Job description

General:

The IT Ops Manager’s role is to oversee the general operation of the IT services we provide to our customers. They will be responsible for the quality and efficiency of ticketing system as well as resource planning for customer projects and quotes. Technicians, Administrators, Engineers, and Architects will report indirectly to this role.

Envizion IT Core Values

• Execute at a high level of TRUST (Alignment, Competence, Caring, Integrity)
• No employee is above level 1 support and will jump in when necessary to provide the level of service required to delight our customer.
• Service our customer with a high level of ownership, user empathy, personality and above all caring.
• Disciplined use of Envizion IT systems and checklists.
• Communication – write effective notes in tickets, document changes and improvements in the knowledge base. Verbal and written communications will be conducted at an appropriate length and creation time to cover relevant information without inflation/bloating.
• Spend money like it’s your own – Don’t buy or spend time on something you wouldn’t buy or spend for yourself.
• Conduct business in a manner that is aligned with Biblical Principles

Expectations:

- Team retention:

• Team is getting the appropriate coaching, Responsible for the growth of the Ops team
• IDPs are in place/Career path is defined for A players
• Reviews are completed accurately, appropriate time is given
• Individual employee recognition and caring for employees on a personal level

- Team has right equipment, knowledge, and hours to support the customers

• Hire/Fire well: People are in the right spots or get them off the bus
• Appropriate training and knowledge transfer are occurring
• All roles & responsibilities are filled, and proper backfills/succession plans are in place

- Support System:

• Ticket ownership/Triage is defined and systematized
• Support hours vs Project hours are staffed correctly
• Ticket/Project Prioritization/Escalation process defined and operational
• Training, Knowledge transfer (Client rotation) and Documentation
• Keeping the Envizion culture (Specifically service)

- Project & Quote Sprint Planning

• Resource planning to complete projects and quotes in required timeline

- Manages the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems

• Help identify holes in current solutions and works with Engineers and Customer Success Managers to produce the right technical solutions.
• Manages supplier relationships

- Team Billable hours > 75%

• Team is in the right size
• Team scheduling of Support time, Tasks/Project management

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Compensation package:

• Quarterly bonus

Experience level:

• 5 years

Schedule:

• Self-determined schedule

Ability to commute/relocate:

• Zeeland, MI 49464: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT management: 5 years (Preferred)

Work Location: One location

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