Operations and Support Center Manager

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Provo, UT
$55,000 - $70,000
Job Type
Direct Hire
Feb 12, 2018
Job ID
Operations and Support Center Manager

We provide legendary customer service. We focus on creating cutting-edge technology and pushing the envelope to assist employees with the necessary tools to provide the best support for our customers. We do this through creating an environment of success, as we build, train, and execute our team mission and vision.
This position builds trust implementing legendary customer service and managing the effective functioning of the Operations and Support Center. We seek to understand our customers, solve complex issues in a courteous way, continually develop our level of competence, and dedicate ourselves to providing the best in customer service. In order to accomplish this, we expect exceptional leadership, management, organizational, and technical skills. This position also provides the amazing opportunity to work with a wonderful team to train and mentor a large and diverse workgroup of employees in a 24/7 support center. We are seeking the right candidate who will be able to communicate technically with the whole organization and maintain a high level of customer service and professionalism, especially in times of outage or high utilization periods.
To perform this job well, you would need to have, at a minimum, a Bachelor’s degree and at least one year of experience, or an equivalent combination of education and related experience. Strong preference is given to those with extensive customer service experience in a demanding environment, and experience as a team leader, supervisor, or manager, with proven personnel management skills, including hiring, training, direction, and motivation.
Needed Administrative/Managerial Qualities:
  • The ability to develop, direct, and guide the activities of a large team to be 100% focused on intentional, exceptional customer service – striving to ensure every customer encounter is dazzling for the customer
  • The talent and skill to contribute continuously towards building and supporting a strong, vibrant, and effective team atmosphere
  • The demonstrated ability to manage a complex 24/7 call center environment and its associated coverage schedule
  • The willingness to work varying hours and shifts, including weekends, holidays, nights, and on-call shifts
  • The drive of a self-starter who is highly engaged and able to get others to accomplish goals in support of organizational objectives and vision
  • The demonstrated ability to lead peers and effectively participate in team efforts
  • The experience of having developed and implemented effective training programs for both customer service and technical skills
  • Strong verbal and written communication skills including the ability to effectively communicate to all levels of the organization; customers, partners, technicians, managers, executives
  • Proven ability to perform well in high-stress situations
Technical Skills:
The following technical expertise is preferred for this position.
  • Good knowledge of IT systems and services, including developing and emerging technological trends in the industry
  • Strong experience with problem detection, root cause analysis, incident management, and other best practices and systems management methodologies
  • ITIL Foundations certification or ability to achieve certification within one year
  • Experience conducting effective functional, user experience, and integration testing for release readiness.
  • Ability to develop and implement a full-featured support plan: both with internal engineers, other departments, and external vendors
  • Demonstrable experience with monitoring and supporting complex IT service environments including diagnosing complex system dependencies
  • Excellent ability to manage outage situations including the coordination and direction of complex, cross-domain diagnostics and resolution activities
  • Ability to develop and deliver meaningful metrics and dashboards to enable data-driven strategic management decisions and encourage productive work at all levels
  • Willingness and ability to perform major incident management on-call