Service Operations Manager
On-site · Houston, Texas, United States or Austin, Texas, United States
Job Summary
Manager of Service Operations leads Centre Technologies’ Shared Services (First Contact, Build Room, Field Services, After-Hours), driving team performance, managing escalations, and ensuring high-quality service delivery. Responsible for policies, procedures, KPIs, reporting, and cross-functional collaboration with client stakeholders to ensure an exceptional customer experience. Oversees staffing/training for the First Contact and After Hours teams, inventory management across Build Rooms, and continual training/buildout of Immybot for computer deployments. Requires Bachelor's degree (or equivalent), 5+ years in managed services/shared services/IT support operations, 2–4+ years leadership, and hands-on knowledge of Connectwise Manage, Intune and Autopilot, with familiarity of AI/automation tools.
Required Qualifications
- Bachelor’s degree in Information Technology, Business, or a related field (or equivalent work experience)
- 5+ years of experience in managed services, shared services, or IT support operations
- 2–4+ years of leadership experience managing teams, including mentoring and performance management
- Deep knowledge of Connectwise Manage, including workflows, agreements, time and billing relationships etc.
- Knowledge of other AI/automation tools such as Rewst and Zofiq, and a desire to find ways to continue to increase efficiency and offload manual tasks.
- Intune & Autopilot knowledge
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