Manager - IT Operations - Perfect Path, LLC, d/b/a Trajector Services

Overview:

Trajector is where purpose meets progress. We specialize in medical evidence services that become the compass our clients rely on while navigating the intricate terrain of disability benefits. Our calling is clear: to make a real difference, infuse passion, and enhance the quality of life for the disabled community. As part of our global community, you'll join a team of over 1,800 dedicated individuals, each contributing their unique talents to streamline the path to benefits. Urgency propels us, data empowers us, and every step is tailored to ensure those with disabilities access their rightful compensation. Join us in shaping stories of transformation, one life at a time.

 

Who Is AnchorSix? 
We are a Managed Service Provider (MSP) that offers exceptional IT services to a wide variety of external organizations. Headquartered in American Fork, Utah, we started over 20 years ago with a single focus of clientele in Utah and have since grown to work with companies all over the country! 
Our team aims to always execute at a high level, and right now that means continuing to provide the highest class service and support to our existing clients, while also expanding our reach to help even more people and businesses. We strive to foster a growth mindset and a team-oriented culture where we build not just a better company, but also a better you through career guidance and growth opportunities. 

Job Overview:

We are seeking an experienced Manager of IT Operations to lead and oversee our service delivery departments, including Help Desk and Centralized Services. This position is critical in ensuring that AnchorSix meets and exceeds client expectations through efficient operations, optimized workflows, and excellent service delivery. As the Manager of Operations, you will drive operational strategies, improve processes, and foster a culture of accountability and excellence. This position is onsite in American Fork, Utah with a schedule of Monday to Friday 8:00 to 5:00pm Mountain Time. 

About Our Perks, Compensation, & Benefits:

• $110,000 - $120,000 per year with quarterly bonuses based on performance with total compensation at a range of approximately $132,000-$145,000 per year. 
• Health benefits, 401k program fully vested in two years, education reimbursement, and more. 
• Paid time off, including 7 federal holidays plus 2 flex holidays for DEI. 
• Joining a rapidly growing organization. 

Responsibilities:

• Strategic Leadership: Define and implement operational strategies that align with company goals and service standards. 
• Service Delivery Oversight: Manage and support multiple departments (Help Desk, Centralized Services, and other service delivery teams) to ensure consistent, high-quality client support. 
• Process Improvement: Analyze current workflows, implement industry best practices, and identify opportunities for operational efficiency. 
• Performance Management: Establish KPIs and service metrics; monitor and drive performance against these metrics, ensuring accountability within all service departments. 
• Client Satisfaction: Actively promote and uphold client satisfaction through quality assurance and adherence to service agreements. 
• Team Leadership & Development: Mentor department managers, foster team collaboration, and lead training initiatives to maintain high employee engagement and growth. 
• Budget & Resource Management: Manage departmental budgets, ensure optimal resource allocation, and maintain cost-efficiency in operations. 
• Cross-Departmental Collaboration: Work closely with Sales, Account Management, and Technical teams to ensure cohesive and streamlined service delivery. 
• Continuous Improvement & Innovation: Stay up-to-date with industry trends, tools, and technologies; implement process changes and service upgrades that add value for clients.

Qualifications:

• Authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future. 
• Experience: 7+ years in IT operations management, preferably within an MSP or similar environment, with at least 3 years in a senior leadership role. 
• Technical Expertise: Strong understanding of MSP service delivery, including help desk operations, centralized services, and ITIL frameworks. 
• Leadership Skills: Proven track record in managing and scaling teams, with strong mentorship, communication, and interpersonal skills. 
• Analytical Mindset: Data-driven with experience in using KPIs and metrics to drive performance and accountability. 
• Client-Focused: Exceptional commitment to client service and satisfaction, with the ability to foster a customer-centric culture. 
• Education: Bachelor’s degree in Business, Information Technology, or a related field; or equivalent experience.  MBA is preferred. 

EEO Statement:

Trajector is an EOE/Veterans/Disabled/LGBTQ employer.