Technical Operations Team Manager

Computacenter North America • New York

New York

212777-en_US

About the role

As the Team Manager you are to ensure the team meets SLA performance targets and drives glide paths towards KPIs. Ability to solve problems elegantly and enable other team members to do the same.

Salary range: $80K - $100K USD

What you’ll be doing

Manage direct reports in multiple locations using the Engineer Report, Daily Dashboard and other operational reports.
Monitor overall performance of services and following up if service delivery is not meeting expectations.
Deliver service successfully – achieve SLAs, identify & drive glide paths for KPIs, achieve high customer satisfaction.
Hire, train, lead, motivate, develop and manage the performance of direct reports.
Develop continual service improvement plans to ensure that service adequately support business needs now in the future.
Create demands, SoWs and complete necessary project documentation/internal forecasting activities.
Hold regular campus review meetings with Campus Managers to discuss metrics, projects.
Responsible for the workflow and resources of the team to meet the Computacenter’s contractual obligations.
Liaise with IT partners/other functions to ensure that the team have the right tools / skills and processes to complete their duties.
Act as a point of contact for the team in connection with any work-related concerns issues.
Manage sickness/absence, holidays and training levels in accordance with the Computacenter processes and procedures.
Develop and agree personal development plans for all direct reports.
Hold regular 1:1s with team members and lead/document weekly team meetings.
Complete the yearly performance reviews for direct reports.
Ad-hoc initiatives and projects as required by the business.
Maintain and improve customer satisfaction levels.
Improvements of the quality offering through the daily / weekly quality assessments.
Minimize costs.

What you have

ServiceNow ticketing, knowledge management and reporting experience
Experience managing SLAs, KPIs, and performance metrics.
Provide IT support and guidance as it relates to Service/Help Desk related issues
You must be authorized to work in the United States.

Why you should choose us

Showing appreciation & having fun

Great performance is recognized, so too the willingness to help others. Our Bravo! and tenure recognition scheme schemes are just a taste of how we say thank you for all that you do. And when it comes to recognizing success, we love to celebrate. Our company and team events are legendary!

Open communication

Despite our size, we’re an open organization that doesn’t hide behind hierarchy. We communicate regularly, openly, and directly. For us, it’s about being straightforward, delivering, and doing the right thing. Essentially, we’re people dealing with people!

Inclusive workplace

People work best when they bring their whole selves to work; that’s why we see and value you as the individual you are. We take a genuine interest in you that extends beyond skills, knowledge, and experience. Our Employee Impact Groups champion best practice, celebrate diversity, and promote inclusion within our industry.

Health & wellbeing

Our people are our greatest asset, and we’re passionate about supporting you in feeling good and staying healthy. We offer a comprehensive Employee Assistance Program, a ‘Be well’ app (powered by Humanoo), Mental Health First Aiders, wellbeing webinars, wellness fairs, and much more.

Tuition reimbursement

Interested in continuing your formal education or pursuing various certifications? Computacenter provides up to $5,250 in tuition reimbursement for full time employees. We value continuing education, and this assistance includes tuition, books, registration fees, and more.

Pension & financial security

Thinking ahead, planning for life’s uncertainties, or simply saving for a rainy day? For our people based in the US, we offer automatic enrollment onto our 401(k)-retirement plan with a company match. For our Canadian colleagues we offer enrollment onto a Registered Retirement Savings Plan provided by Canada Life where we’ll match 25% up to 6% of your base earnings. Irrespective of where you’re based, you’ll also have access to our financial advisors who can help you with your retirement planning needs.

Parental leave

If you’re expanding your family, you can utilize our parental leave program that provides twelve weeks of 100% paid leave for birthing parents, and two weeks of paid leave for non-birthing parents. Grow your family with peace of mind as you grow professionally with us.

Flexible benefits

We offer a wide range of benefits that you can tailor to fit you needs. In addition to great medical, dental, and vision coverage options, we also provide 100% company-paid life insurance, and short- and long-term disability insurance. Our easy to navigate employee benefits platform, you’ll have the opportunity to enroll in supplemental life insurance.

You belong

At Computacenter, we celebrate difference, and it’s important to us that we have a working culture where you can be free to be yourself. We provide an environment where you feel valued, respected, and supported to reach your full potential, and experience a sense of belonging. Because we know when you thrive, we thrive.

As a proud equal opportunities employer, we’re committed to ensuring that there is fair and equal access for everyone. Your application to join the team is considered on its merits regardless of your age, disability, ethnicity, gender identity, marital status, pregnancy, parenthood, religion or belief, sex or sexual orientation, veteran status, or any other characteristics protected by law. All that matters to us is that you share our vision and values, and you bring the experience and skills we need.

We welcome applications from disabled people and accept applications in alternative formats.

Winning Together

At Computacenter, we have been writing success stories for more than 40 years. Today, we’re driving digital transformation with over 20,000 employees worldwide. We develop IT strategies, implement new technologies and manage complex infrastructures.

As a proud, independent partner to some of the world’s leading technology providers, our portfolio covers workplace, applications & data, cloud & data center, security, and networking. What’s the secret of our success? Quite simply, it’s our people.

The people who bring their unique skills and perspectives to a diverse and inclusive environment that enables them to reach their full potential.

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