Technical Operations Manager
As a Technical Operations Manager with KDI, you will lead the operational aspects of support and infrastructure for our clients. This includes assisting personnel, managing day to day operations driving continuous process improvements, and coordinating cross-functional technical initiatives. You will partner with leadership, systems operations, senior technical operations managers, and cross-functional teams to ensure optimal service delivery and client satisfaction.
Who Should Apply:
We welcome applicants with solid project management experience who are seeking transition into a management track. While previous management experience is not required, ideal candidates will demonstrate a clear desire to grow into a management role, supported by strong project management fundamentals. If you enjoy mentoring others and thrive in a client-facing, dynamic environment, we encourage you to apply.
Responsibilities
Operations and Service Management:
- Manage day to day operations of support team and client engagement.
- Oversee KDI Helpdesk technicians working at client Site including defining SLA targets, managing client satisfaction scores and leading escalation management.
- Collaborate with partner teams to achieve shared objectives
- Lead incident/outage management, including communication of outages and engagement with the systems infrastructure team, identify process improvement opportunities
- Manage client change management, including communication of changes, formal policy implementation and coordination of multiple or complex changes.
Continuous Improvement and Management:
- Track key operational metrics and identify process improvement opportunities.
- Drive iterative process improvements and measures by defining metrics to meet quality and delivery goals.
- Lead problem management through proactive problem identification, communication of recurring issues and engaging the systems infrastructure team.
Systems Maintenance:
- Manage asset tracking standards, direct regular audits of software and hardware inventory, and handle Cert tracking and MDM.
- Assist with the administration and troubleshooting escalation for IT solutions.
- Ensure compliance with existing backup policies/procedures and/or implement backup solutions
Project & Financial Management:
- Manage cross-functional project and program planning and execution, including technical work on projects and customized reporting.
- Set, review and manage budgets and costs; and/or assist management with IT budgeting needs.
- Provide day-to-day coordination and quality assurance for projects and tasks
- Provide coaching for other team members to improve skill sets
Qualifications and Skills
- Experience in workforce planning, estimation, and budgeting
- 5+ years of experience in Project Management
- 2+ years of technical experience, preferably working in an end-user support role.
- Knowledge of best practices involving digital security
- Ability to seamlessly connect with external and internal members of the organization for process improvements
- Experience in procurement and asset management
- Proven track record of creative problem solving, adapting to change, and the desire to build new processes
- Flexible with commute throughout Bay Area, from the South Bay to San Francisco
Pay: $120,000.00 - $160,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: Hybrid remote in Redwood City, CA 94061
