Manager, IT Operations

We are seeking a motivated and talented IT Operations Manager to lead our dynamic IT Operations team. In this role, you will provide exceptional technical support across various platforms, including hardware, software, and network services. You will oversee both internal and external teams, ensuring timely and comprehensive resolutions to technical issues. Your leadership will be pivotal in deploying new tools and services, managing service desk personnel, and enhancing the overall customer experience.

This role is 100% onsite.

Primary Responsibilities:

• Ensure customer service requests are handled promptly and thoroughly.
• Provide support to local and remote employees, addressing issues related to desktop/laptop/mobile devices, software, hardware, and network services.
• Prioritize projects and operational tasks effectively to meet defined Service Level Agreements (SLAs).
• Manage, install, configure, and troubleshoot hardware, including laptops, workstations, printers, phones, video conference units, and mobile devices.
• Respond promptly to escalations for technical assistance via phone, email, and in-person as needed.
• Communicate effectively across multiple levels of the organization.
• Provide leadership to maintain standard operating procedures, ensure best practices, and develop guidelines for delivering high-quality support.
• Maintain effective partnerships and influence management, peers, and project staff through an inclusive leadership style.
• Set high customer service standards and hold technicians accountable to those standards.
• Contribute to improving customer support by addressing situations that fall below these standards.
• Establish best practices throughout the entire technical support process.
• Develop daily, weekly, and monthly reports to monitor productivity and provide results to the management team.
• Manage the IT service desk team members and evaluate performance against established expectations.

Qualifications:

• Bachelor's degree in Computer Science, IT or related required
• 7-10 years in desktop support; 3+ years managing a service desk team.
• Expertise in Active Directory, Microsoft 365, Exchange Online, and Entra ID.
• Strong knowledge of SharePoint, Teams, OneDrive, and cybersecurity best practices.
• Experience with mobile device management, endpoint security, and IT support tools.
• ITIL or similar certifications are a plus.
• Excellent leadership, problem-solving, and customer service skills.
• Strong organizational, communication, and project management abilities.

Physical Demands:

• Regularly required to sit; use hands to handle or feel and type.
• Speaking and hearing ability; heavy communication through talking and listening to employees and clients directly as well as through telephone conversations to resolving issues
• Frequently required to reach with hands and arms.
• Occasionally required to stand; walk and stoop, kneel, crouch, or crawl.
• May lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. We make hiring decisions based solely on qualifications, merit, and business needs at the time.

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About Champions Group: 

Champions Group is a nationwide leading provider of essential home services specializing in heating, air conditioning and plumbing services. With the mission to maintain long term relationships with its customers, Champions Group is dedicated to delivering timely, high-quality services across a comprehensive suite of HVAC, plumbing and electrical products. Champions Group Holdings includes brands from across the country, including Adeedo!, ASI, Bell Brothers, Fetch-A-Tech, HELP, Hobaica, Howard Air, Jet, JW Plumbing Heating and Air, M and M Heating, Cooling, Plumbing & Electrical, Moore Home Services, ProSkill Services, Scottsdale Air, Seatown Electric, Plumbing, Heating & Air, Service Champions, Service Wizard, Sierra Air, Swan Plumbing, Heating & Air Conditioning and Timo’s Air Conditioning & Heating. 

We are an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws. Additionally, we will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the California Fair Chance Act and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.   

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