operations support manager

DENT WIZARD

<div><h1 class="jobSectionHeader"><b>For a quick application text APPLY1 to 82174</b></h1><p></p><div><p><b>
About Dent Wizard</b></p><p>
Dent Wizard is the nation&rsquo;s undisputed leader in automotive reconditioning services and vehicle protection products &ndash; and our success is the result of the great people who serve our customers. We&rsquo;re stable, growing and have a strong business model, with opportunities in 43 states, 2.5 million vehicles repaired every year and more than 3,000 highly skilled employees. Help us reach new heights and receive the respect, rewards and recognition you deserve.</p></div><p></p><p>
The Operations Support Manager is responsible for driving operational excellence and supporting the successful onboarding, launch, and ongoing performance of customer sites within their district. They drive non-technician gross margin at a district level, including managing the cost of supplies and fleet, and supporting parts margin expansion, acting as the district level lead with the Supply Chain team. This role leads cross-functional initiatives, manages technical and operational processes, and serves as a coach for front-line leaders and technicians. They are a member of the district leadership team in partnership with the District Operations Manager and Business Development Executive.</p><p></p><p><b>
Key Responsibilities:</b></p><p></p><p><b>
Customer Onboarding &amp; Launches</b></p><ul><li>
Drive and own the end-to-end customer onboarding process, ensuring a seamless transition from pre-launch to full operational status.</li><li>
Plan and lead customer pre-launch due diligence, including site assessments, requirements gathering, and risk identification.</li><li>
Manage multiple service launches simultaneously, coordinating resources and timelines to meet customer and business objectives.</li><li>
Lead buildout planning and execution for new locations, leveraging external vendor partners as required.</li></ul><p></p><p><b>
Operational Excellence &amp; Quality</b></p><ul><li>
Identify root causes for technical customer service concerns and implement corrective actions to resolve issues and prevent recurrence.</li><li>
Develop, implement, and continuously improve critical processes to enhance operational quality, efficiency, and customer satisfaction.</li><li>
Troubleshoot operational issues and implement Standard Operating Procedures (SOPs) to drive consistency and best practices across sites.</li><li>
Drive leaders to optimize day-to-day operations, leveraging data and feedback to improve performance.</li><li>
Ensure we are meeting the Customer Promise cycle time consistently across the district.</li></ul><p></p><p><b>
Technical Training &amp; Support</b></p><ul><li>
Provide technical training and support to technicians and front-line field leaders, ensuring teams are equipped with the skills and knowledge needed for success.</li><li>
Serve as a resource for technical problem-solving and process improvement initiatives.</li></ul><p></p><p><b>
Supply expense management</b></p><ul><li>
Minimize tech supply costs by ensuring consistent use of preferred suppliers, controlling credit cards, and driving strong ordering processes (e.g., min/max processes, etc.)</li><li>
Analyze supply usage to identify locations of overspending and root cause problem-solving to drive savings.</li><li>
