Manager Technical Services Operations

<strong>Grow Your Career at Connection&nbsp;</strong><br /><br /><strong>Join a team where you make the difference. Enjoy a culture grounded by working together. Join a team whose future is bright. Your career opportunities are limitless.</strong>

Wilmington, OH


<strong>Founded in 1982, Connection delivers valuable IT services and advanced technology solutions to business, government, education, and healthcare markets. Today, we serve our customers through our staff of highly trained Account Managers, our team of on-staff experts, and our efficient procurement websites. We are also proud to offer custom-configured computer systems from a ISO 9001:2015 certified technical configuration lab at our distribution center in Wilmington, OH.</strong><br /><br /><strong>Our company has over&nbsp;<a href="">2,500 technical certifications</a>&nbsp;that ensure our experts can solve any customer need, no matter how complex. Additionally, our GlobalServe offering delivers global procurement solutions through our network of 500 suppliers in 174 countries.</strong>

keywords: position summary,department management,process improvement and quality,strategic planning,director and supervisor support,reporting,attendance,knowledge,experience,skills,organization,degree,project management,technical


Overview: <p>Working under minimal supervision of the Director, Technical Services Operations, referring only exceptional problems and issues for management review or approval, the Manager, Technical Services Operations identifies, plans, and executes the needs of the technical services departments. Through daily interactions, the Manager supports technical services to ensure that SLA's are being met and quality is maintained at the required levels to meet customer needs. The Manager is responsible for all Standard Operating Procedure improvements, LEAN deployments, and Six Sigma initiatives, as well as ensuring that staff resources are coordinated in a fashion to facilitate high productivity levels. In addition, the Manager fulfills the role of department communicator through various forums such as meetings, emails, reports, and one-on-one sessions with stakeholders.&nbsp;</p> <div id="gtx-trans" style="position: absolute; left: 176px; top: 26.7639px;">&nbsp;</div>
Responsibilities: <span style="text-decoration: underline;"><strong>Department Management</strong></span><br /><br />Provides direction and daily support to the technical service team, as a subject matter expert (SME) on the department applications.<br /> <ul> <li>Ensures all procedures are being followed around quality, SLA's(Service Level Agreements), pre-production scheduling, and operations</li> <li>Oversees daily configuration operations</li> <li>Develops new workflows and procedures as necessary to ensure all work is being performed at optimal levels</li> <li>Ensures all capacity and scheduling is being adhered to</li> <li>Identifies, sources, and procures the necessary tools for the staff</li> <li>Manages the training requirements of the departments</li> <li>Manages the departmental budget</li> <li>Mentors the supervisors and oversees daily activity</li> <li>Provides ongoing performance feedback, facilitates professional development, and completes annual performance evaluations of supervisors</li> </ul> <br /><br /><span style="text-decoration: underline;"><strong>Process Improvement and Quality</strong></span><br /><br />Manages and initiates all Standard Operating Procedure improvements, LEAN deployments, and Six Sigma initiatives<br /> <ul> <li>Develops and maintains the Lean Process Initiatives.</li> <li>Develops and maintains Six Sigma Methodologies for continuous improvement in Lab</li> <li>Reviews the departmental KPI data</li> <li>Monitors the Quality output to ensure the team is meeting the set standard goals.</li> <li>Serves as a member of the Quality Steering team</li> <li>Assists the Director in documenting projects using tools such as word, project, and PowerPoint</li> <li>Facilitates in cross-departmental communication and growth</li> </ul> <br /> <br /><br /><strong><span style="text-decoration: underline;">Strategic Planning</span></strong><br /><br />Assists the Director in strategic planning for continuous improvements and new technology for TIDC.<br /> <ul> <li>Assists the Director in developing new tools to increase capacity and scheduling within Technical Services departments.