IT Operations Manager

WHO WE ARE:

POSITION OVERVIEW:

We are seeking a highly motivated and experienced operations manager to join our team to manage support agents across multi-disciplined support areas. This role will involve day to day management of support engineers across four key areas: Audio/Visual (AV) conference room support, Level 1 network infrastructure support, Tier 1 service desk operations and logistic operations for India. You will play a critical role in ensuring we deliver a best-in-class service to our customer.

WHAT YOU'LL DO:

• Strategically plan and manage logistics, warehouse, transportation and customer services.
• Direct, optimize and coordinate full order cycle.
• Responsible for planning, developing, organizing, and leading a regional team & enhancing overall service level and satisfaction.
• Extract and analyse daily performance reports, evaluating the performance and quality of both internal and third-party logistics suppliers (3PLs).
• present findings to senior management and develop and implement plans for performance improvements.
• Keep track of quality, quantity, stock levels, delivery times, transport costs and efficiency.
• Oversee and manage recruitment and new hire on-boarding across all regional locations.
• Train, mentor and manage all personnel HR issues in the region.
• Responsible for ensuring the team is performing break fix (user reported incident) tasks within target SLA response window.
• Responsible for maintaining accurate management of all incident tasks, projects, and requests performed.
• Responsible for ensuring the team is performing maintenance and repair tasks on all VC gear to maintain uptime and address all primary issues.
• Remove roadblocks for Tier 1 support team as issues arise, work with Indeed to resolve.
• Work with the Global Management team and to create and maintain globally consistent operational processes and procedures and training documentation.
• Responsible for developing efficiencies within the process workflow, to ensure all technician time is used effectively.
• Monitor operational dashboards and reporting for service health and escalate appropriately.
• Utilize the reporting data to recommend and execute continual service improvement initiatives.
• Lead and Inspire: Motivate and mentor your team, fostering a culture of continuous improvement and a positive learning environment.

 WHAT YOU'LL NEED TO SUCCEED:

• Strong leadership capabilities and the ability to work independently.
• A proven track record in a customer facing IT environment.
• Strong customer focus
• Experience supporting Jira, Slack, Google Suite, Okta verify and Apple product set.
• Technical understanding of the following: Networking, WiFi, Mac OS, Cisco, Linux, Windows and Audio visual set up and support.
• Strong understanding of service desk concepts and incident management process.
• ITIL qualification desirable.
• Supply Chain management qualification desirable.
• Communication: Outstanding written and verbal communication skills – you know how to build strong relationships with suppliers, colleagues, and stakeholder
• Pro-active, service-oriented mindset and a strong focus on the quality of work
• People orientated individual who can motivate others to thrive in a global team environment and contribute positively to a dynamic work environment.
• 5+ years managing a service desk is a must.
• 3+ years leading a service desk.
• 2+ years logistic management.
• Experience of implementing warehouse Standard Operating Procedures and processes.

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal-opportunity employer. We invite you to consider opportunities at EOS regardless of your gender, gender identity, gender reassignment, age, religious or similar philosophical belief, race, national origin, political opinion, sexual orientation, disability, marital or civil partnership status, or other non-merit factor.