Ensure parts profitability via vendor leverage and best practices</li><li>
Automate invoices to reduce front-line manager time commitment.</li></ul><p></p><p><b>
Supply Chain &amp; Fleet Management</b></p><ul><li>
Lead supply chain initiatives for the division, collaborating with procurement and fleet teams to ensure timely and cost-effective delivery of materials and equipment.</li><li>
Own all site and fleet-related audits, ensuring compliance with company standards and regulatory requirements.</li><li>
Manage fleet requests, including vehicle allocation, maintenance, and replacement planning.</li><li>
Lead EH&amp;S initiatives for the division, ensuring compliance with all regulatory requirements and fostering a culture of safety and responsibility.</li></ul><p></p><p><b>
World Class Teams</b></p><ul><li>
Coach the Operations Leadership Team on areas within their responsibility, fostering a culture of accountability, continuous improvement, and professional growth.</li></ul><p></p><p><b>
Other duties as assigned.
</b></p><p></p><p><b>Key Competencies</b></p><ul><li>
Operational Excellence</li><li>
Project Management</li><li>
Technical Acumen</li><li>
Leadership &amp; Coaching</li><li>
Problem Solving</li><li>
Communication &amp; Collaboration</li><li>
Customer Focus</li><li>
Change Management</li></ul><p></p><p><b>
Position Requirements</b></p><ul><li>
A bachelor&rsquo;s degree in business, operations management, or a related field is preferred.</li><li>
5+ years of experience in operations, project management, or a related discipline.</li><li>
Proven ability to lead cross-functional teams and manage multiple projects simultaneously.</li><li>
Strong analytical and problem-solving skills, with experience in root cause analysis and process improvement.</li><li>
Excellent communication and interpersonal skills, with the ability to coach and influence at all levels of the organization.</li><li>
Prior experience as a field leader (e.g., AOM, FOM) preferred.</li><li>
Experience in technical training, supply chain management, and fleet operations is highly desirable.</li><li>
Must live in a market that they support.</li><li>
Ability to travel as needed to support site launches and operational initiatives.</li></ul><p></p><p><b>
Physical Job Requirements</b></p><ul><li>
Consistent in field visits with the leaders and technicians (around 75%).</li></ul><p></p><p><b>
Drug Policy</b></p><ul><li>
All applicants being considered for employment must pass a pre-employment drug screening and background check.</li></ul><p></p><p>
The compensation offered for this position will depend on qualifications, experience, and geographic location.</p><p></p><p>
The starting compensation is expected to be:
</p>$84,000.00 - $105,000.00/ Year<p></p><p>
We offer a competitive &amp; comprehensive benefit package including: paid time off, medical, dental, vision, and 401k match (50% on the dollar up to 7% of employee contribution). For more information on our benefit offerings, please visit our Dealer Tire Family of Companies Benefits Highlights Booklet.</p><p></p><p><b>
EOE Statement: </b>Dent Wizard is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.</p><p></p><ul><li>ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact Dent Wizard's Human Resources Department to discuss your specific needs. Please feel free to contact us at recruiting@dentwizard.com.</li></ul></div>

