Operations Director

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Job Title:             Operations Director

Department:       IT

Reports To:         President / Chief Operating Officer

Summary

Position responsible for the successful planning, execution, management, delivery and client satisfaction of our managed IT, project, and cyber security service areas.  Position requires a strong leader who possesses excellent organization & administrative skills, understands P&L responsibilities, and manages to well-defined metrics.

Essential Duties and Responsibilities

  • Oversee all facets of operations related to managed IT, project, & cyber security staff, tools, and client engagements
  • Provide superior leadership to an expanding operations team
  • Hire & terminate technical staff, service manager & project manager positions
  • Develop & supervise technical training programs and certifications
  • Leadership development of direct reports
  • Provide consistent & timely performance evaluations
  • Reexamine position levels, compensation structures & recognition programs for improvement
  • Implement team building & other activities to keep morale high

 

  • Optimize utilization of resources at 80% or better
  • Monitor agreement profitability weekly to insure a margin of 60% or better
  • Attain Service Gross Margin levels endorsed by Service Leadership (SLI) as best-in-class (BIC)
  • Conduct a debrief meeting on every completed project to determine profit margin & discover lessons learned
  • Own client satisfaction (CSAT). Administrate the tool (currently Simplesat).  Maintain a client NPS score of 9 or better and a ticket survey score of 5 or better.  Immediate follow-up with clients whose score falls below the minimum.
  • Visit key clients quarterly to put faces with names and to strengthen relationships

 

  • Attend/Facilitate the weekly tech huddle meeting to review ticket issues & project statuses
  • Attend monthly leadership team meeting, update & report on operations metrics on company scorecard
  • Participate in the annual budget process and quarterly budget vs actual review & adjustments
  • Join the ITN Evolve Service Executives peer group and attend the quarterly meetings
  • Be passionate about learning new things and bringing new services, tools & ideas back to ACCi
  • Implement new services, tools & ideas (i.e. BrightGauge, display monitors, etc.)

 

  • Regular and predictable attendance
  • The ability to complete an assigned task in a safe manner and in a constant state of alertness
  • The ability to get along with co-workers, customers and others employees
  • Upholds company policies, including the prevention of harassment

Personal Attributes & Skills Necessary – 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.

Desired:

  • Trustworthy – uncompromised integrity and honesty in all dealings
  • Loyal – committed to staying long-term and making a career at ACCi
  • Professional – allegiance to the owners & understands the higher standards of this position (i.e. upholds confidentiality, avoids gossip & grapevine, etc.)
  • Bachelor’s degree preferably in Operations Management or MIS
  • Five plus years of successful experience managing at least a 5 person technical team

Knowledge & experience with the following:

  • Profitably managed a budget for an operations group
  • ConnectWise Manage
  • ConnectWise Command (RMM portal)
  • BrightGauge Dashboard & KPIs
  • MSPCFO financial performance
  • Strong Excel skills
  • Resource scheduling & dispatch portals
  • Project management, Gantt charts, scheduling & forecasting

General:

  • Working knowledge of computers, Windows operating systems, M365 apps
  • Inspirational leadership
  • Confidence, credibility, genuineness, positiveness
  • Excellent organization skills
  • Operational rigor, a process-oriented individual who is adept in project management
  • Excellence in business intelligence & analytics to measure performance through key metrics
  • Strong work ethic (willingness to do what it takes to get the job done)
  • Pride in workmanship & results delivered
  • Excellent communication skills (both written & verbal) and a good listener
  • Ability to collaborate both within their group and with others in the company
  • Ability to interact with business decision makers and to ease any client concerns
  • Responsiveness and effectiveness in addressing any difficult situations with clients
  • Ability to perform administrative tasks correctly & on time (i.e. arrive at work, timesheets, expense reports, etc.)

Please send cover letter and resume to hr@acci.com.