your it department company
Company Overview:
Your IT Department is an Australian based MSP company, providing cloud-based IT services to small - medium businesses across Australia. We are committed to delivering excellent technical services to our clients and we are looking for an enthusiastic, forward-thinking Operations Manager to join our fun and friendly team in a full-time, long-term capacity.
I. ROLE DESCRIPTION
The Operations Manager is responsible for overseeing the delivery of IT services to clients, ensuring that
the service level agreements are upheld, and customer satisfaction is high. The Operations Manager also
manages the staff, budget, and resources of the technology services team, and coordinates the activities of
the commercial, operations and technical teams.
This position is managed by and reports to the Director (DIR).
II. RESPONSIBILITIES & DUTIES
Key Responsibilities and duties are as follows.
• Manage the day-to-day operations of the technology services delivery team, acting as the technical
authority for the team.
• Scheduling, assigning, and monitoring tasks for the technology services delivery team, providing
feedback and coaching as required.
• Ensure that the IT services are delivered according to the service level agreements, quality
standards, and best practices.
• Communicate with clients regularly, and handle any issues, complaints, or requests in a timely and
professional manner.
• Develop and implement policies, procedures, and processes to improve the efficiency, effectiveness,
and quality of the service delivery.
• Analyse and report on the performance, metrics, and trends of the service delivery, and identify
areas for improvement or innovation.
• Manage the resources, and inventory of the service delivery team, and ensure that the costs are
within the allocated limits.
• Coordinate with the sales, technical, and HR departments to ensure alignment and collaboration on
the service delivery goals and objectives.
• Assist with training and development of the service delivery staff and foster a positive and
productive work environment.
• Stay updated on the latest IT trends, technologies, and best practices, and ensure that the service
delivery team has the necessary skills and tools.
• Ensure compliance with the company policies, standards, and regulations, and maintain the security
and confidentiality of the client data and information.
III. RELEVANT QUALIFICATIONS
The following qualifications are considered as a minimum requirement for this role.
• Bachelor's degree in IT, computer science, engineering, or related field.
• Microsoft Certifications relevant to M365 and Azure administration
• 3CX Certification
• ITIL Certification
IV. SKILLS & EXPERIENCE
The following skills & experience are considered as a minimum requirement for this role
• Minimum ten years of experience in IT service delivery and team supervision, preferably in a
managed service provider environment with a AU/NZ/UK/US/CAN based organization.
• Proven leadership, management, and communication skills.
• Strong knowledge of IT service delivery methodologies, frameworks, and best practices, such as
ITIL, COBIT, or relevant ISO standards.
• Proficient in IT service management tools, such as RMM, ticketing and project management
systems.
• Excellent knowledge of current IT best practices
• Ability to work under pressure, multitask, and prioritize effectively.
• Excellent problem-solving, analytical, and decision-making skills.
• Customer-oriented, quality-focused, and results-driven attitude.
• Ability to work independently and collaboratively with cross-functional teams.
• Familiar with current technologies, such as Microsoft 365, Microsoft Azure, IT Security, VOIP
systems, Cloud-based collaboration & sharing services, AI platforms.
• Experience leading a successful team and consistently motivating and delivering results through
others.
• Strong leadership and interpersonal skills.
• Experience of working in remote technical support environments, both independently and as
part of a team.
• High level of written & spoken English
V. WORKING HOURS
This will be a full-time long-term position with opportunities for self and career development.
The working hours are from (8am - 5pm AWST) with 1 hour break from 12 pm to 1 pm, from Monday to Friday.
VI. Location
WFA - Work from anywhere
VII. Equipment & Setup
- YITD Supplied.
• Virtual PC hosted in Australia.
• Software required to perform the tasks.
- Contractor Supplied.
• Stable internet & power connections.
• Desktop PC or laptop running a current Windows or Mac operating system.
• Good quality webcam.
• Good quality headset & microphone.
• Quiet, distraction-free workspace.
If you are interested in this position and meet the criteria listed above, kindly fill out the form:
forms.office.com/r/x1JjaENGiS
Please note that we will only consider applications from candidates that hold some of the relevant skills and experience listed above. We look forward to hearing from you.