Automotive Operations Support Manager (Chicago, IL)

Automotive Operations Support Manager (Remote MI & IN)

Automotive Operations Support Manager (Remote NH & MN)

Lucky Strike Entertainment

<div>Overview:
<div><b>
*Very heavy travel involved with this position 80% or more*</b></div><div></div><div><b><br>
WHO WE ARE</b></div><div></div><div><br>
Creative. Intelligent. Driven. Those are just a few of the qualities embodied by our all-star corporate team.</div><div>
We're a diverse group of associates representing various ages, interests, backgrounds, and levels of experience. But the one thing we all have in common is an unwavering commitment to excellence&mdash;performing our best to bring world-class entertainment to our guests.</div><div></div><div><b><br>
WHAT WE LOOK FOR</b></div><div></div><div><br>
Total rock stars. We&rsquo;re on the hunt for initiators, problem-solvers, and creative &ldquo;can-do&rdquo; professionals who are ready to work hard, be bowled, and have fun.</div><div>
We want honest, ambitious, thoughtful leaders who know that sometimes the best ideas come from the most unlikely sources. Think that&rsquo;s you?</div><div></div><div><b><br>
WHAT TO EXPECT</b></div><div></div><div><br>
We&rsquo;re a billion-dollar company with the soul of a start-up, which means we&rsquo;re a tight-knit team that moves quickly. Each day brings something new and unexpected&mdash;and this is where we thrive. We dream big and so should you. If you&rsquo;re ready to collaborate, innovate, own your projects, and think outside the lanes, then it&rsquo;s time for us to talk.</div><div></div><div><br>
Check Us Out!</div><div></div><div><b><br>
SUMMARY: </b>The Senior Field Operations Support Manager plays a critical role in supporting the company&rsquo;s mission of putting people first and delivering a world-class, one-of-a-kind hospitality experience. The field-based training team partners with operations to train and support hourly and management associates on company processes, operational standards, and service excellence. The Senior Field Operations Support Manager ensures consistent execution, guest satisfaction, and team development while fostering a culture of hospitality, fun, and continuous learning. The candidate must be a dynamic individual with a hospitality background and a people-centric personality.</div><div><br>
</div><div><b>ESSENTIAL DUTIES AND RESPONSIBILITIES:</b> Primary duties and responsibilities include, but are not limited to the following:</div><ul><li>
Identify training and performance support needs across locations.</li><li>
Coach management teams to facilitate effective training for their staff, including on-the-job development.</li></ul><ul><li>
Partner with Regional Vice Presidents, District Managers, and Area Managers to align on training standards, operational goals, leadership development, and manager training.</li><li>
Train, retrain, and develop in-location associates to ensure consistent high performance and adherence to company standards.</li></ul><ul><li>
Support implementation and adoption of new technology tools to enhance operational efficiency.</li><li>
Mentor, coach Field Operations Support Managers.</li><li>
Develop selected locations to meet company standards for certification as training centers; conduct validation visits and provide ongoing coaching to ensure compliance and excellence.</li><li>
Conduct field audits to assess and ensure operational excellence, while supporting teams in meeting revenue targets and driving sales performance.</li><li>
Motivate team members through coaching and engagement strategies to foster a productive and goal-driven work environment.</li><li>
Collaborate cross-functionally with other departments to support training initiatives.</li></ul><ul><li>
Develop instructional outlines and utilize appropriate teaching methods such as individual training, group instruction, lectures, demonstrations, workshops, and meetings where needed.</li><li>
Provide feedback to employees and managers to support ongoing development.</li><li>
Support special projects and ongoing operational needs as assigned.</li><li>
Ability to work varying shifts, weekends, holidays, and extended workdays to support business needs.</li><li>
Extensive regional travel is required.</li></ul><div></div><div><b><br>
Office-Based Support</b></div><ul><li>
Serve as subject matter expert (SME) for all operational company processes.
</li><li>Conduct post-project evaluations to assess success and identify best practices.</li></ul><div></div><div><b><br>
QUALIFICATIONS: </b>The Senior Field Operations Support Manager should have a strong background in hospitality or training with exceptional communication and presentation skills. The Senior Field Operations Support Manager must have background in mentoring, coaching, developing and leading. They must be capable of delivering high-quality results under tight deadlines and demonstrate both an outgoing personality and a disciplined work ethic. Manager experience required and multi-until manager experience preferred. Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and Teams is required.</div><div></div><div><b><br>
EDUCATION AND/OR EXPERIENCE: </b>High school diploma. Two to three years in hospitality, training, or a managerial role. Proven experience in implementing training programs for frontline and/or management staff. Experience with performance coaching, leadership development, and hospitality service standards is highly valuable.</div><div></div><div><div><div><div><div><br>
#LI-AD1</div></div></div></div></div><br>
<div></div>
Who We Are:
<div>
Lucky Strike Entertainment, formerly Bowlero Corp, is one of the world&rsquo;s premier location-based entertainment platforms. With over 360 locations across North America, Lucky Strike Entertainment provides experiential offerings in bowling, amusements, water parks, and family entertainment centers. The company also owns the Professional Bowlers Association, the major league of bowling and a growing media property that boasts millions of fans around the globe. For more information on Lucky Strike Entertainment, please visit ir.luckystrikeent.com.</div><div></div><div><br>
The approximate pay rate for this position is $75k-85k annually plus bonus. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and abilities as well as geographic location of the position.</div><div></div><div><br>
Our company culture reflects our commitment to world-class entertainment. We&rsquo;re more than just coworkers; we&rsquo;re a tight-knit community of colleagues and friends. Join a team that works hard, plays hard, and enjoys some seriously fun perks.</div><div>
Lucky Strike Entertainment offers performance-based incentives and a competitive total rewards package which includes healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. More details regarding benefits are available here: www.bowlerocorp.com/careers/benefits</div></div>

