Assistant (IT) Operations Manager

Role Description

The Assistant Operations Manager is responsible for assisting with the delivery of IT services to clients, ensuring that the service level agreements are upheld, and customer satisfaction is high. The Assistant Operations Manager also helps to manage 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).

Responsibilities & Duties

Key Responsibilities and duties are as follows.

• Assist with management of 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, receiving and 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.

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

· ITIL Certifications

Skills & Experience

The following skills & experience are considered as a minimum requirement for this role:

· 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 and 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.

· Ability to thrive in a fast-paced environment and handle change effectively

· A strong desire to learn and grow, demonstrating curiosity and initiative in their role

Working Hours

This will be a full-time long-term position that offers significant career growth with a pathway to an Operations Manager role.

The working hours are from (8am - 5pm AWST) with 1 hour break from 12 pm to 1 pm, from Monday to Friday.

Location

WFA - Work from anywhere

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:

https://forms.office.com/r/MPbWLk73v2

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.