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Operations Support Manager

Jun 10, 2021 23:42 pm
Pittsburgh, PA, USA



The Operations Support Manager is responsible for delivering high standards of service to customers by making the most effective and efficient use of support staff and technology resources. The Operations Support Manager is responsible for the overall support of the internal and client support ticketing and bug tracking systems, as well as leading the Help Desk support team in providing excellent Customer Support. The scope of responsibility is to field, log, and provide support to users and coordinate all other issues associated with the use of Information Technology within the organization, including triage and bug resolution.

Essential Duties


  • Manage teams in training and setup a training program for standard operating procedures.
  • Help develop new system and implement real time visual control charts to achieve production and quality KPI metrics.
  • Lead as originator of productivity and quality metrics used to evaluate hourly associates for annual increases and incentives.
  • Elevate customer satisfaction by improving case resolution closure and implementation of SLA.
  • Develop and maintain work schedules, interview, and hire personnel, and monitored/control payroll expenses.
  • Develop and implement KPI s to report on effectiveness of solutions and develop dashboards for organizational transparency.
  • Develop facility-wide policies and procedures, development of the company business continuity plan, and support the operation of mail sorting/imaging systems
  • Spearhead various operational effectiveness and improvement initiatives by establishing and continually reviewing KPI and QA indicators for all areas of responsibility.
  • Implement automated processes to manage enhancement projects from request through production release through SDLC methodologies.



Essential Duties & Responsibilities

  • Identifies, triages, and initiates resolutions to user problems and concerns associated with all internal applications, computer equipment, and internal users in support of customers.
  • Establish work flows, practices and standards to ensure that ongoing support is provided for operations.
  • Provide staff direction in analyzing and resolving escalated operational problems.
  • Track and monitor daily workload to ensure client and operations expectations are met.
  • Maintains current technical expertise in the rapidly changing technology and utilizes state-of-art techniques when implementing and/or recommending solutions.
  • Knows, understands and drives solutions through the numbers to make sound business decisions.
  • Develop strong KPI’s and objectives for team members.
  • Drives ticket resolution through SLA guidelines and coaches team members to reach SLA goals.
  • Prepares weekly/monthly reports quantitatively reporting results of help desk activities.
  • Recognizes and identifies potential areas where existing procedures require change, or where new ones need to be developed, especially regarding future enhancements.
  • Fulfills departmental requirements in terms of providing work coverage and administrative notification during periods of personal illness, vacation or education to ensure coverage during required business hours.
  • Trains, supervises, assigns projects to staff and evaluates staff to maintain the optimum performance of job duties.
  • Ensures that performance reviews are done completely and on time and coaches team members on performance related issues.
  • Work with KMT Team to develop internal training programs and curriculum commensurate with needs.
  • Identify potential service level problems before they occur and implement solutions.
  • Direct self and the activity of others during the testing, monitoring, and deployment of features and enhancements to the system.
  • Schedule and prioritize work to accommodate Enterprise and customer needs while minimizing the impact on current projects.
  • Complete weekly time sheets of work performed for Project Management, so they may continue to allocate resources for internal and external customers and projects.
  • Work with the HR Department to hire and maintain talent and forecast future needs of staff.
  • Communicate solutions, successes and opportunities to other department managers.
  • Attend and participate in manager trainings and meetings.
  • Conduct performance reviews for team members.
  • Other duties as assigned.

Skills Required

Additional and/or Specific Skills

  • Proficient in MS Office Suite.
  • Exceptional analysis, troubleshooting and problem-solving skills.
  • Strong oral and written communication skills.
  • Solid documentation skills.
  • Must be highly organized – demonstrated success managing multiple tasks with laser focus on detail as well as proven project management experience with ability to establish and meet objectives on time.
  • Maintain confidentiality of work-related information and materials.
  • Detail oriented and able to work independently or as part of a team.
  • Strong sense of urgency.
  • Ability to triage issues and work with customers on escalations.
  • Ability to manage multiple projects simultaneously.
  • Ability to lead, direct, and motivate others.
  • Fluent in English.



  • Bachelor’s Degree from a four-year college or university, preferably in computer science or related field or a corresponding number of years’ experience in IT and/or Help Desk Operations.
  • Minimum four years of related experience in a Call Center or Help Desk environment.
  • Minimum two years of leadership support experience.
  • Knowledge at an advanced level of current techniques using personal computers.
  • Supervisory experience and ability to plan and control team members duties and workload.
  • Ability to understand and clearly relate to other members of the organization, technical manuals, and general methods of systems software operations.
  • Working knowledge of CRM’s such as Microsoft Dynamics, etc.
  • Working knowledge of PowerBI.

Physical Requirements

  • Repetitive typing.
  • Long periods of sitting.

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    Petrosoft is an equal opportunity employer and is pleased to offer a very competitive benefits plan.

    Health Insurance
    Dental Insurance
    Vision Insurance
    Flexible Spending
    401(k) Plan
    Guaranteed $20,000 Life Insurance
    6 Holidays
    13 Days PTO
    Short/Long Term Disability Insurance
    EAP Program
    Voluntary Life Insurance
    Travel Discount Program
    Commission Program