Service Operations Lead/Manager

Are you ready to be excited about work again? Our culture is unbeatable. We embrace the team concept from our core outwards. If you want to work for a company that partners with their clients and shares success across the board then look no further. We may be a 30-year-old company, but we are modern to our core.

Standing desks, company lunches, and team events are just some of the simple perks that you will find here. Give up that 90-minute commute through brutal traffic, or the grind of riding the train, and enjoy working outside of the city. Get back up to 2 hours of your day by just not commuting. Plenty of great places to eat or drink just a few steps away and you will actually have time for a social life.

 
Be part of the team with a company in hyper-growth. All the opportunity and training that a small, fast growing company can give with benefits like a big company, but close to home. 

Service Operations Lead/Manager

Position: Service Operations Lead/Manager

Type: Permanent Full-time

Salary/Pay: Commensurate with experience

 General Summary:

Automation Concepts & Technologies is a Managed Service Provider (MSP) that manages all aspects of client’s computing environments and other technologies. As part of our service we also manage client/vendors relationship for our business clients. The Service Operations Lead will have direct involvement in the development and management of our technical services team. This includes providing leadership to the team’s technical staff, staff development, and measurement of our service processes to support our key business goals. The successful candidate will work as a member of the Management Team to develop and implement technical services strategies and processes as part of the company’s overall growth strategy. This individual will also have the responsibility of leading efforts in designing and implementing quality technical services, best practices, and methodologies to ensure client satisfaction.

 Essential Duties and Responsibilities:

The Service Operations Lead position is the key contributor in the success of client satisfaction and efficiency of our technical teams. This is achieved by hosting on-going meetings with the technical teams, refining processes to improve service delivery, monitoring & managing key business metrics, and managing the development of the professional services team’s skillsets.

 Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Lead efforts to develop overall Technical Service strategies, objectives and metrics which focusing on improving efficiency and automation.
  • Drive the highest levels of performance from each team member thru coaching, training and performance metrics.
  • Escalation point for technical support issues.
  • Ability to improve service delivery and participate in improving project offerings.
  • Improve process for management reporting of key technical support metrics and implement a targeted training development program for all technical services team members.
  • Ability to work on multiple priorities and/or projects simultaneously.
  • Strong customer relationship skills.
  • Organized, detail oriented and self-motivated.
  • Strong computer skills and the ability to effectively communicate through e-mail.
  • Ability to build positive and collaborative relationships.
  • Willingness to develop professionally.
  • Strong leadership, coaching, and organizational skills.
  • Well-developed written and oral communications skills including group presentations, group facilitation, personal coaching and customer communications.
  • Ability to collaborate, establish and maintain credible and influential relationships at all levels.
  • The ability to routinely multitask from the tactical to the strategic activities in a fast-paced environment.

Expected Outcomes:

  • Ability to work on multiple priorities and/or projects simultaneously.
  • Strong customer relationship skills.
  • Organized, detail oriented and self-motivated.
  • Strong computer skills and the ability to effectively communicate through e-mail.
  • Ability to build positive and collaborative relationships.
  • Willingness to develop professionally.
  • Strong leadership, coaching, and organizational skills.
  • Well-developed written and oral communications skills including group presentations, group facilitation, personal coaching and customer communications.
  • Ability to collaborate, establish and maintain credible and influential relationships at all levels.
  • The ability to routinely multitask from the tactical to the strategic activities in a fast paced environment.
  • The team will be graded on the profitability of the client agreements and on the amount of incidents that are able to be resolved before affecting the clients.

Educational/Vocational/Previous Experience Recommendations:

A minimum of 3 years of technical support and service management experience required.

Management of technologically complex, multi-disciplined and geographically dispersed teams

Working Conditions:

Normal professional, office environment.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

About Automation Concepts & Technologies, Inc.

Automation Concepts & Technologies, Inc. strives to provide the best comprehensive IT, Computer, and Networking services to small businesses. We can handle all of your organization's technology challenges, starting with planning, implementing, and supporting the IT solutions that are critical to your growth and success. Learn More

(508) 285-5080

500 East Washington Street
North Attleborough, Massachusetts 02760