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IT Service Delivery Operations Manager

Company: Argus IT Services
Location: Grand Prairie
Posted on: November 17, 2021

Job Description:

Position SummaryPosition Title: IT Service Delivery Operations ManagerLocation: Grand Prairie, TX (south of the DFW Airport)Category: IT Service Delivery OperationsReports To: COOCompensation: Competitive and Flexible, Commensurate with ExperienceJob Classification: Full-Time Employee, Non-Exempt, SupervisorySchedule: Monday thru Friday; 8:00 AM - 5:00 PM (overtime as needed)Pay Period: Bi-Weekly PayrollLanguage: EnglishBenefits: Full Benefits and Total Rewards Package (see below)Start Date: ASAPAbout Argus IT ServicesArgus IT Services is a well-known 20-year-old IT Infrastructure Services company with headquarters operations in the DFW Metroplex. We provide services to both Fortune 1000 clients as well as mid-tier clients with complete Life-Cycle IT Infrastructure needs.For over 20 years, Argus IT Services has provided exceptional IT service to an "A" list of corporate customers. Core offerings are focused on Desktop and Data Center Hardware Lifecycle Management. We provide project support, ongoing support, and services in the full lifecycle of equipment - purchase, warehouse, prepare, deliver, or ship, and install new equipment while managing the retired/old equipment by wiping or shredding data and refurbishing and reselling. We also support small business as a Managed Services Provider - completing all the IT related tasks for the customer.The Company's growing powerhouse list of clients includes regional and global firms in many industries, including Automotive, Healthcare, Information Technology, Industrial, Oil and Gas, Professional Services, Security, Software, Technology, Utilities, and more. The leadership team is focused on capitalizing on the hyper-growth of the North Texas economic region and delivering services as a prime contractor and sub-contractor to a growing list of globally recognized corporate clients.For more information on the company, please visit our Web Site at Total RewardsThis is a full-time professional position with benefits working on the IT delivery team and employed by the Hiring Company.HEALTH, MEDICAL, PRESCRIPTION AND DENTAL INSURANCE BENEFITSMedical InsuranceA Group Medical Plan from a nationally recognized plan carrier is available to all eligible employeesA family Group Medical Plan and/or PPO for dependents is available to all eligible employeesWe offer 3 Blue Cross Blue Shield Health Care plans - 2 HMO and 1 PPOThe plans provide various levels of coverage and low deductibles for in-network servicesPrescription InsurancePrescription drug coverage is included with Medical PlanDental InsuranceA Group Dental Plan from a nationally recognized dental plan carrier is available to all eligible employeesGroup Dental Plan coverage for dependents is available to all eligible employeesVision InsuranceA Vision Plan is availableSupplemental InsuranceSupplemental insurance plans are available through AflacCOMPETITIVE COMPENSATIONThe Total Rewards wealth package will be negotiated commensurate with skills and prior experienceCompetitive Pay Scale based on position and experienceOvertime Pay for non-exempt employees who work over 40 hours in a workweekHoliday Pay for major holidaysPay Increases based on personal and corporate performanceBonus Pay for eligible performance achievementsPAID HOLIDAYSThe Company recognizes the official holidaysPAID TIME OFF (PTO)Paid time off benefits are provided to both Exempt and Non-Exempt, regular full-time employees consistent with Company policies.TRAINING & PROFESSIONAL DEVELOPMENTCompTIA A+ - Reimbursement of double your cost for passing the testLONG-TERM CAREER, CULTURAL AND PROFESSIONAL BENEFITSCareer Advancement possibilities in a growing organizationProfessional Growth through training and development opportunitiesProgressive career opportunities to maintain personal market competitivenessCareer Stability of working for an established companySalaries competitive with marketCaring, qualified colleagues and servant leadership-oriented leaders who partner with you to build a successful teamOur Core ValuesService. Delivering exceptional service is core to how we measure success and we are dedicated to providing the best possible customer servicePassion. Passion is the fuel that drives our culture, it shapes our mindset, and energizes our businessIntegrity. We believe honesty and integrity engenders trust, with our clients and our employees, which is the cornerstone of our businessCommitment. We are Committed to service, quality, and value when engaging with clientsExcellence. It guides our attitude, our process and the execution of everything we do---Professional CertificationsDFW/MSDC. Dallas - Ft. Worth Minority Supplier Development CouncilU.S. SBE. Small Business EnterpriseTexas HUB. Historically Underutilized BusinessISO 14001. Environmental Management System---Position OverviewArgus IT Services has a strong history of exceptional service to Small Business and Corporate Customers.For Small Business, we are a Managed Services Provider (MSP) - completing all the IT related tasks for the customer. Argus provides hardware, software, support, and services utilizing a suite of software anchored by ConnectWise and Pax8.For Corporate Customers, Argus provides IT Infrastructure and Project Services. For Infrastructure Services, Argus provides support through the full lifecycle of equipment and hardware - new equipment purchasing, warehousing, preparation and configuration, and shipping or deliver and installation and retired equipment management with data destruction by wiping or shredding and refurbishing or properly recycling. Project Services includes moves, new facility openings, and on demand help desk support.This position is to manage the Service Delivery process, personnel, and outcomes for our small business MSP business unit, solution support and client focused technical support for our Corporate Customers, and technical guidance and direction internally for Argus. In your career with Argus, you will have opportunities for growth such as becoming a profit center General Manager.Essential Duties and Responsibilities

