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Manager, Field Operations

Cypress, CA
Atrilogys direct client is seeking a Field Operations Manager to join their team in Cypress, CA. This is a Full Time Direct Hire opportunity.

Title: Manager, Field Operations
Location: Cypress, CA
Duration: Full Time Direct Hire

The Manager, Field Operations is a key member to the management team and is responsible for managing a remote team of Field Operations Analysts, as well as the delivery of tools utilized to enhance operational effectiveness across the organization, specifically in our field and warehouse operations.

The Manager, Field Operations will provide broad functional and technical expertise to lead and motivate a diverse and geographically dispersed team of Field Operations Analysts who operate in a high demand / time sensitive environment.  The Field Operations team provides support to end-users by installing, configuring, troubleshooting, and maintaining numerous and diverse types of software and hardware in support of our business offices and warehouses across North America.  In addition, the person filling this role will track core metrics necessary to drive the advancement of operational activities.

To be successful in this role, the Manager, Field Operations will work closely with the Director, IT Support Services to oversee the implementation of best practices in the field, build and maintain strong and strategic partnerships across the organization, and quickly gain an understanding of our business needs.

The Manager, Field Operations will collaborate and coordinate with members of the companies team during the requirements, design, procurement, and implementation of field and warehouse solutions, while remaining in compliance with internal processes that support these activities.

  • Lead, coach, and mentor a team of Field Operations Analysts strategically located across North America
  • Ability to take complex technical concepts and communicate them to different levels/roles across the organization
  • Build and maintain strong and strategic partnerships across the organization
  • Design and implement a methodology for managing and prioritizing work
  • Manage resource allocations and staffing
  • Act as a further escalation point for unresolved or escalated requests
  • Stay current with changing business priorities and re-align project work/resources as appropriate
  • Monitor customer support for assigned areas, ensuring that reported problems are prioritized and addressed in a timely manner in support of Service Level Agreements
  • Ensure team takes ownership of user problems and be proactive when dealing with user issues
  • Reduce incidents by analyzing incident trends and recommending and implementing solutions, including training
  • Ensure all requests are logged in the IT Support Desk ticketing system
  • Avoid unnecessary support and project delays by escalating matters to senior management, where appropriate
  • Be a strong change agent with the ability to influence across many levels to promote organizational change and values
  • Build knowledge of Reliance’s business by developing a deep knowledge of its products, processing, customers, and vendors
  • Comply with all internal and external policies and procedures for Architecture Standards, Security, Project Management Methodology, SDLC, Change Management, Procurement and Finance
  • Provide input into and conduct Performance Reviews and Goal Setting with direct reports

  • Embrace and foster the company culture within the Field Operations department, consistently modeling our values and norms
  • Pursue training and development opportunities; Strives to continuously build knowledge and skills
  • Assist personnel in other company departments to resolve technical and/or application issues

  • Bachelor’s degree in Computer Science, Engineering, or equivalent work experience in a related field required
  • 5+ years IT management experience supporting warehouse and/or office environments required
  • Experience managing field operations in a large enterprise environment preferred
  • Demonstrated expertise supporting the following technologies:
    • Microsoft Office products
    • Warehouse automation products (wireless access points, RF scanners, and label printers)
    • Various end user computing devices (PCs, Laptops, VDI, tablets, cell phones, and printers)
    • Basic WAN and network concepts, including the ability to troubleshoot issues to determine root cause analysis
  • Advanced operating knowledge of typical office equipment, such as CISCO VOIP telephones, copier, fax machine, E-mail, etc.
  • Experience delivering exceptional customer service, including the ability to work with people with varying technology competencies
  • Experience developing strategies, managing implementations, and/or providing support for application deployments
  • Experience performing IT installations, configurations, and troubleshooting computer hardware and software in accordance with IT Services standards
  • Ability to reach common ground and drive personnel toward ITIL best practices in a new and growth oriented environment
  • Strong verbal, written, and presentation skills
  • Ability to convey complex information to a broad audience
  • Demonstrated ability to manage multiple and significantly complex projects and assignments with high level of autonomy and accountability for results
  • Ability to understand and discuss technical concepts
  • Excellent level of analytical ability, communication, and interpersonal skills required to build relationships with team members and customers to solve problems and resolve issues
  • Experience managing geographically-dispersed teams, with ability to hire, lead, develop, and retain top talent
  • A team player with integrity, passion, initiative, and leadership ability
  • Strong blend of business and technical acumen
  • Self-starter with an ability to work independently under minimal supervision
  • Highly organized, multi-tasking capabilities, and commitment to detail
  • High degree of initiative and professionalism
  • Strong Microsoft Excel, Word, and PowerPoint skills

For immediate consideration please submit your resume in Word format, along with daytime contact information.  LOCAL CANDIDATES ONLY PLEASE unless you are willing to relocate yourself at your own expense.  Client is unable to provide H-1B Visa sponsorship at this time. All submittals will be treated confidentially.  Selected candidate may be asked to complete a comprehensive background, credit and/or drug screening.  Principals only, no third parties please.

Atrilogy Solutions Group, Inc. (est. 2000), in partnership with Peak17 Consulting (est. 2008), provides organizations of all sizes with high-quality, cost effective information technology (IT) staffing services. 
Atrilogy has been recognized by Inc. magazine as one of the nation’s fastest-growing, privately held companies. Headquartered in Irvine, California, Atrilogy also has offices in Denver, Phoenix, & Atlanta with satellite offices in Boston, Jersey City, Las Vegas, and Delhi, India.
Clients turn to Atrilogy for expertise in:
  • IT staffing and placement such as Project Managers, Agile/Scrum Masters, Business Analysts, DBAs, Software Engineers, Mobile Developers (iOS, Android), DevOps, Automation, QA, Systems & Network Engineers, Cyber Security / Information Security Specialists, ERP, CRM, Business Intelligence, Data Warehousing, Big Data and Creative (UI/UX, Web Design)
 Clients turn to Peak17 for expertise in:
  • Operational staffing and placement of Accounting/Finance, Human Resources, and Marketing professionals, as well as Information Technology resources.
Atrilogy Solutions Group and Peak17 Consulting are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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