THE PERSON

Do you love to lead and provide support to others?  Are you happiest acting as the compass of the team providing direction, assistance and augmentation?  Do you enjoy supporting the success of the team members as well as our customers?  If this sounds like you, then we are eager to connect.    

Our Ideal Remote Operations Manager  

• A Conductor:  Are you passionate about creating a harmonious work environment where the team can be productive and creative and the customers are more than satisfied? 
• Wingman:  Are you eager to provide backup support and knowledge to the team?
• Go to person:  Are you the one that everyone comes to for answers or advice? 
• Designer:  Do you have a knack for planning and implementation?   
• A Relationship Builder:  Are you responsive, expertly developing team relationships with a focus on long-term satisfaction and growth?

Our ideal Remote Operations Manager is a critical part of our team and leads the remote team as they interact with our customers.  Within this role, you will be responsible for providing opportunities for development and direction as the team assists our customers in providing outstanding technical and customer service support.  

RESPONSIBILITIES

The responsibilities of the Remote Operations Manager include but are not limited to:

• Oversee the remote team’s daily activities
• Identify, manage and resolve Tier 2 issues that have been escalated by the team
• Perform customer follow-up to verify final resolution and determine satisfaction level for Tier 2 issues
• Function as the customer’s single point-of-contact for problem identification and resolution for escalated issues
• Communicate with all relevant parties in a constructive manner to guarantee customer expectations are met
• Maintain awareness of all outstanding customer post-delivery issues and provide status to clients as necessary
• Interface with appropriate 3^rd party support for customer problems that cannot be resolved effectively
• Understand overall remote team objectives, as well as the role and function of each team member
• Design and maintain process documentation for the remote team
• Manage the process of implementing change efficiently and effectively
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices
• Manage the development of the team by ensuring that quarterly goals and objectives are in line with their career interests
• Ensure that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production
• On-call coverage as needed

*This position is in Cheshire Connecticut

QUALIFICATIONS

Required

• Associates or technical diploma in computer science, business administration or a related field OR equivalent experience
• 4 years of IT or related experience
• 2 years of management experience
• Located within an hours’ commute from the Cheshire, CT office
• Ability to communicate technical information in simple, easy to understand manner
• Proven ability to work and resolve customer issues in a timely manner
• Ability to look at the computer screen for up to 8 hours daily
• Lift/carry up to 15lbs.

Preferred

• Experience working in an MSP environment
• Familiarity  with Medical and Dental office operations

THE COMPANY - Integrity Systems and Solutions

Focused on the technology needs of medical and dental practices in the New England area for close to 30 years, Integrity isn’t just a word on the sign over the door.  We exist for one reason; to build long-term relationships and provide peace of mind to clients and team members alike.  While we can get excited about the benefits technology can offer, we never want to lose sight of the importance of the human experience.  If you are looking for an opportunity with a company that places value on helping people, you love solving problems, and you enjoy technology, then we are the perfect fit for you.

THE DIFFERENCE

We believe in setting our people up to succeed, so they can do the same for our customers.  We are driven by the following core values:

• Helpful – Our first instinct is to assist our customers
• Always Learning – Building our skills to consistently deliver Best-in-Class service
• Courteous – We listen carefully, then communicate clearly in a thoughtful, respectful manner
• Tenacious – We don’t give up until the job is finished and the customer is satisfied
• Integrity – Doing the right thing always, even if it hurts

WHY WORK WITH US?

At Integrity, we are a team of like-minded professionals who like to work hard but also like to have fun.  When we’re not busy delivering for our customers, you may find us discussing Star Wars versus Star Trek, the finer points of any particular movie or song, or the latest Magic The Gathering set that has been released.  We believe in keeping the circles connected. In addition to each team member meeting with their direct supervisor to discuss what’s working and not working, we all gather together quarterly and share the good news of the company while enjoying some type of food and fun activity like archery, cooking, bowling, and go-kart racing to name a few.

Here’s what sets us apart     

• Fun working environment and culture
• Full on-the-job-training and support
• Company provided shirt and laundering
• Paid Birthday Holiday