.

Company Description

USM TECHNOLOGY provides complete IT Support/Managed Services, Cloud Solutions, Cybersecurity, and Integrated Technology services for small to medium-sized businesses across Texas.

Your Colleagues

In this role, you will work with a tight-knit team of professionals focused on creating an exceptional customer service experience for our U.S.-based clients. Our team has fun solving customer issues, sharing their knowledge, and encouraging each other to deepen their technical knowledge. The 'right fit' candidate is a lifelong learner who genuinely enjoys helping people. They will find our company an exciting place to grow and a wonderful place to call home.

USM's Values

We live our values every day. We hire and reward our staff based on our core values. They are an integral part of our company's DNA.

True Grit

Our team is dedicated to following through on ALL our commitments, particularly when an issue becomes complex or challenging.

Embrace Change

As business and technology rapidly evolve, our team adapts, and we welcome the opportunity to assist our clients in leveraging these changes to improve and grow.

Active Empathy

In the event of a technical issue, our team is committed to understanding its impact on our clients and quickly taking the necessary action to resolve it.

Repeatable Quality

We recognize that consistently delivering quality IT services and support is the key to a productive IT network.

Technology is Transformative

We are committed to the idea that technology has the potential to improve business growth and efficiency radically, and we take great pride in helping our clients maximize their technology investments.

USM TECHNOLOGY provides complete IT Support/Managed Services, Cloud Solutions, Cybersecurity, and Integrated Technology services for small to medium-sized businesses across Texas. Your Colleagues In this role, you will work with a tight-knit team of professionals focused on creating an exceptional customer service experience for our U.S.-based clients. Our team has fun solving customer issues, sharing their knowledge, and encouraging each other to deepen their technical knowledge. The 'right fit' candidate is a lifelong learner who genuinely enjoys helping people. They will find our company an exciting place to grow and a wonderful place to call home. USM's Values We live our values every day. We hire and reward our staff based on our core values. They are an integral part of our company's DNA. True Grit Our team is dedicated to following through on ALL our commitments, particularly when an issue becomes complex or challenging. Embrace Change As business and technology rapidly evolve, our team adapts, and we welcome the opportunity to assist our clients in leveraging these changes to improve and grow. Active Empathy In the event of a technical issue, our team is committed to understanding its impact on our clients and quickly taking the necessary action to resolve it. Repeatable Quality We recognize that consistently delivering quality IT services and support is the key to a productive IT network. Technology is Transformative We are committed to the idea that technology has the potential to improve business growth and efficiency radically, and we take great pride in helping our clients maximize their technology investments.