  • Lead the implementation of overall Technical Service strategies, objectives and metrics while focusing on customer satisfaction, improving efficiency, and automation.
  • Drive the highest levels of performance from each team member thru coaching, training, mentoring, and performance metrics.
  • Drive improvement in training and development for all technical services team members.
  • Ensure customer satisfaction. Our focus is to give the customer a great experience when receiving our services.
  • Serve as the escalation point for technical support issues when needed.
  • Lead the planning, deploying, and on-boarding of new customers.
  • Drive process improvement in the reporting of key technical support metrics and SOPs.
  • Ensure all policies and procedures are consistently followed and updated as necessary.
  • Effectively prioritize service requests, escalations along with other duties and tasks on a daily basis.
  • Host daily team meetings to review, re-prioritize and reassign service requests.
  • Maintain expert knowledge of key products and services including ConnectWise, Pax8, Microsoft Operating Systems, Apple Operating Systems, Android Operating Systems, Office applications - 365 and endpoint, server and network systems, security solutions, and other key technology offerings.
  • Ability to improve service delivery and participate in improving product and services offerings.
  • Additional duties may be assigned. We have a flexible, "do-what-it-takes" culture and everyone is expected to work as a team and assist each other.Required Qualifications and ExperienceWork EligibilityU.S. Citizenship or authorized U.S. Work EligibilityNo U.S. Work Visa sponsorship availableRequired Education, Experience & Eligibility Requirements
    • High school diploma or GED
    • Degree preferred, but not required. Degree can be substituted for experience, technical knowledge and certifications
    • 10+ years of experience in a similar role
    • Experience sourcing, hiring, leading and training a technical team for MSP and Corporate Clients.
    • Experience managing a 24/7 Help Desk supporting Microsoft 365, Google G-Suite, Mobile, Cloud VoIP phone systems, and Active Directory. Experience troubleshooting connectivity issues, hardware/software support, and hands-on and remote support.
    • Direct technical experience as a Level 2 (desktop expertise) and Level 3 (server and network expertise) technician
    • Experience troubleshooting connectivity issues, hardware/software support, and hands-on and remote support
    • Able to pass pre-employment drug screening, driving, and background checksProfessional Skills and Attributes
      • Ability to communicate professionally verbally and in writing.
      • Ability to liaise with prospects and customers at an Executive level about escalated issues.
      • Ability to effectively prioritize and execute tasks in a high-pressure and fast paced environment.
      • Flexibility and a "whatever it takes" attitude. We are a small company that prides itself on each person wearing many hats and working hard to satisfy the needs of our customers. Flexibility in job tasks is critical to our success.Technical Skills
        • Excellent desktop, server and network technical knowledge
        • Expert knowledge of key products and services including ConnectWise, Pax8, Microsoft Operating Systems, Apple Operating Systems, Android Operating Systems, Office applications - 365, Google G-Suite, Mobile, Cloud VoIP phone systems, Active Directory
        • Working knowledge of endpoint, server and network systems, security solutions, and other key technology offerings
        • Ability to plan, deploy and on-board new customers
        • Ability to develop, improve and implement Standard Operating ProceduresHow To Improve Your Chances of Selection
          • You may have been contacted by different recruiters about this same opportunity. Well, the recruiter you choose to represent you will have a BIG impact on your level of consideration and your ultimate opportunity. So, before you commit to allowing any agency to represent you and submit you as a candidate, we would like to earn your trust so we have the opportunity to represent you as a candidate. Here's how we will do just that:
          • Notice first the difference between the information presented in our job announcements compared to what you receive from another firm. Every conversation, candidate and decision is a strategic one - for both you and the company.
          • We will never submit your resume without first working with you to reconstruct how your background, skills and abilities are presented so they more ideally align to the requirements of the opportunity.
          • As you move through the process, we leverage competitive intelligence to provide you inside information about the company, industry, decision-makers, recruiters and/or hiring authorities you will interact with along the way so that you can be competitively prepared... just like a sales person prepares for an appointment with a prospect.
          • We have taken time behind the scenes to understand the real requirements. So if you're the right candidate, we'll leverage that knowledge to work with you to position you as the right solution.
          • And...we are directly connected with the hiring manager. Our ability to fast track you and position you in front of the decision-maker is unique - and we've earned that trust.If you're an experienced hire or a seasoned professional, you should be able to see by now that our approach is very different from the way most agencies approach recruiting. This is solution selling and you are the solution! Finally, we are business partners with our clients - not vendors. We win when they win and you win. Our commitment is to ensure we all win!Job Type: Full-timeBenefits:
            • Dental insurance
            • Health insurance
            • Paid time off
            • Vision insuranceSchedule:
              • Monday to FridayApplication Question(s):
                • Are you able to work in Grand Prairie Texas?
                • Are you willing to undergo a background check?Education:
                  • High school or equivalent (Preferred)Experience:
                    • managing a 24/7 Help Desk supporting Microsoft 365: 3 years (Preferred)
                    • hardware/software support, and hands-on and remote support: 3 years (Preferred)Language:
                      • English (Required)Work Location:
                        • One locationWork Remotely:
                          • NoWork Location: One location

Keywords: Argus IT Services, Grand Prairie , IT Service Delivery Operations Manager, IT / Software / Systems , Grand Prairie, Texas

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