Sr. Field Ops Support Manager

Floward

<div>
 <p>
  <strong>
   Job Title:
  </strong>
 </p>
 <p>
  Operations Control Assistant Manager (Country)
 </p>
 <p>
  <strong>
   Department:
  </strong>
  Operations
 </p>
 <p>
  <strong>
   Reporting To:
  </strong>
  Lead Country Operations
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job Purpose
  </strong>
 </p>
 <p>
  The
  <strong>
   Operations Control Assistant Manager (Country)
  </strong>
  supports the implementation of operational control procedures and ensures that all
  <strong>
   Fulfillment Centers (FCs)
  </strong>
  within the assigned country consistently meet Floward&rsquo;s operational standards.The role oversees
  <strong>
   Operations Agents
  </strong>
  who conduct final readiness checks and order verification before dispatch, ensuring accuracy, presentation, and adherence to SOPs.This position acts as a link between on-ground operations and country leadership, ensuring consistency, process discipline, and readiness across all fulfillment sites.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <p>
  <strong>
   1. Fulfillment Control Oversight
  </strong>
 </p>
 <ul>
  <li>
   Supervise day-to-day control activities across all FCs to ensure products are accurate and ready for dispatch.
  </li>
  <li>
   Lead and monitor
   <strong>
    Operations Agents
   </strong>
   performing final verification, packaging, and release checks.
  </li>
  <li>
   Conduct regular visits to fulfillment centers to review process adherence and identify improvement areas.
  </li>
  <li>
   Coordinate with FC leads to ensure smooth operational flow and timely readiness of orders.
  </li>
 </ul>
 <p>
  <strong>
   2. Process Compliance &amp; Standardization
  </strong>
 </p>
 <ul>
  <li>
   Support the rollout and enforcement of operational control procedures across all FCs.
  </li>
  <li>
   Verify that each FC follows Floward&rsquo;s SOPs for packaging, labeling, and dispatch preparation.
  </li>
  <li>
   Identify recurring process issues or non-adherence and implement corrective measures with FC teams.
  </li>
  <li>
   Recommend improvements to streamline readiness activities and reduce operational errors.
  </li>
 </ul>
 <p>
  <strong>
   3. Data Monitoring &amp; Reporting
  </strong>
 </p>
 <ul>
  <li>
   Track and review readiness metrics such as accuracy, order completion, and rework cases.
  </li>
  <li>
   Maintain accurate daily and weekly reports summarizing operational performance.
  </li>
  <li>
   Highlight trends and insights to the Operations Control Manager for decision-making.
  </li>
  <li>
   Support data audits and ensure control-related documentation is up to date.
  </li>
 </ul>
 <p>
  <strong>
   4. Team Leadership &amp; Support
  </strong>
 </p>
 <ul>
  <li>
   Lead, coach, and guide
   <strong>
    Operations Agents
   </strong>
   assigned across multiple FCs.
  </li>
  <li>
   Conduct daily team briefings to communicate priorities and reinforce SOP adherence.
  </li>
  <li>
   Ensure balanced manpower distribution and shift coverage across FCs.
  </li>
  <li>
   Support onboarding and on-the-job training for new control agents.
  </li>
 </ul>
 <p>
  <strong>
   5. Stakeholder Coordination
  </strong>
 </p>
 <ul>
  <li>
   Work closely with Fulfillment Center Leads, Supply Chain, and Country Operations teams to ensure alignment.
  </li>
  <li>
   Escalate operational risks, deviations, or recurring issues to the Operations Control Manager.
  </li>
  <li>
   Collaborate with HR and Operations to address manpower or scheduling needs.
  </li>
  <li>
   Support readiness for operational reviews and internal audits.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications &amp; Experience
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Business, Operations, or Supply Chain Management.
  </li>
  <li>
   <strong>
    6&ndash;8 years
   </strong>
   of experience in
   <strong>
    fulfillment, logistics, or warehouse operations
   </strong>
   , preferably within
   <strong>
    e-commerce or FMCG
   </strong>
   .
  </li>
  <li>
   Experience supervising multi-site operational teams or process control functions.
  </li>
  <li>
   Strong understanding of product handling, packaging, and order readiness workflows.
  </li>
  <li>
   Proficiency in
   <strong>
    WMS systems
   </strong>
   , Excel, and operational reporting tools.
  </li>
  <li>
   Strong leadership, problem-solving, and communication skills
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <em>
    About Floward
   </em>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Founded in 2017, Floward is an online flowers and gifting company; we pride ourselves in creating a seamless experience for our customers and making sending flowers and gifts as enjoyable as receiving them. We source our flowers daily from the best growers and farmers around the world to create one of a kind stunning arrangements and plants that fit every occasion. We also partner with local and international brands to offer a wide range of gifts including chocolate, perfumes,
 </p>
 <p>
  cakes and more, coupled with our arrangements to create the perfect gift. Operating in 36 cities in nine countries across the MENA region and UK, we guarantee same- day delivery across the board through our own refrigerated fleet to ensure our arrangements arrive fresh to the customer.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Website: https://www.floward.co
 </p>
</div>


