Technical Operations Manager
Full-time
Location
Jersey City, NJ, USA
Job Type
Permanent
Industry
Manufacturing & Operations
Remote/Onsite
Must Be Onsite
Experience Required
8 - 12 Years
Education Required
Higher Education
Required Skills
See JD
Job Summary
Technical Operations Manager Summary: We are currently interviewing for a Technical Operations Manager. The successful candidate will be a seasoned support manager with experience leading a team of IT Professional in the installation and support of our products. We are a leading developer of digital recording and AV technology for government venues. This is a challenging position managing both local and remote staff in a variety of technical disciplines. Our ideal candidate will have at least 5 years of experience managing infrastructure implementation projects and the support teams and processes to execute those projects successfully. As the Technical Operations Manager, you are the endpoint for all services operations and the senior client-facing resource for pre-sales, installation, and support services. Client satisfaction is your theme in every aspect of your activities and efforts. Responsibilities include providing the day-to-day management of the technical support staff and ensuring quality and timely support of customer requests and rapid, successful deployment of staff to customer locations. This position encompasses systems installation and integration, project management, training, and customer support responsibilities. Secondary responsibilities include hiring and mentoring technical staff. Scheduling of projects, technicians, and equipment deployments. Developing and managing vendor relationships to negotiate and procure products lines and services. This is NOT an IT Manager or Network Manager position. Job Duties: • Manage a team of 9-12 IT technicians, local and remote • Manage Support including phone, remote and onsite. • Escalate and communicate customer requests for software changes and technical issues found in the application to Clients Management Team • Responsible for documenting installations for the customer and other technicians • Test new software releases (post-QA) in real-world environments • Research technologies and products that benefit Clients and support our business strategies • Develop technical notes, FAQ’s, knowledge-base and other technical information for Client’s products • Ability to manage cross-functional team processes including development, technical support, installations, and office administration • Develop procedures and processes for support operations • Negotiate with vendors for the best possible price points • Continuous evaluation of customer needs and projection of support thereof • Formally evaluate staff on an annual basis • Other duties that may be assigned by the President, including meetings and training • Interviewing and evaluating candidates for support positions Minimum Experience Requirements: • 5 + years in a role with customer support management responsibilities • Strong project management skills • Strong networking knowledge • Knowledge of protocols: SMTP, DNS, FTP, TCP/IP • Experience with SQL administration and disaster recovery • Proven attention to details and follow-up • Technically proficient with Microsoft Windows Server and workstation products, SQL, Networking • Strong written and verbal communication skills • Strong diagnostic and troubleshooting skills • Some knowledge of audio/video signal flow a plus • Ability to show good judgment • Strong management and leadership skills Minimum Educational Requirements: • Bachelor’s degree or equivalent is required to fill management and business needs Travel and Background Requirements: Some travel is required, as is the ability to pass background checks through the FBI, local, Interpol, and other agencies as needed. Possession of a valid passport is required or the ability to get a passport. Personal Characteristics: • Passion to proactively seek ways to make our customers happy. • Entrepreneurship, sense of urgency: The successful candidate will possess a high energy level which allows them to react to situations quickly and decisively, possessing self-confidence. • Indomitable work ethic: The successful candidate will reject setbacks and will enthusiastically persist until any problems are resolved. The candidate will be resourceful and innovative in tackling complex technical issues. • Image and presence: The successful candidate will have significant exposure to the customers and industry partners alike and must project the professional image of the Company, both internally and externally. • Creativity: The successful candidate can think outside the box to solve problems • Accountability: The successful candidate should be a results-oriented team player who leads by the example, holds themselves accountable for performance, and takes absolute ownership of issues and champions all aspects of installation and support. We offer an excellent work environment, convenient location, competitive compensation, and good benefits, including health, dental insurance, and a matching 401K plan.
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