Our highly reputable client in Reigate is seeking an IT & Education Operations Manager to join their team.
MFK Recruitment has successfully recruited 36 individuals for this well-established company in the past 5 years, 27 are still with the company too! Extremely ambitious company and they're very interested in having individuals join their team, who are keen to progress and succeed.
The company has a very strong reputation in retaining their employees, due to their excellent culture and progression opportunities.
The Operations Manager will work a hybrid working model, with the opportunity to work from home for 2-3 days each week once embedded in the team.
IT & Education Operations Manager - Job purpose:
The Operations Manager will be responsible for ensuring efficient onsite delivery of services and effective interface of both onsite and remote support, as well as being the first point of contact for customer escalations.
Principal Responsibilities:
- Oversee operations at all sites within location level to ensure efficient and smooth running of Helpdesk, Onsite teams and Project Delivery
- Implementation and monitoring of effective SLAs and KPIs across Helpdesk and Onsite
- Ensure onsite presence as required across relevant sites and office bases
- Effectuate leadership, management and accountability for Helpdesk Manager and Project Manager to produce high performance levels and growth in customer satisfaction & profitability
- Understand and monitor location level P&Ls - both at local entity and regional level
- Drive the business to increase profits through improved efficiencies and increased revenues
- Responsible for optimising quote-to-cash process to best ensure drive through of revenues and billing
- Maintain highest level of customer satisfaction and working to resolve any customer escalations.
- Work with the Operations Department to implement and regulate efficient workflows in place to maximise the company's productivity and performance
- Work with the Operations Department to develop and implement policies and procedures to ensure that core operational functions achieve their business objectives.
- Work with the Operations Department to develop and implement policies and procedures to ensure that core operational functions achieve their business objectives.
Personal attributes:
- A dynamic communicator with exceptional people skills
- Highly organised and able to manage time and prioritise effectively
- Excellent problem-solving skills
- Focused on delivery of an exceptional customer experience
IT & Education Operations Manager - Qualifications & Experience:
- Experience working for a Managed Service Provider
- Experience and knowledge of the education sector, and how schools and multi-academy trusts operate
- Experience in a customer-focussed role
- Experience of line management and growing and developing a team