Operations Control Assistant Manager

Delaware Guidance Services

<div><p><b>About Delaware Guidance Services</b></p><div>
Delaware Guidance Services for Children and Youth, Inc. (DGS) is the largest provider of outpatient behavioral health services to children and families in Delaware. We operate offices in Wilmington, Newark, Dover, Lewes, and Seaford, and we are the only statewide not-for-profit outpatient behavioral health organization for children and adolescents accredited by JCAHO. In 2020, we were honored as a Compassionate Champion for our dedication to serving youth and families using a trauma-informed approach.</div><div></div><div><br>
Through DGS, clients and families have access to outpatient counseling, group therapy, parent-child interaction therapy, and school-based services. Our community-based service lines serve youth and families who require a more intense therapeutic protocol. DGS&rsquo; 24-hour statewide Mobile Response and Stabilization Services (MRSS) dispatches skilled crisis intervention clinicians to provide immediate care to children experiencing behavioral health crises. Therapeutic options are available for a wide range of diagnoses including depression, anxiety, mood disorders, eating disorders, traumatic stress-related disorders, and suicidal ideation. In 2021, DGS clinicians provided over 54,000 direct care hours to children, youth, and families in Delaware. Over 93% of clients report improvement in their level of functioning following treatment, and therapeutic benefits derived from trauma-informed care extend to clients&rsquo; siblings, caregivers, classmates, and peers.</div><div></div><div><br>
Our client population is racially and ethnically diverse; 80% of DGS clients are Medicaid recipients and 90% have household incomes under $30,000. Many of our clients present with significant treatment challenges including learning impacts due to missed school and negative economic impact due to parental missed work. We provide care to anyone in need, regardless of insurance status or ability to pay for care. DGS also provides services specifically tailored to meet the unique behavioral health care needs of child welfare-involved families and foster youth</div><div></div><div><b><br>
Why Work at Delaware Guidance Services?</b></div><div>
DGS strives to build a collaborative, flexible, and client-focused work environment. Employee wellness is a top priority. In addition to offering flexible work arrangements, DGS offers a comprehensive and competitive employee benefits package including the following:</div><br>
<div></div><ul><li>
Competitive Compensation</li><li>
Incentive Pay for Specific Roles</li><li>
Generous Paid Time Off (<i>starting at 44 days of paid leave a year</i>)</li><li>
Up to 6% Annual Contribution to Your Retirement Fund</li><li>
Free Professional Development Opportunities</li><li>
Medical, Dental and Vision Insurance</li><li>
Life and Long-term Disability Insurance</li></ul><p></p><p><b><i><br>
Position Highlights:</i></b></p><ul><li><b>
Generous benefits and time off policies</b></li><li><b>
Ability to work with children through a mission driven organization</b></li></ul><p></p><p><b><br>
Position Description:</b></p><p><b>
Summary/objective</b></p><p>
The Operations Support Coordinator (OSC) plays a vital role in supporting the daily operations of the Behavioral Health site. This position supervises Operations Support Specialists (OSS) and oversees key functions including intake and scheduling, front desk operations, medical records, payroll, and site coordination. The OSC serves as the designated backup to the Operations Manager, ensuring leadership continuity during absences or peak operational periods. The role emphasizes excellence in customer service, staff productivity, and compliance with organizational policies, while also managing building systems and fleet maintenance.</p><p></p><p><b><br>
Essential functions:</b></p><p><i>
Leadership and Operational Oversight</i></p><ul><li>
Supervise OSS staff, including scheduling, task assignment, and performance monitoring.</li><li>
Serve as the professional backup to the Operations Manager, ensuring seamless leadership during absences or high-demand periods.</li><li>
Act as backup for OSS staff handling Medical Authorization (Med Auth) tasks.</li><li>
Assist with onboarding and training of new OSS staff.</li><li>
