IT Operations Manager

Red River seeks an individual with the experience and leadership capability to manage technicians and engineers supporting Red River Managed Service RRMS clients. This position is responsible for the day-to-day delivery of services to clients and ensuring processes and procedures are in place for effective and efficient support of clients. This role will be vital in boosting end user experience by ensuring the smooth delivery of top-notch services that meet and exceed client expectations and Red River’s contractual commitments.

Primary Position Tasks: Listing of the primary tasks the position will be responsible for

Depending on the scope of the client contract, the SDM may report to an Account Manager (AM) or the Senior Director of Service Delivery. The distinguishing criteria for determining the reporting relationship is whether the SDM is embedded within the client’s operations or Red River’s operations.

Developing, with the AM, action plans resulting from root cause analyses, audits or other activities under the Service Level Agreements reached with clients.

Leading, coaching, and potentially managing dedicated service desk team made up of Tier 1 thru Escalation analysts operating both on-site at the customer location or from our remote operations center.

Developing, documenting, and refining service operating processes and procedures to drive improvements for more effective and efficient delivery.

Monitoring, measuring, and reporting on performance against SLAs and KPIs.

Delivering scheduled and ad-hoc Service reporting to management and clients

Assisting with managing IT projects that leverage delivery staff including Professional Services Staff.

Managing client escalations and satisfaction related issues

Providing guidance to direct reports, both first line manager and delivery-oriented employees.

Serving as an escalation point within Red River management for clients of Managed Services and resolving escalated issues in accordance with the Red River dispute escalation procedures.

Ensuring clarity around priorities and goals for business operations, procurement, asset management and customer facing functional areas.

Working across functions with peers in other accounts to ensure completion of shared goals.

Interacting with senior management for reporting, strategy development and execution planning.

Supporting Account Operations Management in the process of authorizing invoicing as part of contract management.

Reviewing monthly charges and invoices to assure the accuracy of service fees and other charges including accurate pass-through expenses.

Investigating variances relating to forecast expenditures or incurred expenditures.

Reviewing and providing input on any amendments or Changes that modify the Service Fees

Other business duties as assigned.

Knowledge, Skills and Abilities:

Proficiency in leading both physical and virtual teams

Ability to drive strategic direction.

Decision-making skills

Experience in dealing with third-party-provided services

Asset management expertise and procurement expertise

Project Management experience, certification is preferred

Strong organizational skills capacity to train and guide junior team members.

Proactive attitude

Minimum Education/Certification/Experience Requirements:

BS Business Administration, Computer Science, Engineering or other technical degree or equivalent experience.

Previous technical support and experience in IT infrastructure with focus on Data Center, Network, Cloud Computing, Unified Communications, and Cyber Security, Database Management.

Preferred Education/Certification/Experience:

Experience with IVR technologies

Experience with ServiceNow.

Ability to achieve public trust clearance.

5 years of management experience, up to 3 years of P&L management experience.

Knowledge of ITIL framework

Essential Elements (Mental; Physical; Equipment used):

Equipment Used: Personal Computer and other equipment associated with a general office environment (copier, telephone, fax, etc.)

While performing the duties of this job, the employee is regularly required to sit; use hands, talk, listen/hear. The employee is frequently required to type with hands. The employee is occasionally required to stand; walk and stoop, kneel, or crouch. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Special Requirements:

This candidate will operate from the client location or Red River offices. Remote work will be approved either short or long term on an individual basis.

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.

Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.

REQ-2800