Wireless IT Operations Manager

Our client company provides a comprehensive suite of enterprise mobility management services, including Mobile Device Management (MDM), device protection, 7 days a week support, wireless expense management, GPS tracking solutions, and device lifecycle management from procurement to recycling. These services enhance technology, security, and network operations for businesses of all sizes.

They are empowering businesses of all sizes to leverage the power of mobile/wireless technology securely and efficiently. Our comprehensive suite of services includes:

• Mobile Device Management (MDM): We ensure complete control and security over your company's mobile devices, including smartphones, tablets, and laptops.
• Device Protection: We safeguard your devices against loss, theft, and unauthorized access.
• 7 days a week Support: Our dedicated support team is always available to assist your employees with any mobile/wireless device issues.
• Wireless Expense Management: We optimize your wireless spending by providing real-time insights and cost-saving strategies.
• GPS Tracking Solutions: Gain real-time visibility into your mobile/wireless workforce, enhancing efficiency and safety.
• Device Lifecycle Management: We manage your entire device lifecycle, from procurement and deployment to secure data wiping and recycling.

In addition to these services, the company also offers Device Repair Plan, Ordering and Procurement, and Device Setup.

ABOUT ROLE:

The Wireless ITOps Manager will lead and manage:

1. Order Team:

• Oversee order processing, phone setup, software installation, shipping/receiving operations, and physical inventory.
• Manage provisioning of new endpoints, coordinate project activities, maintain customer software configurations and ensure transparency/visibility on orders throughout the process. 

2. Repair Shop:

• Oversee device repair and warranty process, quality control, and selection and sourcing of parts and replacement phones. 
• Develop and maintain company standards/specifications, manage solutions for seasonal volume spikes, and handle escalations for delays or issues including communication to both clients and internal stakeholders.
  

3. Help Desk Team:

• Manage the offshore support team in the Philippines for technical support and system troubleshooting.
• Ensure consistency and quality in customer support, facilitate employee training/development, and foster positive relations.
  

4. Expense Management Team:

• Oversee the team responsible for auditing customer’s telecom bills and managing administrative tasks (suspensions, cancellations, carrier billing, etc.).
• Perform system monitoring, analysis, compliance audits, and system improvements.
  

RESPONSIBILITIES:

1. Lead and Manage Teams:

• Provide strategic direction and coaching to four key teams: Order, Repairs, Help Desk, and Expense Management.

• Drive team performance, talent development, and achieve departmental goals.

2. Technical Expertise:

• Oversee technical operations for MDM implementation, configuration, maintenance, and troubleshooting including general phone and carrier issues.
• Collaborate with clients to diagnose and resolve hardware/software issues using SaaS, Carrier, and Web tools.
• Analyze system performance, identify risks, and recommend solutions for improvement and expansion.

3. Operations Management:

• Oversee the execution of daily operations to ensure timely completion and adherence to regulatory standards.

• Manage the provisioning and deployment of new endpoints (mobile phones and tablets).
• Collaborate with stakeholders (users, management, vendors, technicians) to assess and meet IT needs.
• Supervise inventory and sourcing for all physical products, including repair parts, phones, accessories, and office supplies.

4. Leadership and Culture:

• Foster a positive and collaborative work environment, promoting continuous learning and development for your team.

• Champion a culture of efficiency, results and continuous improvement through Six Sigma practices.

Requirements

• Bachelor’s degree in a technical field (Computer Science, Engineering) or related experience.
• Strong technical experience with MDM implementation/migration on an enterprise scale.
• 7+ years of relevant experience.
• Excellent verbal and written communication, problem-solving skills, and attention to detail.
• Knowledge of MDM & Mobile/Wireless OS architectures, production processes, quality control, and strategic planning.
• Ability to work independently, manage time effectively, and lead a team.
• Knowledge of computer software to support our mobile/wireless fleet software.

COMPETENCIES

Apply today to be part of a dynamic team that ensures efficient and smooth wireless operations for businesses of all sizes. We care about what and how things get done.

1. Leadership and Team Management:

• Proven track record of leading successful teams.
• Results-oriented approach with a focus on achieving goals.

2. Technological Proficiency:

• Strong interest and experience in technology.
• Ability to implement and manage advanced tech solutions.

3. Drive and Determination:

• Highly motivated and hungry for success.
• Demonstrates commitment and persistence in achieving objectives.

4. Efficiency and Organization:

• Excellent organizational skills and structured thought process.
• Effectively manages time and resources to meet deadlines.

5. Professionalism and Sensitivity:

• Focused on getting things done.
• Comfortable working onsite/offsite daily and managing remote tasks.

Benefits

They offer a competitive compensation package that includes a salary range of $80,000 to $130,000 annually, along with a performance-based bonus tied to achieving agreed-upon Objectives and Key Results (OKRs).  They also provide a comprehensive benefits package including health insurance, dental insurance, vision insurance, paid time off, etc.

WHY JOIN US?

You will be part of a dynamic team that's passionate about delivering efficient and secure wireless IT solutions. They offer a collaborative work environment where you can make a real impact on our business and our clients' success.