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Manager, Technical Operations

Overview

When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.

Our Technical Operations team is seeking a Manager, Technical Operations to join our growing team. The Manager, TechOPS will lead our Technical Operations team as the single and first point of contact for IT support. This role is responsible and accountable for all aspects of Service Desk support across assigned geographical locations.

Responsibilities

Manage and develop all operational workplace technologies.

Manage IT projects and operations across global workplaces.

Manage vendor and contractor workflow and relations.

Maintain security and compliance across global offices.

Responsible for oversight of networks, computer systems, software maintenance and repair; computer equipment purchasing and installation; and communication of widespread outages to all system users.

Oversee IT support department staff, including education and training

Organize support, troubleshooting, and repair for IT equipment and networks

Build relationships with business partners to ensure end user services and productivity goals are understood and exceeded.

Daily review and prioritization of tickets in queue

Develop, manage, measure and report on key service-level metrics, KPIs, including, time to first response, user satisfaction, and SLA % met.

Help develop and leverage technical operations best practices, and problem management to drive continual process improvement culture.

Advance technical operations best practices in the service desk space and beyond.

Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.

Perform trend analyses and develop action plans for improving service timeliness and reducing costs.

Stay abreast of trends in end users support, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on IT services.

Continually work to eliminate incidents and automate request provisioning.

Manage technician schedules and ensure adherence.

Cultivate top talent and mentor team members to help them achieve their goals and exceed expectations

Additional responsibilities as assigned or requested.

Qualifications

6 years of experience leading a service desk team.

6 years of experience working in a technical environment.

BA or Higher preferred

ITIL certification preferred

Excellent interpersonal skills with executive staff under high pressure situations

Strong knowledge of enterprise applications, tools and operating systems.

Strong knowledge of network protocols.

Strong technical knowledge in providing 24/7 support.

Experience in streamlining user device support functions.

Working knowledge of IT and engineering technologies and operations.

Strong analysis capabilities and skills in structured problem solving.

Deep sense of urgency and ability to identify and achieve quick wins.

Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity

Great communications and collaboration skills.

Willing to travel regularly as necessary.

The Accurate Way:

We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work As One – core values that dictate what we stand for, and how we behave.

Take ownership.

Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.

Be open.

Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty and respect. Embrace differences.

Stay curious.

Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.

Work as one.

Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.

About Accurate Background:

Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background gives companies of all sizes the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.

Accurate is an equal opportunity employer and is committed to hiring talented and qualified individuals with diverse backgrounds. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Job Type
Full Time
Salary
N/A
Experience
N/A
Posted
63 days ago

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