Service Operations Manager
Echopath
Indianapolis, IN US
Posted ago
Echopath

Are you a process-oriented, efficiency-seeking operations professional who knows how to lead a service team in an IT organization? Do you knock down roadblocks to get your work done on time without missing deadlines or making excuses? Do you have a high level of confidence in your abilities and are always ready to learn more?

If you have read this far, we welcome you to learn more about our Service Operations Manager position.

Responsibilities:

Echopath is seeking a Service Operations Manager who will be responsible for leading a service operations team, developing processes and procedures, creating and assigning training materials to team members, and configuring software tools (PSA) for maximum team efficiency. The ideal candidate will be reliable, highly motivated, possess the ability to work well individually and within our team, have a desire to learn, and have a keen eye for detail and organization. 

Benefits:

  • Health insurance
  • Flexible Spending Account (FSA)
  • 401(k)
  • Life Insurance
  • Small work culture
  • Have input in a growing company
  • Newly renovated office
  • Paid Holidays
  • Paid time off

Must be a U.S. Citizen who resides in the U.S. and pass a background check

Equal Opportunity Employer/Minorities/Female/Disabled/Veteran/Sexual Orientation/Gender Identity (EOE/AA M/F/D/V/SO/GI)

Responsibilities

  • Manage, lead and mentor a growing service operations team (7-10 direct reports)
  • Develop standard operating procedures
  • Monitor adherence to service level agreements
  • Train employees on company procedures and processes
  • Audit work performed and customer service to ensure the company’s high standards, efficiency, and productivity goals are met
  • Develop customer and internal service dashboards
  • Monitor and react to service metrics
  • Communicate with customer point of contacts as needed
  • Achieve and maintain certifications as necessary
  • Special projects and other duties as assigned

Qualifications

Required Skillset:

  • Developing process and procedure
  • Configuring PSA and help desk solutions
  • Training
  • Developing and monitoring KPIs
  • Leadership
  • Customer Service
  • Strong creative thinking and problem-solving skills

Preferred Solutions Experience:

  • ConnectWise Manage PSA
  • BrightGauge
  • SharePoint
  • IT Glue

Requirements:

  • Bachelor’s degree in Business, Administration, or related field
  • 3+ Years of service/operations management experience
  • MSP industry knowledge is a plus
  • Proven experience with the Required Skillset for the position
  • Demonstratable track record leading a service team using KPIs
  • Ability to analyze and break down a process into parts and individual tasks
  • Strong interpersonal skills and the ability to effectively communicate (written and verbal) technical information to non-technical persons are a must

Compensation
$65,000 - $95,000 with incentive bonuses
About Echopath

Echopath is an Indianapolis, IN-based IT Managed Services provider. We deliver IT projects, systems administration, help desk, and strategic planning services to clients across the United States. Our team takes pride in ensuring clients get the best solutions for their businesses. By combining a deep understanding of technology and their organization, we become our clients’ trusted partners in IT.

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