Job Description
This job posting was written by a human because we’re looking for great people to join our team and provide outstanding service to our clients…. Who are also awesome people, if this sounds interesting, read on.
To apply for this position please follow this link to access our "pre-interview assessment", allow yourself 20 - 40 minutes to complete this process. https://www.ondemandassessment.com/link/index/JB-J2720NTME?u=62020
About Us
Tier 3 I.T. Solutions has been serving other businesses since 1990. Our expertise is in designing, implementing, and supporting the technologies used by our clients’ businesses. We’re guided by our mission to: Help build stronger businesses through thoughtful technology implementations. We are constantly pushing ourselves and our staff to grow, learn and excel to better serve our client’s needs.
We believe in supporting the communities that have supported us and are therefore proud to sponsor the STARS Air Ambulance, Riseup Society of Alberta, Community Options, Horizons Centre, Leduc Regional Housing Foundation, and a myriad of other local community groups.
What’s Different About Tier 3 I.T.?
There are a lot of IT companies out there who say they are “proactive”, but if you could peek behind the curtain, you’d find that most of them don’t even know what the word proactive means. Many are just running from one fire to another trying not to get them or their client burned.
At Tier 3 I.T. Solutions we have built on our 30+ year heritage and invested the last three years re-designing our organizational chart, creating specific roles within our organization who are only doing proactive work on behalf of our clients. These teams are focused on improving the Stability, Security, Supportability, and Strategy of our clients’ networks and businesses. It’s our “secret sauce” and has allowed us to deliver results our competitors could only dream of.
To deliver on this promise we hire the people who are best suited to a specific function within the company so they can focus on what they do best and enjoy their time at work. Sound interesting? Check out the position we’re currently looking to fill below.
Why Work at Tier 3 I.T.?
We believe that if we treat our people right, they’ll do the same with our clients. So, we treat people fairly and with respect. We believe in a healthy work/life balance. We listen to our staff and include them in ongoing discussions about how we can improve our operations. Because of all this, our employees rate us highly in an annual culture and engagement survey that is benchmarked against hundreds of other IT Companies.
Our staff told us they wanted to work remotely, so we listened. Now, most of our staff work from home full time. We’ve helped them outfit their offices with appropriate equipment, we send them treats to celebrate their milestones, and we try really hard to get them connected to their coworkers, so they don’t feel quite so isolated. This simple change helps the environment, saves everyone money on the costs of commuting, and lets you enjoy the company of your favourite pet throughout the day.
We’re grateful to have low turnover in our team and to have many key staff who have been working together for over 15 years. We believe this loyalty exists because our staff feel valued beyond the work they do and the pay they receive. This consistency has allowed us to provide consistent, reliable service to our clients and to maintain a consistent client base.
We’re building on a solid foundation and are looking for people who are excited to jump in and give their best.
Job Description
The Business Operations Manager reports to the President of Tier 3 I.T. Solutions and is responsible for overseeing all day-to-day operations within the company including Support Desk, Project Delivery, Human Resources, Automations, and Proactive Services teams. The President will continue to manage business growth (Marketing, Sales, Partnerships, Acquisitions, etc.) and Finance.
The Business Operations Manager will create an exceptional work experience for our employees, building a positive culture, and encouraging productivity and growth. The Business Operations Manager is the linchpin between executive leadership, the workforce, and our clients. They will empower our employees to provide exceptional service to our clients by equipping them with the proper tools, guidance, training, and supportive culture.
In addition to supporting our staff, the Business Operations Manager will oversee and work to streamline our operational processes, improve efficiency, and improved business results. They will translate the strategic objectives of the company into actionable plans and work with the team to ensure they are implemented successfully while contributing to the business’ growth.
Tier 3 I.T. Solutions is a client services focused company, the Business Operations Manager will be responsible to ensure we maintain high levels of customer service, that we retain and grow our client base, and that any complaints or concerns are addressed professionally and promptly. It is expected that the Business Operations Manager will first work to equip our team to handle client interactions, but also that they are available to participate when needed as a coach, mentor, or escalation point.
Cyber Security is critical for us and our clients. The Business Operations Manager will work with the team to review, assess, and ensure appropriate measures are being considered and implemented to lower our risk and that of our clients.
The Business Operations Manager is instrumental is shaping the work experience for our staff, the client experience, operational efficiency, and company results. Therefore, it is critical that they take a wholistic view to managing the team and our operations, always working towards long term improvement of the company.
Primary Functions of the Business Operations Manager:
1. Culture
The Business Operations Manager plays a critical role in cultivating and maintaining a positive company culture, promoting our core values, fostering employee engagement and well being.
2. Leadership
The Business Operations Manager sets the tone for the company, motivating their team, and leading by example.
3. Performance Management
The Business Operations Manager will set clear performance metrics and monitor them regularly. Reviewing with the team and striving for continuous improvement.
4. Client Services
The Business Operations Manager is responsible for maintaining high levels of client satisfaction in every engagement across all teams.
5. Operations Management
The Business Operations Manager will oversee, streamline, and improve our operational procedures to improve efficiency, effectiveness, and business results.
6. Cybersecurity Oversight
The Business Operations Manager will work with the team to ensure high levels of Cybersecurity are maintained within our company and those of our clients.
Qualifications, Experience, and Other Factors to Consider:
Proven Leadership Experience
The successful candidate should have experience leading a team of diverse employees with different areas of focus and specialty. Ideally in a growing business, or with more than 40 employees.
Operational Management Experience
Prior experience overseeing multiple areas of operations, familiarity with EOS/Traction, and engagement from multiple parties to measure, plan, and improve performance on an ongoing basis.
Financial Management Experience
Should have experience in creating and operating departmental budgets, forecasting, and cost control measures. Having the ability to make sound financial decisions that support the organization’s objectives while maintaining service levels and capacity for growth will be vital.
Educational Background
The successful candidate will likely possess a bachelor’s degree in business administration, management, finance, or a related field. However, equivalent education or experience will be considered.
Industry Knowledge
A background and general knowledge of the IT industry and specifically Managed IT Service Providers is valuable. The ability to identify and acknowledge current and future trends, risks, and opportunities will be important considerations.
Client Services Experience
A proven ability to build and maintain long term, mutually beneficial, positive relationships with clients, staff, and vendors will be essential to success in this role.
Change Management Skills
The IT industry changes quickly and frequently, the successful candidate will have a proven track record of managing change within an organization similar to ours.
Required skills
- Leadership
- Strategic Thinking and Planning
- Problem Solving
- Decision Making
- Financial Acumen
- Communications
- Interpersonal Skills
- Organizational Abilities
- Analytical Skills
- Negotiations
- Project Management
- IT and Cybersecurity Knowledge
- Change Management
- Customer Service
To apply for this position please follow this link to access our "pre-interview assessment", allow yourself 20 - 40 minutes to complete this process. https://www.ondemandassessment.com/link/index/JB-J2720NTME?u=62020
Job Types: Full-time, Permanent
Salary: $85,000.00-$125,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Work from home
Flexible Language Requirement:
Schedule:
- 8 hour shift
- Monday to Friday
- On call
Supplemental pay types:
Work Location: Remote
Application deadline: 2023-08-18
Expected start date: 2023-09-01
Apply
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