Site Operations Manager

The Technical Operations Manager oversees the day-to-day output environment needs of customers, collaborating closely with client contacts, end-users, and other resources to meet Service Level Agreements (SLAs). This role involves creating and implementing operational practices, generating advanced MS Excel reports, monitoring service levels, and acting as the primary point of contact for the customer. Additionally, the Manager facilitates process improvements, coordinates with project teams, conducts status meetings, and provides training and support as necessary. 

Requirements:

- Must have advanced user experience with MS Excel (Pivot Tables, Macros, and VLOOKUP) and experience as a Support Specialist, Support Specialist, Deskside Support, Help Desk or other Printer Support position.

- Technical skills to include software driver implementation, network management, IP protocols, and basic network protocols

- Working experience with Service level Agreements (SLAs)

- Strong customer service experience

- Develop continual process improvements within Managed Services structure

- Work closely with Operations and Project Team’s during implementation and deployment of print technology and support services, including inventory collection and management, IMAC tracking, and consumables management while monitoring adherence to all SLA’s

- Facilitate weekly/monthly status meeting, providing timely and accurate update on project status, conduct monthly/quarterly/annual performance reviews as needed

- Create Implementation Procedures Manual and Escalation Process Procedures

- Provide reporting metrics and tracking data as required to fulfill SLA’s

- Develop and implement processes for managing core business activities i.e., consumable and asset management, asset tracking and technical support

• Develop and document implementation plan for each additional phase of business