Monitor and report on site operational metrics (e.g., appointment volumes, no-show rates).</li><li>
Participate in site leadership meetings and contribute to operational planning.</li><li>
Oversee and support front desk operations at assigned sites</li></ul><p><i>
Psychiatric Caseload Coordination</i></p><ul><li>
Manage psychiatric caseload assignments and provider schedules to ensure timely access and efficient utilization.</li><li>
Oversee medical authorization (Med Auth) processes for psychiatric services, ensuring accuracy and prompt completion.</li><li>
Collaborate with clinical and administrative teams to resolve scheduling or documentation issues.</li></ul><p><i>
Intake and Scheduling</i></p><ul><li>
Conduct intake calls with prospective clients and referral sources.</li><li>
Schedule intake and follow-up appointments; manage waitlists and coordinate with clinical teams.</li><li>
Monitor therapist schedules to ensure optimal utilization.</li><li>
Greet and check in clients; verify demographics and insurance information.</li><li>
Collect co-pays and issue receipts; maintain accurate financial records.</li><li>
Print and prepare daily schedules; confirm appointments and follow up on missed visits.</li><li>
Maintain a welcoming and organized reception area.</li></ul><p><i>
Medical Records Management</i></p><ul><li>
Conduct chart audits and resolve documentation issues.</li><li>
Manage records lifecycle in accordance with policy and HIPAA guidelines.</li><li>
Respond to record requests and support audits.</li><li>
Ensure timely and accurate documentation for clinical and administrative</li></ul><p><i>
Site and Fleet Maintenance</i></p><ul><li>
Coordinate building maintenance, repairs, and upgrades in collaboration with Facilities.</li><li>
Oversee site fleet vehicles, including scheduling maintenance and reporting issues.</li><li>
Monitor and manage building keys and alarm systems, ensuring functionality and timely issue resolution.</li></ul><p><i>
Payroll Administration</i></p><ul><li>
Verify timesheets for accuracy and submit payroll data on time.</li><li>
Address discrepancies and communicate with staff as needed.</li><li>
Ensure confidentiality and compliance with payroll policies and labor laws.</li></ul><p><i>
General Responsibilities</i></p><ul><li>
Uphold professional standards of treatment and the mission of the organization</li><li>
Maintain a quality code of conduct, ethics and professionalism</li><li>
Provide goal-directed and team-oriented services</li><li>
Communicate effectively and professionally with all stakeholders</li></ul><p></p><p><b><br>
Competencies/ Capabilities:</b></p><ul><li>
Employee management/leadership &amp; conflict management</li><li>
Influencing &amp; negotiation</li><li>
Planning &amp; organization/time management</li><li>
Initiative/drive, and self-starter</li><li>
Collaborative Team Member, Strong Interpersonal skills/relationships/teamwork</li><li>
Judgment/decision making/problem solving</li><li>
Adaptability/continuous improvement/flexibility</li><li>
Commitment and willingness to professional growth and development</li></ul><p></p><p><b><br>
Supervisory responsibilities: </b><b>Operations Support Specialists</b></p><p><b>
Work environment: </b>Office-based</p><p><b>
Physical demands:</b></p><ul><li>
Prolonged periods of sitting at a desk and working on a computer</li><li>
Must be able to lift up to 15 pounds at times</li></ul><p><b>
Travel required: </b>May require travel between sites</p><p><b>
Minimum qualifications:</b></p><ul><li>
Bachelor&rsquo;s Degree or high school graduate/equivalent with at least 2 year work experience in healthcare operations or administrative support.</li><li>
Familiarity with EMR systems, HIPAA compliance, and payroll procedures.</li><li>
Strong organizational, communication, and critical thinking skills.</li><li>
Ability to prioritize tasks and handle multiple assignments simultaneously</li><li>
Ability to maintain confidentiality</li></ul><p><b>
Preferred qualifications:</b></p><ul><li>
Medical records and medical scheduling experience</li><li>
1 year of supervisory experience</li><li>
Bachelor&rsquo;s Degree</li></ul><p><b>
EEO:</b></p><p>
Delaware Guidance Services is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions<i>.</i></p><p><b>
Other duties:</b></p><p>
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.</p></div><p></p>

