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MetroCSG, a leading managed and cloud services provider, is looking for an experienced Operations Manager to lead our growing services team. MetroCSG provides IT support and services to customers throughout the United States based on the Microsoft technology stack. We are experiencing rapid growth and the Operations Manager will play a key role in continuing to drive that growth and help improve our operational efficiency.
This role is a pure remote role and can be located anywhere in the United States, working hours are primarily Eastern Time Zone.
Reporting directly to the CEO, you will be responsible for the oversight of the service operations of the company, including the following:
Manage the daily activities of the service delivery team
Direction and oversight of the service delivery team
Responsible for development, implementation, and oversight of service desk ticket triage and workflows to minimize resolution times, maximize utilization, and drive customer satisfaction
Oversee and resolve customer satisfaction issues
Manage staffing to ensure appropriate service desk coverage
Daily time entry reviews to ensure proper service team utilization
Hiring and retaining talent
Proper staffing of the service delivery teams to drive maximum utilization and gross profit for current and future needs as growth continues
Identify areas of automation and work with the service desk to drive automation where possible
Develop and oversee training plans for technical staff against Microsoft Solution Partner certification requirements
Work with finance, projects, and sales teams to align scopes and service delivery
Assist Account Managers with business review preparation, customer efficiency, technology stack alignment, and customer retention
Responsible for overall customer satisfaction to reduce churn and create additional revenue opportunities within the customer base
Develop departmental key performance indicators (KPIs) and manage the team against the KPIs
Establish, track, report, and adjust planning for service delivery optimization
Remove obstacles and set up the team for success while holding them accountable for outcomes
Assist with annual budgeting processes
Create service reports to be shared with management as needed
What it takes to be successful at in this role at MetroCSG:
5+ years proven operational experience, preferable in a managed services organization with fully remote resources that are spread across multiple geographies and time zones
Experience managing fully remote teams
Self-motivated, resourceful, creative out-of-the-box thinker that naturally pushes to constantly improve systems, processes, and procedures to minimize non value-added activities
Solution-oriented (i.e., get stuff done in a fast-paced, multi-location environment)
Tech-Savvy (strong MSP systems background; ConnectWise knowledge helpful)
Superior organizational skills
Hands-on experience with managing service desks—ConnectWise, BrightGauge, and Automate are highly preferred
Strong written and verbal communication skills with customer service focused aptitude
Detail-oriented individuals who are team players highly self-motivated
Sharing our core belief system of Teamwork, Service, and Growth is table stakes for joining the team
Adaptable to change and willingness to learn different processes—it’s what the Growth core value is all Met!
Why MetroCSG?
Be part of something special—we are in high growth mode through organic growth and acquisition.
Career growth-your next role with MetroCSG might not be created yet—we are waiting for you to help us chart the way!
Robust ongoing training and development programs.
Standard medical benefits, 401(k) plan, Unlimited Approved Paid Time off to enjoy your time away from the office.
Creative benefits including Amazon Prime reimbursement, gym stipend, 40 hours of PTO for community service work, and your birthday off!
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