Operations Manager York Telecom
THIS JOB HAS EXPIRED Job Type : Full Time
Shift/Hours : First Shift (Day)
Career Level : Manager (Manager/Supervisor of Staff)
Education : Bachelor's Degree
Skill : Media Services -> Even Management, Audio Visual
Human Resources -> Training & Development, Management, Employee Relations
Category : AV Technology
Job Description :
At Yorktel we don?t make video, we make video work. We design, integrate and manage world-class video solutions that enable visual communications ? anytime, anywhere, anyway. From video conferencing to streaming video, media services to digital signage, Yorktel makes video work ? for you.Our philosophy is clear: Simplify. Innovate. Connect.
We are currently seeking an Operations Manager to be responsible for managing a large and diverse team of staff globally, to deliver superior customer service to our client. The Operations Manager is responsible for addressing escalations from staff, clients, internal Yorktel parties, as well as outside vendors, with a sense of urgency and commitment to a quick and well planned resolution. The Operations Manager should possess a depth of knowledge across the AV industry to include, integrated audio solutions, live sound productions, video conferencing, web collaboration, ITIL processes, help desk procedures, and Creston or AMX experience.
This position reports directly to a Program Manager. The Program Manager will provide direction and support to the Operations Manager in regard to the following areas; client and staff escalations, human resources issues, and customer service. This position will work directly with other team members within the Maintenance and Customer Support organization, project and integrations teams, engineering, and onsite staff for day to day resolution of customer incidents, service delivery, customer service, staff fulfillment, and client satisfaction. This position will also from time to time be expected to communicate internally with project managers, account managers, maintenance implementation managers, engineering staff, and sales to keep all parties up to date on the resolution of customer issues.
Depth of Knowledge:
Strong written and verbal communications internally and externally are essential. The ability to research, analyze and compile complex issues for escalation and attention. This position should have expert knowledge of Audio/Visual technologies, infrastructure, and functionality to effectively service customers. This position should have strong customer service skills and be able to diffuse and control escalated situations effectively to service the customer. This position must have strong managerial skills, preferably with experience managing staff internationally, as well as in the United States. This position will be required to quickly learn and implement changes as directed by the customer or operational management.
Authority and Decision Making Capabilities:
This position will have the authority to provide input on processes and procedures within the department. This position will have the ability to resolve customer issues and will be expected to escalate issues to the appropriate team member or department that are beyond their technical proficiency or area of responsibility. This person will have the ability to perform coaching with staff members, develop staff improvement plans, and initiate disciplinary action with the consultation of management. This position will have the authority to modify reports used to provide SLA data to ensure data accuracy is exceptional.
Leadership and Supervisory Responsibilities:
This position has approximately 20+ direct reports. This position will be required to perform 1:1?s, provide coaching, feedback, and mentoring to all levels of staff. This position must lead by example, both technically and thought the use of soft skills. This position must be able to adapt to a quickly changing environment and ensure staff is prepared and understand changes in the environment.
This position must ensure that Yorktel staff under their supervision deliver outstanding customer support with a depth of knowledge that exceeds client expectations.
Organize team events, team outings, and team buildings to maintain and build employee morale.
Ensure that all employees meet client training requirements so all employee credentials are kept current.
Ensure all new employees and exiting employees are brought on board and brought off board maintaining Yorktel and client entrance and exit procedures.
Provide strong leadership and clear customer centric direction for the team on a daily basis.
Responsible for weekly timesheet approval, expense approval, scheduling of vacation time, and management of sick leave and absences.
Create employee development plans, provide coaching, address disciplinary, salary discussions, hiring procedures and employee concerns.
Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy
Provide technical expertise and support to the team in regard to complex client and company issues
Overall leadership responsibility for the Amgen operations support the team is efficient and effective.
Ensure that all Corporate message are delivered to the team timely and effectively.
Quarterly assessment of each individual on the assigned team against the Performance Matrix of values and behaviors in each functional group and take necessary actions
Provide strong leadership and clear customer centric direction for the team on a daily basis.
Create employee development plans, provide coaching, address disciplinary, and employee concerns
Ientifies, develops, and initiates innovations and solutions where precedents and procedures may not exist
Works cross-functionally to solve Department problems and implement process changes.
Other duties as assigned.
Internal & External Relationship Responsibilities:
This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will be responsible for day to day operational scheduling, staff assignment, reporting, and delegation. This position must ensure that staff members from teams within the Yorktel organization that will interact with onsite operations are aware of potential risks, opportunities, and operational outcomes of decision making. This position must also ensure that onsite staff have clear lines of communication to other Yorktel team members when needed
Ensures that customers request ticketing system is accurately updated.
