Job#: 3035634

Job Description:

Onsite Operations Manager

High Level Summary

The Apex Field Operations Manager will support the successful execution of managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role is responsible for directing all components of field service Desk Side Service Support. The incumbent will direct the coordination of technical and administrative support activities including installation, repair, preventative maintenance, and engineering change upgrades. Ensures adequate records and systems are maintained. Schedules personnel responding to critical situations. Maintains communication with solution management and specialists in resolving technical problems and/or bringing problems to the design department’s attention. The Operations Manager will oversee a field support team with specific field delivery scope.

As a People Leader the incumbent is responsible for all aspects of hiring and development of their direct reports.

Onsite Team Leadership

·      Review the work forecasts and determine productivity requirements to produce during the day to meet the overall building objectives.

·      Prioritize assigned day-to-day project support requirements to meet established Apex & Client Deliverables

·      Provides daily direction to Onsite Apex Team

·      Assess the Technical Capabilities of Team and makes pertinent recommendations.

·      Conducts Training Sessions to maintain technical staff capabilities.

·      Escalates Operational issues and provides updates to Apex Leadership. Apex Leadership will use updates to provide Project Status to Client

·      Escalates HR Related Issues to Apex Leadership and/or HR.

Operational Function

·      Works with the Internal & External Points of Contract to assess priorities and schedules.

·      Execute end to end (e2e) Standard Operating Procedures

·      Provide performance feedback to Apex Team 

·      Participates in IT Troubling Shooting sessions when necessary to resolve technical issues that Apex supports (via SoW).

·      Manages escalations from Apex Team Members and Intermediates brought to Operations Manager / Lead Technician for resolution.

·      Provide mentoring, training and guidance about troubleshooting and diagnosis to all other Apex Team Members.

·      Analyzes moderately complex to complex problems and takes corrective action to meet Apex / client Deliverables

·      Provide cross training and knowledge transfer amongst team members.

·      Assist in creating support procedures (SOPs documented processes).

Customer Satisfaction

·      Meets regularly with both Apex & client POC for Deliverable Status & Planning

·      Along with Apex Leadership performs detailed Root Cause Analysis on Dissatisfaction (DSAT) results.

Skill Requirements

·      Proven People Leader (Supervisory) experience with 5+ years managing field service operations / projects in the IT industry.

·      Requires firsthand knowledge in service delivery, help desk support, desk side support, knowledge management, and systems integration.

·      IT Hardware Deployment Project Management Experience

·      Excellent Customer Relation and Service skills 

·      Ability to manage remote Field Technicians & create a Apex Team Environment.

·      Experience & proven ability to monitor field service operational work / production results.

·      Requires ability to deal with ambiguity, project management skills, ability to motivate, and develop teams and individuals.

·      Good negotiation skills when interacting with third party suppliers.

·      Ability to interact effectively with internal and external contacts (Account Management, Deployment Team, Solutions Architect, Employees, and Venders).

·      Excellent people skills and ability to work collaboratively in a team environment.

·      Effective organizational and administrative expertise with strong mindfulness and reporting deadlines.

·      Ability to manage multiple projects simultaneously, either individually or in a team setting.

·      Proficient in Windows-based computer environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook.

Education / Technical Certificates 

·      Bachelor’s degree preferred.

·      Technical Certification -ITIL V4 

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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