Operations Manager - MCPC

MCPC is a global endpoint management company focused on improving performance, security and sustainability for our clients. MCPC has a purpose, a strategy, and a set of values that animate everything we do.  We provide a wide range of services to our clients including Managed Security, Technology Logistics, IT Talent Solutions and IT Asset Management and Disposition. MCPC has consistently been recognized as one of the top companies in the area to work for and we are proud to have employee retention rates that far exceed the national average. MCPC has a strong commitment to Diversity and Inclusion as well as our Early Talent Program that offers opportunities for people of every education level. MCPC also has a strong commitment to giving back to the community through a variety of means including The Foundry, www.clevelandfoundry.org, which was created by our Founder/Chairman Michael Trebilcock.

Core Values:

Principle

Understanding our client’s needs by applying the appropriate people, process, and technology to achieve the desired outcomes

Quality

Tailoring our services to each client’s individual circumstances by maintaining rigorous quality control that is accountable and predictable

Respect

We welcome the unique contributions of each member of the team by striving to communicate, listen and collaborate in everything we do.

Advancement

MCPc offers employees ample opportunities to enhance their skills and grow as people.  In 2022, 67 Associates received promotions which is 20% of our workforce!

Innovation

MCPC Pioneers new approaches to technology management by measuring and quantifying the value of our services.

Community commitment

We engage with organizations that address educational, cultural, and social needs.   We achieve this by enhancing career development, recreational and educational opportunities for the communities we serve.

Benefits & Appreciation:

• 401k matching and ROTH option
• Company sponsored events (picnics, cookouts, and volunteering opportunities).
• Competitive Medical, Dental and Vision package.
• Company paid Holidays and Paid Time Off.
• Career paths and advancement

Position Overview:  

The Operations Manager is responsible for the daily management, performance monitoring and support of all Onsite Supervisors and their direct employees, subcontractors, and contractors. A substantial portion of this role will be the responsibility to work with those on-site Supervisors and their staff to assure customer satisfaction is met by resolving workflow, quality, project, or technology issues and engaging in resource management activities like individual development plans, training, reviews, evaluations, goal setting and working with contractors to ensure the highest level of proficiency for MCPC. The manager will be responsible for representing the business unit in multiple capacities including leading internal MCPc projects and initiatives, liaison with other business units and MCPC departments, and as a pre (and post) sales representative on various customer engagements as required.

Key Tasks and Responsibilities: 

• Manage MCPC Onsite Supervisors and staff responsible for all aspects of customer Service Delivery in accordance with SLA’s/SLE’s for each customer. 

• Understand and work with Supervisors on analyzing key metrics for each customer MCPc serves to ensure compliance. 

• Work with Sales to provide data on QBR’s for each customer as desired. 

• Manage MCPC’s onsite personnel delivery including the placement, coordination and review of MCPc’s onsite staff and contractors; assuring customer expectations are met and MCPc staff members and contractors are meeting those expectations. 

• Utilize subcontractors and contractors to identify top talent as it relates to meeting the needs of MCPC customers. This includes close coordination with local HR recruiting efforts and existing practices. 

• Work with onsite staff and Operations management teams to ensure technical and process documentation is adhered to and maintained. 

• Manage the onboarding of new customers in collaboration with MCPC Project Managers 

• Facilitate workflow in support of defined Service Level Agreements. 

• Work closely with the Human Resources Department to prepare and deliver offers of employment to full time employees; negotiate and escalate as necessary and assure that compliance best practices are met as it relates to internal/external employees, staffing firms, and customers.  

• Identify, develop, and implement new processes that contribute to increasing the overall efficiency of the onsite service operations and lowering service costs. 

• Ensure compliance in use of quality control documents, time and expense entries, and/or other departmental policies and procedures. 

• Other duties as assigned 

Key Outcome of the Position: 

• Managerial support of all onsite staff including performance, training, time entry reviews, work product inspection, feedback, coaching and holding resources accountable to desired business outcomes.    

Skills and Attributes Required: 

• Excellent interpersonal, organizational, communication and analytical skills. 

• Expert level knowledge of MCPC internal systems. 

• Knowledge of service and incident management, testing and quality procedures. 

• Experience with knowledge management tools and process documentation. 

• Demonstrated ability to effectively multitask in a fast-paced changing environment. 

• Ability to work independently and to create and sustain positive relationships with staff, peers, executives, and customers. 

• Team oriented, action oriented, and a self-starter. 

• Proven track record at successfully applying best practices. 

• Creative thinking and problem-solving ability. 

Qualifications: 

• This is a hands-on position that will provide MCPC a dedicated individual to manage, direct, support, develop, and lead technical resources in delivering MCPC services.    

• The Operations Manager candidate will have a high-level knowledge of staffing, customer service, resource allocation, and a strong understanding of IT service solutions. 

• The ideal candidate will have experience in managing technical resources with specific experience in PC operating system management. 
   

Experience and Educational Requirements: 

• Bachelor’s degree or equivalent work experience required. 

• Ideal candidates will have a minimum of 5 years of various management experience. 

Physical Requirements

The physical requirements of this job include frequent sitting with occasional walking around, carrying light objects, grasping and reaching for things, rare stooping/crouching, clarity of vision, speaking and listening ability. The ability to drive to and from customer appointments is required. The mental requirements of this job include general intelligence, motor coordination skills, coordination of hands, eyes and feet, verbal and numerical intelligence. The workplace environmental conditions are that of a temperature controlled and clean office setting.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job related instructions and to perform other job related duties requested by their supervisor.