Operations Manager

PERATIONS MANAGER

WHO WE ARE

Apex Systems is a leading global technology services firm that incorporates industry insights and experience to deliver solutions that fulfill our clients' digital visions. We provide a continuum of services, including strategy and enablement, innovation and productivity, and technology foundations to drive better results and bring more value to our clients.?Apex transforms our customers with modern enterprise solutions tailored to the industries we serve. Apex has a presence in over 70 markets across North America, Europe, and India. Apex is a part of the Commercial Segment of ASGN Incorporated (NYSE: ASGN). To learn more, visit www.apexsystems.com .

At Apex Systems, we prioritize professional development, work-life balance, and fostering a collaborative culture. We value our teams well-being and recognize the importance of building strong relationships. That is why we organize regular team-building events and philanthropic days to give back to the community - fostering a sense of purpose and fulfillment among our team.

Join us for career advancement, innovative solutions, and a supportive environment focused on your success.

JOB DESCRIPTION

Apex is seeking an experienced Operations Manager with strong consultative skills to lead teams and engagements within the Managed Services Solutions Practice of the Solutions Delivery Organization. The Operations Manager manages a team of supervisors and is responsible for overseeing daily operations of multiple teams with various workstreams, ensuring the quality and efficiency of services provided. This role is responsible for directing all components of field service desk side service support. The Operations Manager works directly with the engagement delivery team, clients, vendors, and internal stakeholders to ensure expectations and requirements are met. This role will be responsible for leading teams to achieve client deliverables as well as managing and developing team members and contributing to the internal consulting practice. This role requires the candidate to be onsite full-time, in 2nd shift.

RESPONSIBLITIES

• Establish strong relationships with clients, industry professionals, and technical communities.
• Represent Apex Systems as leaders at industry and professional events, while developing and maintaining a robust internal and external customer relationship.
• Exhibit technical knowledge, skills, and effective professional consulting abilities.
• Foster trust and respect among internal and external stakeholders and model collaborative teamwork.
• Oversee and ensure all deliverables are met in alignment with the Statement of Work in collaboration with Engagement Manager, Client Director and other internal stakeholders.
• Manage, develop and mentor a team of supervisors; responsible for oversight of an organization of up to 300 individuals. Provide guidance, coaching, feedback, and performance evaluation mentorship for front line supervisors and other direct reports.
• Review the work forecasts and determine productivity requirements to meet overall building objectives. Monitor, analyze and drive the key performance indicators (KPIs) of the Support Centers, such as service level, customer satisfaction, productivity, adherence and quality.
• Identify and implement best practices, processes, and tools to improve the efficiency and effectiveness of the organization.
• Coordinate and communicate with the clients, vendors, and internal stakeholders on the scope, deliverables, timelines, and issues of the Support Centers projects.
• Collaborate with the engagement delivery team to ensure compliance with the policies, procedures, and standards of the Support Centers, the client and Apex.
• Collaborate with the engagement delivery team to manage budget, resources, and risks of Support Centers projects.
• Provide reports and updates on status and performance and offer recommendations.
• Collaborate with the engagement delivery team to resolve escalated issues, risks or conflicts. Maintain a high level of professionalism, compliance and confidentiality standards.
• Support the recruitment, training, and development of staff. Onboard new hires per Engagement Manager and Training Manager requirements. Assess technical capabilities of the team and make recommendations.
• Assist in creating support procedures, SOPs and other documentation.
• Demonstrate professional consulting skills, leadership abilities, and executive-level communication and presentation skills. Show adaptability and flexibility to meet business needs.
• Continually seek creative solutions and find new ways to add value. Understand client needs, proactively provide solutions, and approach challenges with a consultative, solution-focused mindset.
• Stay attuned to the future needs of the client and work with internal resources to identify opportunities.
• Stay updated on the latest products, services, technologies, and policies related to the technical support service.

JOB REQUIREMENTS

• 5+ years of relevant experience in operations support, managing large support or service teams, preferably in a consulting or outsourcing environment.
• Significant experience directly managing and supervising employees required.
• Requires firsthand knowledge in service delivery, help desk support, desk side support, knowledge management and systems integration.
• Bachelors degree in Business, Computer Science, Communications, or related field preferred
• Certification in ITIL, PMP, or other related fields is preferred.
• Strong knowledge and skills in customer service, project management, operations management, and business analysis.
• Proficient in using various tools and platforms for technical support, such as ticketing systems, remote access software, diagnostic software, etc.
• Proficient in Windows-based computer environment, specifically in Microsoft Office products.
• Experience Project Management tools, Ticketing tools, CRM tools, and other relevant software and tools.
• Excellent customer service skills, with the ability to handle difficult or irate customers with professionalism and empathy.
• Excellent communication, interpersonal, leadership, and problem-solving skills.
• Effective leadership skills, with the ability to motivate, inspire, and develop the team.
• Excellent analytical and problem-solving skills, with the ability to identify and resolve technical issues quickly and effectively.
• Excellent organizational and time management skills, with the ability to prioritize and multitask in a fast-paced environment.
• Flexibility and adaptability, with the ability to work under pressure and handle changing demands and expectations.

OUR AWESOME BENEFITS:

• Competitive salary
• Health, Dental and Vision Insurance
• Long and Short-Term Disability
• Life Insurance
• Vacation and Holiday Pay
• 401k Retirement Plan
• Training and Advancement opportunities
• Tuition Reimbursement
• Birthdays Off
• Philanthropic Opportunities
• Referral Program
• Partial Gym Membership Paid
• Team Building Events

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178 .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.