Operations support managers provide customers, clients, and staff with global technical support. They are responsible for managing daily technical operations for their organization while ensuring overall efficiency. They are expected to collect and analyze metrics, provide reports regularly to managers, and routinely assess the efficiency, effectiveness, and technical proficiency of the support team. The operations support manager oversees the work of other individuals in the technical support department, providing guidance, supervision, and discipline as needed. The position requires excellent communication skills to work effectively with subordinates, customers, engineers, managers, and others. A successful record in project management is helpful in improving support processes, and operations support managers need to be able to think quickly and adapt in a flexible work environment. This position is generally full time, although overtime may be required depending on the needs of the business.
A bachelor's degree in a relevant field is generally the minimum educational requirement for this position, although requirements vary by employer. Sometimes certifications in specialized technical programs are needed, and relevant experience is generally required. Experience in a leadership or managerial capacity is usually needed as well. An operations support manager should be able to work effectively on their own with minimal supervision, as well as on a team. They should have excellent multitasking and data analysis skills.
Operations Support Manager Tasks
Establish work flows, practices and standards to ensure that ongoing support is provided for operations.
Provide staff direction in analyzing and resolving escalated operational problems.
Track and monitor daily workload to ensure client and operations expectations are met.