Job Title: Maintenance & Operations Manager
Salary:
The Maintenance & Operations Manager will oversee support services delivery to Northwoods enterprise customers. They will provide day-to-day supervision of Northwoods help desk and system administration staff who provide outsourced maintenance and operations services for customers. This person will lead a small team of Northwoods staff (Dublin, OH based) who work directly with enterprise customers to provide contracted support services. They will coordinate with Northwoods services team during projects to help develop customer deliverables and transition these projects from implementation phases to operations and maintenance phases for the remainder of contracts. This person is critical to sustaining a positive relationship with our customers by ensuring support services are delivered in a professional fashion. Strong technical aptitude is a must to support the team and the customers in complex software environments.
Requirements
* Bachelors in MIS or CIS or equivalent relevant outside experience
* Five plus years of customer service experience
* Five plus years of IT operations or IT administration or IT support experience
* ITIL certification
* Experience with relational database platforms (SQL, Oracle, MySQL, etc.)
* Must live in the Columbus, OH area and be willing to travel downtown a couple of times a week
Responsibilities
* Supervise Northwoods system administrator(s) and help desk staff
* Establish productive relationships with customer executives, project teams, support staff, and users
* Ensure service level agreements (SLA) are met
* Report performance and SLA compliance to Northwoods management and customer executives
* Provide regular status reports to customer executives regarding maintenance and operations of the managed solution
* Develop and report on customer deliverables associated with support and operations services (i.e. incident management, change management, business continuity, etc.)
* Plan and coordinate strategic initiatives impacting operations and maintenance of customer systems
* Manage and execute support-related activities for customers
* Develop support services contracts
* Promote and intentionally work to foster an environment and culture of equity
* Work and communicate with customers and internal teams after-hours or weekends in the event of a service disruption or planned off-hours activity
You may be a good fit for our team if you have the following
* Excellent written communication skills
* Excellent customer service skills
* Demonstrated success in managing teams
* Excellent interpersonal skills
* Strong technical abilities for complex software systems, data, and integrations
What we provide
* Medical, dental, and vision insurance with an H.S.A. option
* Short- and long-term disability insurance
* Company-paid basic life insurance
* 401(k) with 3.5% company match and immediate vesting
* Free financial education and consultation
* Wellness program that helps you earn lower premiums
* Robust EAP program
* 12 weeks fully paid parental leave
* Up to $5,000 adoption reimbursement
* $500 wellness reimbursement after 60 days of employment
* Generous PTO policy and 10 company paid holidays
* Company paid cell phone plan
If you find yourself checking a lot of these boxes but doubting whether you should apply, we encourage you to apply anyway. You may be just the right candidate for this or other roles. Northwoods is committed to diversity and is proud to be an equal opportunity employer.
Who is Northwoods?
Northwoods makes software solutions that improve the quality of the life of case managers and social workers in the Health and Human Services (HHS) field. Recognized as one of Columbus' top places to work, working at Northwoods means being part of a team that's passionate about making an impact on the lives of HHS professionals and the families they serve.
We believe in creating a culture of inclusivity and accountability seeking to hire professional, passionate, and driven individuals that believe in our values:
1. Curiosity
2. Community
3. Resourcefulness
4. Stewardship
We believe that our team members are all accountable adults, not only to themselves but to each other, and we treat them that way.
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