Operations Manager

Here’s why we think you’ll love it here:

• Grow your career with hands-on learning, paid certification training, career roadmaps, and mentorship with one of the largest team of IT engineering experts in the region.
• You’ll love who you work with. At Edafio, your intelligent and passionate colleagues are more than just coworkers — they’re friends.
• As one of Arkansas’s Best Places to Work for five years running, we’re serious about fostering a culture of transparency and helpfulness.

Edafio, "Empowering IT - Powered by People," is one of the largest full-service technology providers in the mid-south region and ranks among the top managed service providers (MSPs) nationwide. Established in 1999, we have built our reputation on a commitment to our client's success, integrity, and a respect-driven team approach. We proudly support technology strategies for businesses across all verticals with our world-class team of over 100 certified engineers and specialists operating from our offices in Central and Northwest Arkansas.
We are always on the lookout for talented and passionate people that have what it takes in both aptitude and empathy to be a true contributor. With that in mind, we go to great lengths to ensure new contributors meet or exceed client expectations, as well as, live and work in alignment with our core values, which form the very foundation of who we are:

• A commitment to our clients' success
• Unquestionable integrity
• Takes personal accountability
• A one-team approach with humility and respect

If you embrace our values, we want to hear from you.

Summary of the Role: The Operations Manager is responsible for delivering high service availability and manage a high-performance team. The candidate should establish and maintain proactive and reactive network operations and incident management services and escalation support. Responsibilities include implementing, maintaining and continuously improving accurate monitoring effectively managing Operations Center Teams.

Specific responsibilities include:

Team Management

• Oversee, develop, and mentor a growing team of high-performance engineers
• Provide the necessary support and guidance to the team
• Establish goals, conduct training, perform annual reviews, schedule team meetings. Continue to maintain consistent monitoring of all Edafio services and ensure the team is following proper procedures in detecting issues
• Act as an escalation point for Operations Center related issues being handled by other team members
• Work on achieving team goals in meeting expected TRT for ticket completion as well as TTA and TTR during incident response
• Implement continuous improvement process; Develop, document, implement, and continuously improve the necessary processes
• Identify, measure, and publish critical metrics to monitor and identify areas requiring improvement
• Lead and facilitate incidents as part of first responders
• Be available to assist or take the lead on issues after-hours and/or on weekends
• Ensure shift handover is handled smoothly and correctly
• Manage, schedule, and participate in on call rotation coverage when necessary
• Conduct ticket reviews, manage schedules, and conduct performance reviews

Event, Incident & Problem Management

• Ensure team follows proper incident management process across multiple teams
• Ensure appropriate resources are engaged in incident response/ resolution, active event management alerts are properly handled
• Enforce proper, accurate and timely incident ticket updates to prepare needed information for performing RCAs (Root Cause Analysis) of incidents
• Participate actively in Post-Mortems to ensure all incidents are evaluated through proper problem management and corrective and preventive actions are implemented

Process Development and Implementation

• Implement continuous improvement processes; develop, document, implement, and continuously improve the necessary processes to ensure an effective team is maintained
• Identify, measure, and publish critical metrics to monitor and identify areas requiring improvement

Maintain and update service documentation to reflect service delivery changes

Required skills:

• 3+ years of Experience in Systems/Network Operations.
• 2 years of Technical Lead or Manager experience required
• 3+ years of IT experience
• Knowledge of enterprise IT infrastructure including systems, networking, and security management
• Ability to pay attention to details
• Written and oral communication skills
• Ability to prioritize and execute tasks in a fast-paced environment
• Willingness to take on new challenges and build on current skills
• Exceptional analytical and conceptual thinking skills
• Ability to multi-task and be a self-starter while motivating others
• Ability to check all technical material for consistency and accuracy

Preferred skills, education or experience:

• Experience in ITSM is a plus

• ConnectWise
• Kaseya VSA
• BrightGuage
• nCentral
• BackBox
• ServiceNow

Required and/or Preferred Education:

• High School diploma or GED equivalent required
• Bachelor’s degree in Information Systems or Computer Science or 5+ years applicable experience preferred

Travel:20% local travel is possible

Status: Full-time/Exempt / Standard Workdays & Hours (30+ hours /week) / Some on-call may be required

Physical demands: Must be able to sit, stand, and bend for the duration of shift. The position is mainly sitting, with occasional lifting up to 50 lbs, such as laptop, server equipment, and, driving to the work site to meet with client(s).

Supervisory responsibilities: Yes

Full-Time Associate Benefits:

• 401K Match Plan
• Benefits Cafeteria Insurance Plan (active first month following hire date):

1. Medical – Arkansas Blue Cross Blue Shield PPO or HSA option (includes $100/month HSA seed money from Edafio)
2. Dental – Delta Dental
3. Vision – Delta Dental
4. Flexible Spending Accounts (Health and Dependent Care)
5. Life – Lincoln Financial (1.5 times salary)
6. Short/Long Term Disability – Lincoln Financial

• Parental Leave Policy
• Maternity, Paternity, and/or Adoption option
• 6 weeks at 100% pay available to covered Associate
• Flexible PTO plan
• 8 company-paid holidays
• Mentorship Program
• Associate Focus Plan with Professional Development and Recommended Certification courses
• Hybrid workplace

As a UCS/SOC 2 Type 2 Certified organization, Edafio offers the highest level of trust and peace of mind to our clients, providing robust IT consulting, cybersecurity, M365 capabilities, cloud computing, and healthcare practice optimization services. We strive to be technology partners who design, deploy, and support solutions, ensuring your business objectives are met while providing unlimited, personalized, world-class technical support. 

Edafio, honored with numerous awards for its culture, technological expertise, and code of ethics, owes its success to our core values and the dedication of our team. Our goal to empower technology powered by people is the heart of our operations as we invest in the peace of mind that our services bring to our clients. We exist to help, build, and protect our clients’ businesses through strategic, personalized technology solutions, firmly believing that the people behind the technology are what truly make the difference.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the associate. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.