KDInfotech Technical Operations Manager Santa Clara, CA · Full time Company website

Apply for Technical Operations Manager

KDInfotech is a leading IT services company for small and medium-size businesses. With decades of experience managing all aspects of your IT infrastructures—from workstation performance and application support to communication systems and network administration—we serve as a reliable, single-source IT partner to keep your business operating smoothly.

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