Manager

• Manage projects and tasks for a team of operators in support of the above role.
• Provide technical and strategic leadership to the team.
• Establish day-to-day operational procedures that align with customer needs.
• Work with the management team to develop a strategic vision.
• Manage the day-to-day operational staff activities and assignments as well as all Service Operation Center functions and personnel.
• Monitor staff progress, report status, and metrics.
• Utilize resources to ensure 24X7 operational support is in place.
• Participate in the development and management of operating and capital budgets.
• Participate in all personnel management functions, including hiring, terminations, personnel evaluations and performance reviews, including disciplinary action when required.
• Train, coach, and mentor Service Desk Analysts and other staff.

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