Managed Service Operations Manager

Job Summary

A company is looking for a Managed Service Operations Manager.

Key Responsibilities

• Lead and manage a team of MSO Engineers, ensuring effective technical assistance and collaboration across departments
• Design and optimize support processes and ticket management systems to enhance efficiency and customer satisfaction
• Establish metrics for performance monitoring and drive continuous improvement initiatives within the support operations

Required Qualifications

• Bachelor's degree in a relevant field (Computer Science, Engineering, or related discipline) is preferred
• 5-7 years of experience in technical support or customer support roles, with a leadership background
• Strong understanding of support processes and methodologies, focusing on process engineering and optimization
• Experience in managing and mentoring teams, with a focus on motivation and development
• Proven experience implementing automation and/or AI-driven solutions within support environments