Oversees domestic backfills for local positions and coordinates international backfills with team lead onsite in country.
Ensure that all client change management processes are followed.
Tracking assign client Yorktel assets (Computer, cell phone, and assets)
Work with the Program Manager to manage client Profit & Loss.
Communicate with end users to assist with diagnosing and repairing complex audio and video issues remotely.
Respond with a sense of urgency when receiving customer correspondence.
Ensures all staff assignments are completed and properly documented, raising any issues to management and the customer.
Interact with Partners and Vendors to demo new product opportunities.
Participate in root-cause analysis of technical issues to assist with the resolution of all client trouble tickets regardless of the service delivery tower from which they originated.
Update and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner.
Update and recommend processes and procedure changes to improve Yorktel efficiencies.
Provide Weekly, Monthly, Quarterly, and Annual reporting to program management and the client
Interact with other Yorktel Service Towers to resolve client concerns or complaints.
Ensure client has an open path of communication to escalate any issues.
Ensure ITIL processes are followed, in accordance with ITIL best practices. Including but not limited to, request fulfillment, incident management, change control, and problem management.
Document, implement, and manage all Client On-site Operational SOP?s.
Other duties as assigned
Job Requirements :
Key Technicial Responsibilities:
The Operations Manager will be responsible for ensuring quality customer service is delivered on a daily basis around the globe. The Operations Manager must be able to troubleshoot all varieties of AV issues and work towards a resolution in a quick and efficient manner. The Operations Manager is also responsible for the delivery of staffed services to requesting clients, mitigating risks, and optimizing efficiencies
Advanced working knowledge of H.320, H.323, SIP, and SVC videoconferencing standards
In-depth ability to troubleshooting of AV Conferencing systems
Working experience with major videoconferencing equipment such as Codec?s from Polycom, Tandberg, Radvision, Lifesize, Vidyo, and Cisco MCU and control systems from Polycom, Cisco, and cloud based services. ISDN Network Infrastructure and Implementation (BRI, PRI, and T1) H.323 Endpoints
Assist Customer Support with physical replacement of Amgen Infrastructure equipment at client site
Assist Customer Support with the configuration and certification of new or replacement video equipment at client site (including Telepresence)
Develop and update Standard Operating Procedures.
Manage assigned ISM Service Now ticketing queues.
Review Yorktel CSC incident tickets for accuracy and operational relevance.
In depth knowledge of Audio DSP?s (Vortex, Sound Structure, BiAmp)
In depth knowledge of AV fabrication procedures, and best practices
In depth knowledge of video formats
Advanced knowledge of Microsoft Office Suite.Working knowledge of Microsoft Sharepoint
Extensive Experience in Audio Visual Solutions including Videoconferencing, Multimedia, Distance Learning, Facility coordination or Networking systems preferred.
CVE Certification a Plus
CCNA a plus
ITIL a plus
Network + / A+ preferred
Skills and Additional Qualifications:
High levels of Professionalism and Integrity
High ability to work with peers
Exceptional customer service skills
Exceptional written, verbal and interpersonal skills.
Strong business acumen and analytic competence.
Excellent problem solving skills
Proactive and coaching management style
Maintain a professional attitude and appearance at all times
Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook and MS Project.
May require occasional lifting (up to 50 lbs)
Requires extensive sitting, standing and walking
Domestic travel requiring multi-night stays within and at times outside the local work area
Valid passport; International travel required
Valid U.S. driver?s license
Must be willing to complete background checks and drug tests as required by current or future contracts
Ability to work nights and weekends as the job demands.
Must be willing to apply for security clearances, SSA Suitability, and other related clearances to be able to work at certain customer locations.
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.It is our policy to employ qualified persons without regard for race, creed, color, national origin, nationality, ancestry, age, sex, marital or domestic partnership status, sexual orientation or disability. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position. Minorities and women are encouraged to apply.
Note to 3rd party agencies and search firms:
Thank you for your interest in Yorktel. It is our practice to recruit and fill career opportunities through the Human Resources, Corporate Recruiting organization. We ask that you not submit candidates for consideration to us without receiving a formal written request from our Corporate Recruiting organization to do so. All resumes submitted; (with or without use of your agency access credentials) will be deemed unsolicited and as such will not be eligible for placement fees. Thank you and we appreciate your cooperation.
Offer Relocation : No
||Thousand Oaks, CA |
THIS JOB HAS EXPIRED