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IT Service Operations Manager

BUSINESS UNIT: ConstructEdge

FUNCTION: Service

REPORTS TO: VP of ContructEdge

CLASSIFICATION: Exempt

LOCATION: Cedar Rapids, IA

EDUCATION: Bachelor’s Degree or Years of Experience

EXPERIENCE: 5 Years of Experience

Who We Are Looking For 

ConstructEDGE, a CCR company provides connectivity and other IT solutions to any construction location, no matter how remote or complex.  We are searching for a highly motivated, dedicated, and experienced team member who understands the importance of business relationships to deliver our vision.  Who has the ability to adjust quickly to changing conditions, relishes tackling challenges in a fast-paced environment and delivers results with confidence, collaboration and determination.   

Our ideal candidate thrives in an innovative and agile environment, is a go-getter who works collaboratively and partners across matrixed teams to plan, implement and support our technology by developing strong relationships. This role will support and drive managed service initiatives to achieve operational excellence in the company’s core strategies.  Manage, oversee and coordinate all aspects of managed and professional services. These activities would include operations planning, qualifying potential business, operational review of proposals, client interaction and managing the execution of activity on both the managed and professional service. 

What You’ll Accomplish and Experience 

• Provides direction and leadership for all aspects of business operation activities 
• Develops and implements operations strategies that improve execution and provide additional value to clients  
• Proactively communicates with and seeks feedback from clients.  Seeks to continuously improve client satisfaction 
• Ensure customer contractual commitments and SLA’s are met and expectations are managed throughout the service delivery team 
• Effectively manage resources to ensure all moves, adds, changes and decommissions are completed on-time and within budget 

• Ability to simultaneously work on multiple projects and priorities with a high sense of urgency 
• Drives collaboration and ensures that best practices are implemented and shared cross functionally    
• Leads and assists with continuous growth year after year, through innovative solutions delivered in a repeatable, scalable and cost-effective manner 
• Successfully collect, organize, analyze and validate data to evolve our products and services and streamline our processes 
• Utilizes financial systems to review actual vs. estimated contract cost and to provide timely and accurate financial reports.  Recommends benchmarks and metrics for measuring and improving operations 

• Manages individual performance and personal development of assigned resources 
• Leads the team in a manner that maintains morale, skills proficiency, and productivity.  
• Managerial responsibilities include but are not limited to:  mentoring, coaching and developing team members; planning, assigning and directing work; performance management; project budget 

Desirable Previous Experience 

• Excellent management skills related to Project Management 
• Ability to extrapolate data and make business decisions 
• Demonstrated experience working in an agile environment 
• Ability to independently leverage critical thinking skills to address project issues 
• Experience supporting network infrastructure and troubleshooting (Firewalls, DHCP, DNS, NTP, LDAP, SSL, VPN, etc) 

• Strong operational experience with DNS, TCP/IP including IP Addressing and sub-netting, network connectivity, LAN and WAN architectures, etc 
• Experience of developing and managing ticketing and monitoring systems that are accountable to customer inquiries, portals, and SLAs 
• Strong analytical skills and systems mindset to develop strategies and tactics to improve the NOC and to use tools such as dashboards and reports to track information 
• Customer Focus – Maintaining awareness of and seeking to meet of the needs and wants of the customer 
• Excellent communication skills both oral and written 

• Leadership Orientation – Actively seeks ways in which to act as a role model, guide, develop and mentor others within the Operations Department; Strong team leadership, team building and facilitation skills 
• Initiative – Engages in proactive behavior and looks for new project opportunities 
• Adaptability – Responds effectively to changes in situation or information 
• Strong financial analytical skills including cost control 
• Excellent Microsoft Outlook, Project, Excel, Word and Power Point skills 

Why CCR

CCR is a privately held corporation that was founded in 1986 that provides technology services to large and small businesses nation-wide from our location in Cedar Rapids, IA.  Our achievements include:

• Top quartile revenue growth for each of the last 5 years as per the worldwide Service Leadership Index® precision benchmark.
• Nationally recognized as “Great Place to Work” – 7 years in a row
• 10-years consecutively listed on Inc. 5000 - Fastest Growing Privately Owned Companies in America
• 7-year consecutive top 100 listing on MSPMentor 501 internationally
• Nationally awarded Platinum HIRE Vets Medallion (2020, 2021, 2022)
• Finalist or Winner from Technology Association of Iowa for the following:
  • IT Service Provider of the Year (2021, 2020, 2019, 2018, 2017, 2016, 2014, 2013)
  • Top Growth Company of the Year (2017)
  • Best User of Technology (2015)
  • Technology company of the year (2015, 2014, 2013)

Learn more about CCR and our values: https://ccr.net/about-us/

CCR offers a unique work-life balance and environment. Our competitive benefits package includes free daily lunch for employees, gym membership reimbursement, health, dental, and vision insurance, paid time off and paid holidays, a 401k program, quarterly profit sharing, short & long term disability and life insurance and lots of development opportunities to help you grow your professional career.

Learn about our culture: http://reviews.greatplacetowork.com/circle-computer-resources-inc.