Operations Manager, Managed Plus - Orlando, United States - Presidio

Description

COME BUILD YOUR FUTURE WITH PRESIDIO

We know technology is the key to success in a connected world. The innovative solutions we provide our clients can unlock possibilities that transform their business. While technology permits that connection, technology without imagination and ingenuity cannot be effective. At Presidio, we know that it's our people that make the connections happen.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading North American IT solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

THE ROLE: Operations Manager, Managed Plus

Presidio is seeking an Operations Manager to join our Managed Plus Operations team. This position has responsibility for operational and management related tasks for the Presidio Managed Plus Engineering Team. Primary focus is on daily operations across customer dedicated engineering teams to ensure SLAs and expectations are met through effective queue management, task assignments, and escalation procedures. The position also provides support for customer on-boarding, Incident Reviews and process development as determined by business requirements. The role directly manages customer dedicated technicians and project coordinators.

Travel Requirements:

This role is remote with minimal travel up to 10%.

Job Responsibilities:

• Responsible for managing daily operations and projects of the engineering teams
• Responsible for monitoring the task assignments to ensure performance objectives and Service Level Agreements are being met
• Provide regular status reporting to clients as Presidio leadership to keep them informed about issues, impediments, escalations and necessary resources
• Manages resource planning and assignments by partnering with internal staff to determine the project approach, staffing, responsibilities, and schedules according to the project timeline
• Ensures effective communication between all parties involved in the project and day to day operations
• Creates and maintains project Implementation plans, risk mitigation plans, design documents, status reports, and all other project management-related documentation. This includes updating all internal systems to ensure all documented information aligns with the current project status
• Serves as initial Operational Management escalation point for any necessary internal or external issues, to be engaged when operations requires customer-facing representation
• Responsible for notifying the Senior Operations Manager of any strategic escalations or outages based on the service management best practices
• Responsible for working with engineering teams, clients and Presidio leadership to develop and update operational processes
• Responsible for working with vendors as needed to ensure customer support needs being met
• Assists as needed in the development of vendor management engagement and escalation processes and knowledge documentation
• Develop operational reporting and implement action plans to achieve SLA/KPI targets
• Responsible for proactively reviewing overall team performance and taking appropriate steps to meet Service Level Agreements
• Responsible for individually assigned strategic customer accounts to provide additional operational oversight, review and monitoring of ongoing and completed incidents to drive customer satisfaction and Service Level Agreement achievement
• Works with Service Delivery and other teams to handle customer escalations and ensure appropriate Operational response and attention.
• Responsible for Incident Review write-ups for escalations regarding Operational performance or incident handling
• Responsible for directly managing engineering teams:
• Responsible for completing performance and personal objective reviews of Operations Technicians
• Responsible for providing additional review and auditing of individual Operational performance
• Submits individuals to Operational Leadership for performance-based assessment and merit when appropriate
• Assists with new hire candidate review and interviews
• Responsible for participating in weekly Operational Management review of ongoing escalations, process improvements and other staffing discussions.

Required Skills:

• 3+ years' experience utilizing a ticketing system such as Remedy, ServiceNow or Service Desk
• Possesses proven leadership qualities within a complex operations environment
• Strong client-facing skills and customer interface experience at the Manager level to drive customer satisfaction and handle issues when they arise
• Experience with direct coaching and strong potential for people management
• Strong production environment understanding and background
• Adherence to SLAs and commitment to customer satisfaction
• Strong cost management and project management skills
• Good organizational and supervisory skills
• Excellent verbal and written communication skills
• Ability to work in fast paced environment
• Ability to manage within a 24 x 7 NOC environment to support customer and internal team needs.
• ITILv3 Foundation (preferred, but expected to obtain within nine months of hire)

Additional Desired Skills:

• 2+ years' experience maintaining, utilizing, and troubleshooting Network, Voice and Datacenter Platforms
• Hands-on work or educational experience working with routing protocols MPLS, Multicast, GRE, VoIP, HSRP, QoS, L2 switching, etc.

Education and Experience:

• Bachelor's degree or the equivalent work experience and/or military experience
• 5+ years' work or educational experience providing Service Desk or Network Operations support
• 3+ years in a Network Operations or Service Desk supervisory role

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ABOUT PRESIDIO

Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DEI change process across all levels of the organization.Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.

Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients' IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40+ US offices and offices in Ireland, London, Singapore, and India.

For more information visit:

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Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

To read more about discrimination protections under Federal Law, please visit:

If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to for assistance.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to

RECRUITMENT AGENCIES PLEASE NOTE:

Agencies/3 Parties may not solicit to any employee of Presidio. Any candidate information received from any Agency/3 Party will be considered a gift and property of Presidio, unless the Agency/3 Party is an Authorized Vendor of Presidio with an up-to-date Presidio Contract in hand signed by Presidio Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Presidio Talent Acquisition to engage in recruitment efforts for Presidio.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)