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.