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 requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• 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 12 years with minimum 5 years years in an Ops. Manager role.
• Education – Preferably PG / minimum Graduation in any discipline.
• Certification – ITIL & Six Sigma Certified
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• The ability to manage time effectively while setting the tone of the team through modeling and leadership.
• Proven abilities to work with data, analyze and draw inferences from the data available
• Ability to articulate effectively while reporting, creating minutes and action plans

Zones offers a comprehensive Benefits package.

While we’re committed to providing top-tier solutions, we are just as committed to supporting our own teams. We offer a competitive compensation package where our team member are rewarded based on their performance and recognized for the value they bring to our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life and a flexible leave policy to balance their work life.

At Zones, work is more than a job – it's an exciting career immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.