TSS Operations Manager

Job not on LinkedIn

🔥 16 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $65k - $72k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Amplix

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

💼 Consulting

🤝 B2B

🏢 Enterprise

Consulting • B2B • Enterprise

Amplix is a technology advisory and managed services firm that helps organizations plan, procure, implement, and operate enterprise technology. They offer end-to-end services across the technology life cycle—strategy, evaluation & procurement, implementation, and managed services (branded Amplix Care)—and focus on domains such as customer experience (CX), artificial intelligence, network & infrastructure, unified communications, cloud solutions, security, business applications, and mobility. Amplix serves a range of industries including financial services, healthcare, retail, hospitality, manufacturing, construction, technology/SaaS/utilities, and state & local education (SLED). They have specialized capabilities for contact-center platforms (Genesys, Zoom, Five9, RingCentral, NICE CXone), emphasize cost optimization and vendor/contract management, and have pursued growth via acquisitions and security certifications (e. g. , SOC 2 Type II).

📋 Description

• Oversee and optimize technical support services operations to ensure exceptional service delivery and customer satisfaction across the United States • Manage and supervise daily operations of the technical support services team • Coordinate cross-functional teams and serve as a liaison between technical support teams, clients, and senior leadership • Develop and implement operational policies, procedures, and best practices • Lead strategic planning and resource allocation aligned with business objectives • Monitor KPIs and generate reports on team performance, service levels, and customer satisfaction • Lead recruitment, training, and professional development initiatives • Identify operational risks and develop mitigation strategies for service continuity and compliance • Drive continuous improvement projects by analyzing workflows, identifying bottlenecks, and implementing solutions • Serve as the escalation point for complex technical issues and ensure communication with clients and stakeholders

🎯 Requirements

• Bachelor’s degree in business administration or a related field • Minimum of 5 years of experience in technical support operations or a similar managerial role • Proven experience managing teams in a fast-paced, customer-focused environment • Strong understanding of technical support processes, service delivery models, and customer service principles • Excellent communication, leadership, and problem-solving skills • Familiarity with CRM and ticketing systems such as Salesforce, ManageEngine, or ServiceNow is preferred • Master’s degree in business administration, Technology Management, or a related discipline is preferred

🏖️ Benefits

• Discretionary bonus or sales commission may be offered at the company’s discretion • Professional development initiatives • Compensation may vary based on geographic location, merit or performance, skills, education, travel requirements, and experience