Regional Manager - Texas - General Informatics

General Informatics is seeking an experienced and driven Regional Manager of Service to oversee and manage service operations across multiple locations within a designated region. This role is pivotal in ensuring exceptional service quality, strong customer satisfaction, and effective team leadership. The ideal candidate will be responsible for leading a team of service professionals, engaging directly with clients, and resolving any issues that arise. This role requires a strategic thinker with strong leadership skills, a deep understanding of IT services, and a passion for driving both team and customer success. This position works onsite in our office.

Key Responsibilities:

Service Operations Management:

• Oversee daily service operations across the assigned region, ensuring that all services are delivered efficiently and meet company standards.

• Monitor performance metrics to evaluate service quality, implementing improvements as needed to enhance customer satisfaction.

• Coordinate with service teams to ensure consistent and effective delivery of managed IT services, cybersecurity solutions, and cloud services.

Customer Engagement and Issue Resolution:

• Act as the primary point of contact for major clients within the region, maintaining strong relationships and ensuring their needs are met.

• Proactively engage with customers to understand their challenges and needs, providing tailored solutions that align with their business objectives.

• Lead the resolution of customer issues, coordinating with internal teams to troubleshoot and solve problems promptly. Ensure all customer concerns are addressed to their satisfaction, maintaining a high standard of customer service.

• Conduct regular follow-ups with clients after service delivery to ensure ongoing satisfaction and identify opportunities for improvement.

Team Leadership and Development:

• Recruitment and Onboarding: Lead the hiring process for service team members within the region, ensuring that the team is composed of skilled and motivated professionals. Oversee the onboarding process to integrate new hires effectively into the team.

• Mentorship and Coaching: Provide ongoing mentorship, coaching, and feedback to service managers, technicians, and support staff, fostering professional growth and development. Encourage a culture of continuous learning and improvement.

• Performance Management: Set clear performance expectations and goals for the team, conducting regular performance reviews to assess individual and team progress. Address performance issues promptly and constructively, ensuring that the team consistently meets or exceeds company standards.

• Team Collaboration: Promote collaboration within the team, encouraging open communication and knowledge sharing. Lead regular team meetings to discuss challenges, share best practices, and align on objectives.

• Motivation and Retention: Implement strategies to motivate the team, recognizing and rewarding exceptional performance. Focus on employee retention by creating a positive and supportive work environment, offering opportunities for career advancement and professional development.

Strategic Planning and Execution:

• Develop and implement regional service strategies that align with General Informatics’ overall business objectives.

• Identify growth opportunities within the region and work with senior management to expand service operations.

• Manage regional budgets, ensuring that service operations are cost-effective and meet financial targets.

Compliance and Reporting:

• Ensure that all service operations comply with relevant industry regulations and standards.

• Prepare and present regular reports on regional service performance to senior management.

• Stay updated on industry trends and best practices to maintain a competitive edge in service delivery.

Qualifications:

• Bachelor’s degree in Information Technology, Business Management, or a related field; a Master’s degree is a plus.

• Minimum of 5 years of experience in a managerial role within the IT services industry.

• Proven track record of managing service operations, leading teams, and resolving customer issues across multiple locations.

• Strong understanding of managed IT services, cybersecurity, cloud solutions, and IT infrastructure.

• Excellent leadership, communication, and interpersonal skills.

Additional Notes
Education, Certifications or Experience are all preferred but not required for consideration.?

Travel

This position will require occasional travel and some overnight trips.

Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances, and/or drive a vehicle to deliver and pick up materials.

The pay range for this position is expected to be between $85,000 and $175,000/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, Paid Time Off, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

General Informatics is an Equal Opportunity Employer/Disabled/Veterans