Operations Support Manager Remote

: Operations/Support Manager

We are seeking an experienced and highly skilled Operations/Support Manager to join our team. As an Operations/Support Manager, you will be responsible for overseeing products post deployment, ensuring smooth operations, efficient support, and customer satisfaction. You will also manage day-to-day IT operations internally. Responsibilities include managing software access & licenses, vendor management, device management, assisting with security audits, and creating SOPs. The ideal candidate should have a minimum of 5 years of experience in operations and support management, with a strong track record of successfully managing and enhancing post-deployment processes.

Responsibilities:

• Incident and Problem Management: Develop and implement incident and problem management processes, ensuring prompt resolution of technical issues and efficient root cause analysis to prevent recurring problems.
• Process Improvement: Identify process gaps, bottlenecks, and inefficiencies in post-deployment and internal operations. Develop and implement process improvement initiatives to enhance operational efficiency, reduce costs, and improve customer satisfaction.
• Support Team Management: Lead and manage a team of support professionals, providing guidance, training, and support to ensure the team delivers high-quality customer support and meets performance targets.
• Operations Management: Oversee the day-to-day operations of products post deployment, ensuring smooth functioning, adherence to service level agreements (SLAs), and efficient resolution of operational issues.
• Customer Satisfaction: Maintain a customer-centric approach, prioritizing customer satisfaction and managing customer escalations effectively. Foster a culture of proactive support, timely communication, and continuous improvement in customer experience.
• Manage day-to-day IT operations internally. This includes license and vendor management, helping with audits, SOPs creation, device management, etc.
• Performance Monitoring: Establish key performance indicators (KPIs) for support operations and continuously monitor and analyze metrics to identify areas for improvement. Take proactive measures to optimize performance and meet or exceed SLAs.

Qualifications:

• Strong leadership and team management skills, with the ability to motivate and inspire support teams to achieve high levels of customer satisfaction.
• ITIL certification is a plus.
• Proficiency in using support tools and systems to track, monitor, and report on support operations and performance.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with both technical and non-technical stakeholders.
• Excellent problem-solving and decision-making abilities, with a focus on proactive issue resolution and continuous improvement.
• Knowledge of incident and problem management methodologies, with experience in implementing effective processes for issue resolution and root cause analysis.
• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field. Relevant certifications are a plus.
• Proven track record of successfully managing and enhancing post-deployment operations and support processes.
• Strong customer-centric approach, with a deep understanding of customer support best practices and techniques.
• Minimum of 5 years of experience in operations and support management, with a focus on post-deployment product operations.

• If you are a results-oriented Operations/Support Manager with a passion for delivering exceptional customer support, optimizing post-deployment processes, and driving continuous improvement, we invite you to join our team. Apply now and contribute to our mission of providing outstanding product operations and support to our valued customers.