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  » Posted on: 18-12-2017

Position or Job Title Operations Manager
Company CV-Library Ltd
Recruiter Reference itjobspost/207069376
Position Location (City) Loughton, Essex
County/Area Essex
Country United Kingdom
Company Profile Contact Recruiter

Description & Requirements

Job Description
Operations Manager

SALARY: 35-40k Depending on experience

LOCATION: Loughton, Essex,

HOURS: Monday to Friday, 9am to 5:30pm

My client who is a well-established Retail & IT services company, providing an outstanding service to a growing number of clients throughout the UK is looking for a competent and intelligent iOperations Manager to join our team to ensure the smooth running and support of Retail solutions across our client base. Someone that is able to demonstrate qualities of management, accountability, good attention to detail, fast learning, good with customers, self-motivated, the ability to multi task and prioritise with a can do attitude and adaptable approach to varying tasks. To be responsible for the managing, delivery and support of remote and on-site support to a range of different customers in the Retail industry ranging in various vertical markets such as apparel, jewelry, footwear plus many more. All support calls are to be logged and up to date via our in-house ticketing system. We also provide IT support meaning a good IT background is required.

Prime Responsibilities

 Manage and organize the Retail & IT Operations department including helpdesk, build, projects, training and projects teams.

 Hold regular operations meetings  Ensure the teams are following the operations procedure

 Going through all support and project tickets in Connectwise and ensuring they are being attended to.

 Ensuring SLA’s are meet  Ensuring all staff in the operations team are inputting a minimum of 5 hours worth of time entries daily in Connectwise  Administrating Connectwise

 Managing the after hours support rota, Managing Retail Projects  Scheduling Operations team in the support calendar  Learn and become re-certified in Retail Pro 9 Series, Learn and become certified in Retail Pro Prism within 6 months  Provide support & Implementation services to clients using Retail Pro

 Onboarding clients and documentation

 Learn other Retail Solutions we provide to provide support and implementations services

 Onsite break fix call outs from time to time, Onsite installation work

 Training staff and clients

 To follow our processes and procedures whilst working on our helpdesk working environment

 Provide support on Microsoft operating systems, including Windows Server 2008 & 2012 and Windows 7, 8 & 10.  Provide support to those using Microsoft Office applications.

 To resolve escalated tickets to you and escalate to line 3 or suppliers if you are unable to resolve them  Ensure the line 1 team are managing and monitoring the support mailboxes

 Manage your emails and reply to emails you receive within the same day

 Provide clear and concise documentation and record information in the service desk system Create Help Guides, Knowledgebase documents, and change documents

 Provide excellent customer focus and ability to build rapport

 Work unsupervised and manage assigned workload and priorities

 Proactively research alternatives and solutions to issues and take action.  Review reports that come in from Connectwise and give your input on patterns and trends

 Send quotes from time to time to clients

 Hold one to one sessions with staff to ensure they are working to our expectations  Holding quarterly review meetings with operations staff

 Resolve all client’s technical issues promptly and effectively ensuring high first time fix rate

 Keep clients informed of incident progress, notifying them of impending changes or agreed outages

 To ensure configurations, contact information and assets are kept up to date in real time

 Prioritize and manage multiple tickets at any one time based on priority

 Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

 Ensure high customer service, perception and satisfaction

 Responsible for entering time ConnectWise as it occurs

 Enter all work as service tickets into ConnectWise

 Fast turnaround of customer requests (Time To Resolution)  Liaising with the client throughout the lifecycle of the service ticket  Constantly seeking ways to improve consistent delivery of service

 Ensure a good working relationship and rapport with other staff members

 Accurately log all service tickets and time spent

 Report directly to the CEO Capabilities The job holder must display the following:  Good management skills  Good analytical and problem-solving skills

 Good Project Management Skills

 Good Customer Service Skills  Attention to detail

 See tasks through to completion

 Exude a friendly presence and helpful attitude  Have good interpersonal skills and able to work well with others

 Have excellent verbal and written skills

 Maintain a professional demeanour at all times

 Ability to visualize a problem or situation and think abstractly to solve it

 Ability to handle constantly changing work pressures

 Remain productive during slow times

 Be able to multitask effectively during busy times

 Exercise patience and professionalism during stressful situations.

 Ability to work responsibly without direct supervision

 Be enthusiastic and willing to work overtime when required KPIs

The success of the job holder will be assessed against the following:

 Complete tasks and tickets by Due Date and within SLA’s

 Number of complaints that come in from customers

 How the operations team is performing  Project Management and delivery Review

The job holder will be reviewed every 3 months in terms of their ability to establish and develop in this vital role. How you can go above and beyond

 Mastering Connectwise by using the university to learn about the solution

 Mastering NABLE by using the university to learn about the solution

 ERP Skills and knowledge of the cycle  CSS Skills  HTML  SQL Skills

 Oracle Skills  Obtain a customer services certification

 Obtain a management course certification

Required Skills
See listing
Nice To Have Skills
See listing
Required Qualifications
None Listed

Additional Details

Employment Authorisation Type of Position
See listing Permanent
Salary and Package
£35000 - £40000/a
Start Date Required Experience
See listing
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Required Education
Other