Operations Manager

Company Overview:
When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM
Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.
Position Overview:
To manage the performance of Level 1 and Level 2 services & support clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
What you’ll do as the (Operation Manager):
The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
An ability to balance and plan the short-term actions of the team.
Knowledge and understanding of all relevant industry standards.
Knowledge and understanding of best practices for service management.
Strong communication skills, including the ability to be influential and persuasive with stakeholders.
Provide regular feedback based on the periodic performance review.
Motivate team through timely rewards & recognition.
Mentor and coach team and staff.
Ensure staff compliance with company policies and measures.
Knowledge on Service management concepts – namely Tools and technique.
Ability to maintain high confidentiality with sensitive information and data and display integrity.
Experience in effectively interacting with employees or leadership team from internal or client organization.
Proactively manages risk and maintains proper documentation.
Ability to adapt quickly to changing priorities and conditions
Should be able to lead from front with no/minimum guidance
What you will bring to the team:
Experience – Minimum