Eos it solutions is a global technology and logistics company providing collaboration and business it support services to some of the world's largest industry leaders delivering forward-thinking solutions based on multi-domain architecture customer satisfaction and commitment to superior quality of service are our top business priorities along with investing in and supporting our partners and employees we are a true international it provider and are proud to deliver our services through global simplicity with trusted transparency
we are seeking a highly motivated and experienced operations manager to manage support agents across multi-disciplined support areas this role will involve day to day management of support engineers across four key areas audiovisual av conference room support level 1 network infrastructure support tier 1 service desk operations and logistic operations for emea you will play a critical role in ensuring we deliver a best-in-class service to our customers
key responsibilities include:
* strategically plan and manage logistics warehouse transportation and customer services
* direct optimize and coordinate full order cycle
* responsible for planning developing organizing and leading a regional team enhancing overall service level and satisfaction
* extract and analyze daily performance reports evaluating the performance and quality of both internal and third-party logistics suppliers
* present findings to senior management and develop and implement plans for performance improvements
* keep track of quality quantity stock levels delivery times transport costs and efficiency
* oversee and manage recruitment and new hire onboarding across all regional locations
* responsible for maintaining accurate management of all incident tasks projects and requests performed
* responsible for ensuring the team is performing maintenance and repair tasks on all vc gear to maintain uptime and address all primary issues
* remove roadblocks for tier 1 support team as issues arise work with indeed to resolve
* work with the global management team to create and maintain globally consistent operational processes and procedures and training documentation
* responsible for developing efficiencies within the process workflow to ensure all technician time is used effectively
* monitor operational dashboards and reporting for service health and escalate appropriately
* utilize the reporting data to recommend and execute continual service improvement initiatives
* lead and inspire motivate and mentor your team fostering a culture of continuous improvement and a positive learning environment
qualified candidates will possess:
* a proven track record in a customer-facing it environment
* strong leadership capabilities and the ability to work independently
* strong customer focus
* experience supporting jira slack google suite okta verify and apple product set
* technical understanding of networking wifi mac os cisco linux windows and audio visual setup and support
* strong understanding of service desk concepts and incident management process
* itil qualification desirable
* supply chain management qualification desirable
* outstanding written and verbal communication skills you know how to build strong relationships with suppliers colleagues and stakeholders
* pro-active service-oriented mindset and a strong focus on the quality of work
* people-orientated individual who can motivate others to thrive in a global team environment and contribute positively to a dynamic work environment
* 5+ years managing a service desk is a must
* 3+ years leading a service desk
* 2+ years logistic management
* experience of implementing warehouse standard operating procedures and processes