</li> <li>Assists in planning for business demand growth and market opportunities</li> <li>Reviews and evaluates analytics to adjust/compensate for un-forecasted business demands</li> </ul> <br /><br /><span style="text-decoration: underline;"><strong>Director and Supervisor Support</strong></span><br /><br /> <ul> <li>Provides support to Supervisors and the department director</li> <li>Assists supervisors with staff management by providing regular guidance and by reviewing annual performance evaluations</li> <li>Steps into work with the Lead Technicians and coordinators to ensure successful completion of departmental work in absence of a supervisor</li> <li>Works with other managers to ensure all tasks are done successfully in absence of the director.</li> </ul> <br /><br /><span style="text-decoration: underline;"><strong>Reporting</strong></span><br /> <ul> <li>Provides all departmental reports and data.</li> </ul> <span style="text-decoration: underline;"><strong>Attendance</strong></span><br /> <ul> <li>Employees are required to be present to perform the functions of this position.</li> </ul>
Requirements: <u>Education and Experience<br /><br />Degree requirements:<br /></u> <ul> <li>Bachelor's Degree or the equivalent combination of education and work experience</li> </ul> <u><br /><br />Major if applicable:<br /></u> <ul> <li>Electronics, Computer Science or Management</li> </ul> <u><br />Certifications, Licenses, or Registrations required, if any:<br /><br />Minimum years of career experience to qualify for the role:</u>&nbsp;10<u><br /></u> <ul> <li>Includes a minimum of 8 years (s) of work experience in progressively responsible roles in management, preferably in an IT environment heavily focused on customer service.</li> </ul> <u><br />Total years of career experience to be fully proficient:</u>&nbsp;15<u><br /><br /></u><br /><strong><u>Skills, Knowledge, and Abilities</u></strong><br /> <p><em>The minimum skills and/or competencies required to be successful in the position are listed below.</em></p> <p><strong><u>Technology</u></strong></p> <p><strong>Intermediate to advanced level knowledge of the following skills:</strong></p> <ul> <li>Extensive knowledge of Microsoft Office products</li> <li>Strong Knowledge of corporate technology tools such as JD Edwards, PSN, Call Tracker</li> <li>Knowledge of the E1 application Suite.</li> <li>Knowledge of report generation tools (Pareto, KPI, MDI)</li> <li>Knowledge of workflow engine tools and concepts</li> </ul> <p><strong><u>Business</u></strong></p> <ul> <li>Attention to detail in composing, keying, and proofing professional business materials</li> <li>Project management skills with the ability to assist with project scheduling, understanding Technical Services workflow</li> <li>Strong understanding of and working knowledge of the value-added technology industry</li> <li>General business knowledge with the ability to assist customers in improving their business goals by delivering high-quality IT solutions.</li> <li>Proficient in the development of technical documents to ensure all technicians have the required information to perform image builds.</li> <li>Experience with Lean Process Implementation (Standard Operating Guides)</li> <li>Working knowledge of Six Sigma methodology (Continuous Improvement )&nbsp;Working knowledge of BPM (Business Process Management)</li> <li>Extensive knowledge of Configuration services operations</li> <li>Extensive knowledge in Data Analysis</li> <li>General knowledge of IT sales processes</li> <li>Extensive knowledge of Pre-production (POD) workflows and processes</li> </ul> <p><strong><u>Other Behavioral Competencies</u></strong></p> <ul> <li>Adaptable with the ability to switch tasks based on shifting priorities and to deal with high-pressure projects and deadlines</li> <li>Excellent written communication skills with the ability to compose professional business communications via email, letter, and proposals.</li> <li>Strategic thinker in future-oriented terms who anticipates and considers external and internal elements with the ability to develop long-term plans to leverage resources</li> <li>Organized state of mind with the ability to document activities, anticipate problems, plan schedules, and monitor performance according to priorities and deadlines</li> <li>Detail-oriented with item by item focus, meticulous attention to detail with the ability to proofread for accuracy</li> <li>Interpersonal skills with the ability to work well with all levels of the organization</li> <li>Quick study with the ability to master a situation or learn new things with minimum direction or training</li> </ul> <p><strong><u>Additional preferred competencies or preferred qualifications, if any:</u></strong></p> <ul> <li>A strong work ethic for continued professional improvement and technical education/knowledge.</li> </ul>