Mgr Technical Svcs Ops - PCC - Connection

Mgr Technical Services Operations

Working under minimal supervision of the Director, Technical Services Operations, referring only exceptional problems and issues for management review or approval, the Manager, Technical Services Operations identifies, plans and executes the needs of the technical services departments. Through daily interactions, the Manager supports technical services to ensure that SLA’s are being met and quality is maintained at the required levels to meet customer needs. The Manager is responsible for all Standard Operating Procedure improvements, LEAN deployments and Six Sigma initiatives, as well as ensuring that staff resources are coordinated in a fashion to facilitate high productivity levels. In addition, the Manager fulfills the role of department communicator through various forums such as meetings, emails, reports and one-on-one sessions with stakeholders. 

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.  Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.  We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellnessand Volunteer Time Off days. 

• Provides direction and daily support to the technical service team, as a subject matter expert (SME) on the department applications.
• Ensures all procedures are being followed around quality, SLA’s(Service Level Agreements), pre-production scheduling and operations
• Oversees daily configuration operations
• Develops new workflows and procedures as necessary to insure all work is being performed at optimal levels
• Ensures all capacity and scheduling is being adhered to
• Identifies, sources and procures the necessary tools for the staff
• Manages the training requirements of the departments
• Manages the departmental budget
• Mentors the supervisors and oversees daily activity
• Provides ongoing performance feedback, facilitates professional development, and completes annual performance evaluations of supervisors
• Manages and initiates all Standard Operating Procedure improvements, LEAN deployments and Six Sigma initiatives
• Develops and maintains the Lean Process Initiatives.
• Develops and maintains Six Sigma Methodologies for continuous improvement in Lab
• Reviews the departmental KPI data
• Monitors the Quality output to insure team is meeting the set standard goals.
• Serves as member of the Quality Steering team
• Assists the Director in documenting projects using tools such as word, project and PowerPoint
• Facilitates in cross departmental communication and growth
• Assists the Director in strategic planning for continuous improvements and new technology for TIDC.
• Assists the Director in developing new tools to increase capacity and scheduling within Technical Services departments.
• Assists in planning for business demand growth and market opportunities
• Reviews and evaluates analytics to adjust/compensate for un-forecasted business demands
• Provides support to Supervisors and the department director
• Assists supervisors with staff management by providing regular guidance and by reviewing annual performance evaluations
• Steps in to work with the Lead Technicians and coordinators to ensure successful completion of departmental work in absence of a supervisor
• Works with other managers to ensure all tasks are done successfully in absence of director
• Provides all departmental reports and data.
• Performs all other duties or special projects as assigned.

Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person".

• Bachelor's Degree or the equivalent of education and work experience
• Intermediate to advanced level knowledge of the following skills:
• Extensive knowledge of Microsoft Office products
• Strong Knowledge of corporate technology tools such as JD Edwards, PSN, Call Tracker
• Knowledge of the E1 application Suite.
• Knowledge of report generation tools (Pareto, KPI, MDI)
• Knowledge of workflow engine tools and concepts
• Attention to detail in composing, keying, and proofing professional business materials
• Project management skills with ability to assist with project scheduling, understanding Technical Services workflow
• Strong understanding of and working knowledge of the value added technology industry
• General business knowledge with ability to assist customers in improving their business goals by delivering high quality IT solutions.
• Proficient in the development of technical documents to insure all technicians have required information to perform image builds.
• Experience with Lean Process Implementation (Standard Operating Guides)
• Working knowledge of Six Sigma methodology (Continuous Improvement )
• Working knowledge of BPM (Business Process Management)