Director of Operations

We're on the hunt for a dynamic and experienced Director of Operations to join our fast-paced, growing managed service provider crew at Premier Networx! As a managed service provider, we provide proactive IT support to our SMB clients in the greater Augusta area.

Our Culture - We emphasize the importance of education and continuous improvement. We strive for personal and professional growth through teaching, training, collaboration, and perseverance. Our belief in the value of knowledge drives us forward. We understand that the skilled services we offer are our product, and our top priority is to provide exceptional service to our clients with genuine care for their satisfaction.

Our People

• We strive for excellence in everything we do.
• We always aim to make a positive impact with each other and our clients.
• We have a passion that drives us to learn and grow continuously.
• We are more than just a company; we're a family of tech enthusiasts who bring a fun and dynamic energy to the workplace.
• We are dedicated to creating a supportive and inclusive environment where everyone feels valued and respected.
• We believe together, we can achieve great things.

Our Core Values define who we are and guide our actions:

• Integrity – we do what is right.
• Loyalty – we stand by our commitments and are dedicated to those we serve.
• Respect – we treat others with dignity and value their contribution.
• Passion – we are driven and committed to our work and goals.
• Adaptability – we are flexible and open to change, always seeking new and better ways to be successful.

Objectives of this role

• Collaborate with senior managers in developing performance goals and long-term operational plans.
• Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration.
• Set strategic goals for operational efficiency and increased productivity.
• Work with project managers in the development of financial and budgetary plans
• Analyze current operational processes and performance, recommending improvement solutions where necessary.

Responsibilities

• Build and lead a team of IT Operations and Service Management staff.
• Create the IT Strategy and roadmap, effectively defining and delivering on new SOPs, process improvements, and projects.
• ITIL: Lead the design, implementation, and enhancement of ITIL processes like: (More to follow).
• Identity & Access: Oversee secure identity and access management and data protection programs in conjunction with the InfoSec team to enforce policies and uphold data integrity.
• Manage the IT Ops departmental budget.
• Vendor Management: Build/maintain relationships with software and hardware vendors and service providers.
• Directly participate in IT improvements and support as required (i.e., be hands-on).
• Establish seamless processes to onboard, change, and offboard resources from IT services.
• Own and maintain core IT applications, including: (More to follow).
• Document and enforce new and current IT policies and procedures.
• Measure, monitor, and maintain the team’s ability to meet or exceed contact and resolution Technical Service Agreements (TSA).
• Proven ability to successfully recruit, manage, motivate, and develop high-performing teams.
• Negotiates and influences the opinions and decision-making of internal senior leaders on matters of significance to the division.
• Proactively communicates with leadership about progress and outcomes and how strategy and contributions support higher-level priorities and initiatives.
• Focuses on the team’s communication and productivity.

Requirements

• Bachelor’s degree in IT, Computer Science, or related field or (X) + years of industry-related experience.
• (X) + years of IT management and leadership experience.
• (X) + years experience in IT operations management, focusing on ITIL processes, service desk, identity and access management, infrastructure, and support.
• Experience working in a Managed Service Provider (MSP) environment.
• Team building experience.
• Exposure to process automation.
• Proven ability to effectively lead and meet business objectives in a collaborative, high-performance work environment.
• Change management knowledge and ability to operate effectively in a fast-paced environment.
• Demonstrated experience in vendor management and capacity planning in a fast-growth environment.
• Masterful organizational, communication, and leadership skills backed by previous professional success.
• Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management.
• Proven ability to plan and manage operational processes for maximum efficiency and productivity.
• Ability to streamline or implement structures and roles that boost speed and efficiency while supporting rapidly shifting business demands.
• Strong working knowledge of industry regulations and legal guidelines.

Preferred skills and qualifications

• Experience in developing budgets and business plans.
• Superior negotiation skills for both internal and external purposes.
• Strong working knowledge of data analysis and performance metrics using business management software (ex, SAP, ERP, CRM).