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Job Req ID:  10547

Job Title:  GCS RSC Mgr, Technical Operations

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.

With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.

Please join us in our exciting growth and pursue a rewarding career with All Covered!

Position Objective

The  RSC Manager Technical Operations is responsible for the strategic planning, execution and leading a talented staff of individuals in the areas of managed services, service transition, knowledge management, problem management and subject matter experts.  Staff management and development is a cornerstone of the role including recruiting, coaching and training. Success is indicated by a high level of customer satisfaction stemming from flawless execution of the services. Promotion of shift left practices  and cost effective delivery of remote services. Maintaining high staff morale in a challenging environment minimizing unplanned turnover and fostering a can-do attitude amongst the team. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.

Essential Job Functions

•    Creates a high performance environment that instills corporate values of Open and honest; Customer Centric; Innovative; Passionate; Inclusive and collaborative; Accountable

•    Provides leadership that set a tone within the group regarding creative problem solving, positive customer communication and cooperation.

•    Guides team members to use every interaction with our customers for maximum customer satisfaction

•    Leads a group of managers and engineers with a focus on coaching a distributed staff, building technical competencies and client service skills.

•    Provides clarity to team regarding efficient workflows and standard operating procedures. Works to align them with ITIL based best practices.

•    Focuses the team’s efforts to reduce the quantity and severity of incidents and system failures for each supported end-user and network.

•    Day-to-Day Management to ensures objective state reinforcing proactive vs. reactive approach to problem solving, diplomatic in contract relationships with vendors & clients alike. Builds & leads effective teams, valuing results over effort.

•    Manages technical resources to effectively support customer demand and to resolve complex issues

•    Engages with leadership teams across the organization to achieve corporate objectives

•    Commit to continuous learning both personally and for their teams

•    Work on assigned tasks and project(s) from management

Competencies (Knowledge, Skills and Abilities)

•    Financial analysis and budgetary skills

•    Multiple industry certifications  are required, especially focused on infrastructure, server technologies and network management.

•    Expert knowledge and demonstrated experience in core information systems technologies .

•    Ability to problem solve difficult technical and business challenges within a diverse team

•    Excellent verbal and written communication skills

•    Expert knowledge of systems and applications used to support a helpdesk environment and common 3rd party infrastructure tools

•    Excellent customer service, time management and interpersonal skills

•    Occasional travel may be required

Experience, Educational Reqts and Certifications

•    High school or equivalent combination of education and experience, BS or BA preferred

•    ITIL Foundations v3+ preferred

•    Strong vendor/Service Provider management skills and experience dealing with and leveraging external service providers.

•    Experience with project management.

•    Experience in identifying operational issues and recommending and implementing strategies to resolve operational problems.

•    Experience (8+ years) directly managing people including hiring, developing, motivating, and directing people as they work.

•    Experience presenting and reporting on project plans and cost benefit analyses to appropriate stakeholders, executives and senior management.

•    Experience utilizing ITIL techniques in the areas of Incident, Problem, and Change Management

•    Call center and/or internal helpdesk experience

Konica Minolta Offers: 

  • Competitive salary
  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Tuition Reimbursement Program
  • Ongoing professional development training

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.