Operations Director
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.