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Operations Manager

Job Purpose

The purpose of the Operations Manager is to oversee and manage the Support Desk and Systems Engineering Departments. This will include overseeing the Support Desk queues, tickets and the Support Desk team. Prioritizing and escalating tickets as they come in to confirm client tickets are being responded to within a reasonable amount of time and finding new ideas to improve the both the Systems Engineering and Support Desk Departments. Responsibilities will also include overseeing and managing the Systems Engineering team. Supporting and coordinating the engineering team by assisting with scheduling, project management, and ticket follow-through.  

Duties and Responsibilities

Manage Support Board

  • Ensure lingering tickets are being reviewed and closed in a timely manner.
  • Schedule appropriate engineers to assist with tickets.
  • Review client responses and update tickets as needed.

Manage, supporting, coordinating and assisting Systems Engineering Team

  • Providing engineers with assistance to scheduling, providing other resources as needed, communicating with clients on behalf of engineers when needed.  

Technical Support

  • Customer Service and Professionalism is a must!
  • Troubleshoot and maintain computer networks based mostly on Windows 2012/2016/2019 Server Platform with Active Directory for small and medium sized businesses in and around San Diego County
  • Assist with technical support when needed. This may require after normal business hours, and/or during business hours if other engineering staff is unavailable

Prioritize/Escalate Tickets

  • Prioritizing tickets as they come in on the support queue to confirm that they do not linger and are responded to within our documented SLA.
  • Escalate urgent tickets if resources are needed, and/or escalating tickets to management if and when needed.

Backup Checks

  • Scheduling and ensuring backup checks are completed on a weekly basis. 

Project Management

  • Reviewing project throughout project time to ensure that engineers are not over budgeted hours, all tasks are completed, and project closes within expected time.  
  • Communicating with client regarding project steps, schedules, etc. 
  • Scheduling engineers and resources to projects as needed. 

New Client Setup

  • Ensuring that technical side of new client setup is complete: documentation, PSS (monthly maintenance of servers) schedule for PSA and PSS clients, etc.
  • Manage scheduling of monthly PSS tickets for all PSA and PSS clients and ensuring the tickets are completed.

Employee Development

  • Manage hiring process for Support Desk and Systems Engineering Department.
  • Training and supporting new hires within the Support Desk and Systems Engineering Teams.
  • Making sure the KTS New Hire Setup is complete before new employees start.
  • Manage team’s annual reviews.

Company Support

  • Work closely with the CEO on updating and creating company processes and procedures. 
  • Work closely with the Director of Bus. Development on account management. 
  • Manage and run weekly company meetings and ensure agenda is updated.  

KPI’s

  • Review and track KPI’s of Engineering Team and Support Desk Team, as well as projects.

Qualifications

  • Experience managing five or more engineers
  • Three or more years managing engineers
  • Work or have worked in the SMB market
  • Work or have worked in the MSP market, or have direct experience with MSPs
  • Able to think on the fly, adapt and overcome, and good w/conflict resolution
  • Able to hire good people and sense a good fit w/our culture
  • Hands-on position. Experience with Windows servers, networking, firewalls, switches, VoIP, backup solutions, virtualization, cloud products, etc.
  • Able to be technical resource to engineering staff as well as help occasionally.
  • MS Windows Server 2012/2016/2019 – Understanding of Windows Active Directory
  • Adding PCs to a Domain
  • DNS, DHCP, TCP/IP and understanding of IP routing
  • Disk/Image based/Cloud Backup solutions
  • AntiVirus applications and spyware removal
  • Network printer set up and configuration
  • Exchange 2013/2016/2019
  • Terminal Services (RDP)
  • Wireless routers/APs
  • Mobile phones (iPhones, DROIDs)
  • Maintain customer records, service tickets and product information within CRM system  

Working Conditions

Office

  • Most responsibilities and tasks are expected to be performed within the KTS Office. Working from a location other than the KTS Office or a Client is permitted on occasion. 

Travel

  • Work may require travel to clients at different locations other than the KTS Office, but mostly within San Diego County. 
  • Work may require business meetings at different locations other than the KTS Office. 

Hours

  • Work could vary from 40 – 45 hours per week and may require hours outside the normal 8am – 5pm business hours 
  • Weekend Support: minimum of 1 weekend day per month volunteered is required 
  • After hour emergency support: minimum of 1 week per 2 months volunteered required                                                                                                                                                                                                         

Physical Requirements

The Technical Operations Manager may be required to work long days with short lunches, and few breaks depending on the work load. He/She is responsible for overseeing the engineering staff, and support board and to ensure that there are no issues with client’s support needs/tickets. This may require him/her to work long periods of time to see that’s tasks and/or projects are completed.  

 

To Apply for the Operations Manager Position please email your resume to [email protected]

Testimonials

Testimonials

“We’re building a solid IT foundation to be able to go where we need to be for growth and success. I couldn’t be more pleased with KTS’s performance and progress on our IT Projects.”

Shawn Ellis, CFO Custom Logos

Testimonials

“Both company email migrations have were completed without a problem. Thanks to your team both transitions went smooth.Everyone with your group are both knowledgeable and professional, and you should be proud of the organization you are building.”

John Sonnen, IT & Security Director Child Safety Network

Testimonials

“We have been using KTS for our IT support for about a year now, and we are very pleased with the service we have received. Chris has been our first line person, and has been able to resolve issues quickly, and often remotely, which helps reduce costs. Our staff has really appreciated his fast response and resolution to the issues that have come up. We have also appreciated that there are other folks at KTS who can fill in if Chris is out. Thanks to all!”

Suzy Halleland, Executive Administrator Village Church

Testimonials

“I think you know we have been very happy with your service and are very grateful to have been referred to you guys. But on a more personal note, I want you to know that Kevin in your office has provided a service for us that is way over the top.”

Jeff Golumbuk, CEO Custom Logos

Testimonials

“I just wanted to thank you and your staff for the excellent service and work provided by KTS.  It has been night and day compared to our old third party IT consultant.”
Nick Walters, VP Project Management West Coast General Corp.

Testimonials

“I wanted to let you know that I am absolutely delighted with the service we have received from you and your team so far. I know we put you in a tough position with such short notice of having to jump in and take over, and we really appreciated that. But there are many other reasons as well. First, I’m so glad they discovered the hard drive problem right away, as that could have caused us a huge issue as you well know. Second, everyone that I’ve had the pleasure to work wi… Read more
Jo Barsa, CPA Barsa & Company

Testimonials

“Kazmarek is fantastic!  I’ve used every size of IT company over the past 20 years and Kazmarek is by far superior to all I’ve used.  We are extremely happy with their service and expertise.  One of the things I like most about them is that they have engineers available to respond to our prioritized needs but they also wanted to give us the best customer service possible so they went above and beyond and put in place an escalation plan so that if I feel the response time i… Read more
Marisa Janine-Page, Partner Caldarelli Hejmanowski Page & Leer LLP

Testimonials

“I have thoroughly enjoyed working with the Kazmarek team through the years! They are responsive and have a great team to work with, whether it’s day-to-day IT needs or special projects. ”
KC Martin, HR Director Full Swing Golf

Testimonials

“As a local San Diego business, we were looking to partner with another local business after our IT needs just weren’t being met with a nationwide provider. We could not be happier with our decision since KTS has been very swift, attentive, and collaborative with our IT needs over the past three years. Their engineers, support desk, and managers are patient and able to effectively communicate issues and solutions to a layperson which speaks volumes about their hiring and customer… Read more
Carrie Lamb, Project Manager Chuao Chocolatier

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