Operations Support Coordinator

Member Driven Technologies

<div><p><b>COMPENSATION</b></p><p>
</p><p><b>$90,000 - $110,000 </b>(Based on Professional Experience)</p><p>
</p><p><b>POSITION LOCATION</b></p><p>
</p><p>This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required.
</p><p></p><p><b>POSITION PURPOSE</b></p><p>
</p><div><p>The Manager, Service Support &amp; Operations leads MDT&rsquo;s Service Support Center (Tier I) and Service Operations teams, providing day-to-day leadership and operational oversight across core IT Service Management (ITSM) disciplines. This role oversees 24&times;7 client coverage (internal and external), ensuring timely response, resolution, and communication for incidents and requests, while proactively monitoring services and driving continuous improvement through metrics and governance. The manager is accountable for Incident, Problem, Request, Knowledge, Service Level, Release &amp; Deployment, and Monitoring/Observability IT Service management practices, and coordinates infrastructure patching and release activities with MDT and client stakeholders. This position is the operational engine behind MDT&rsquo;s strategic drivers, stabilizing operations, improving customer experience, and elevating service reliability and quality.</p><p>
</p></div><p></p><p><b>DUTIES &amp; RESPONSIBILITIES
</b></p><p></p><ul><li>Structure and lead day-to-day operations for two functions at MDT: Service Support Center (Tier I) and Service Operations (24x7 Operations Support).</li><li>
Develop hiring plans, coach staff, conduct 1 on 1s with staff</li><li>
Plan and coordinate 24x7 coverage to support operational schedules, on-call rotations, and patching coordination with the release calendar.</li><li>
Manage team capacity, workload to meet SLA times and MDT Service Level Objectives.
</li><li>Build a service-centric culture focusing on humanizing IT experience and support.
</li><li>Develop and support a Major Incident Response plan to designate Major Incident Managers, to coordinate collaborative calls, and coordinate incident response.
</li><li>Enforce triage and escalation playbooks to resolve incidents quickly and restore service.
</li><li>Maintain on-call readiness and after-hours leadership coverage for escalation paths.
</li><li>Run postmortem calls, and lessons learned conversations to document outage root cause.
</li><li>Identify and track post-incident solutions and track corrective actions and remedies to avoid repeat issues in the enterprise.
</li><li>Identify focus areas to reduce incident frequency and work with Tier II stakeholders to eliminate issues and identify operational changes to increase system availability.
</li><li>Conduct monthly incident review calls to identify root cause issues, seek problem management strategies to identify outage causes and reduce MTTR/MTTA for incidents. =</li><li>
Define SLAs for team adherence to meeting service objectives for MDT.
</li><li>Update IT Service Management operational policies, and workflows to keep processes current and auditable.
</li><li>Practice and preach good knowledge Management hygiene practices to keep Knowledgebase up to date and relevant for internal use.</li><li>
Ensure proper ticket categorization, SLA levels, proper use of notes (internal and external notes) in Zendesk to ensure proper routing and communication.
</li><li>Implement and operate a Knowledge-Center Service/Support program to create, maintain, and reuse knowledge in the Service desk.
</li><li>Run continuous improvement discussions (Operational Plan Review, Trend Analysis, Problem/Incident Management Post-Mortems) to develop team responses and keep information current.
</li><li>Work with technical/analytics teams to create dashboards and tune monitoring alerts to track meaningful, and actionable responses.
</li><li>Orchestrate incident/major incident triage, escalation, and ensure proper parties are involved to resolve issues where possible.
</li><li>Explore automated remediation for common/known issues where possible.
</li><li>Maintain runbooks/operations plans for responses to service level indicators and assist technical teams in tuning out alert noise/false positive alerts.
</li><li>Own/Accountable for the change/release calendar at MDT including infrastructure maintenance windows, and holiday freeze windows.
</li><li>Conduct patch/release compliance reviews, including ensuring that technical teams are patching OS systems appropriately.
</li><li>Measure change success rate, and unplanned impact from change/maintenance windows.
</li><li>Publish customer-facing maintenance updates and internal coordination updates.
</li><li>Create and manage reports on Mean Time To Acknowledgement(MTTA), Mean Time To Repair (MTTR), SLA Attainment, CSAT, ticket hygiene, and alert notifications.
</li><li>Produce monthly Executive Summaries with trends and actions relating to Incident, Problem, and KPIs associated with tracking Service Level Objectives.
</li><li>Track financial impact of ticket cost, utilization, and efficiency for staffing workloads.
</li><li>Align Service Operations and Support Objectives to MDT&rsquo;s key drivers.
</li><li>Partner with Enterprise Architecture, Infrastructure &amp; Engineering, Client Solutions, Platform Solutions, Security, and Compliance to meet expectations of Service Objectives and operations.
</li><li>Manage SLAs and Escalations, e.g. paging, monitoring, communication, for vendors and internal teams.
</li><li>Provide insight to Director of Service Operations to develop a roadmap for tooling and growth in Service Operations and Support.
</li><li>Standardize communications for incidents, requests, problems, and maintenance.
</li><li>Focuses on continually staying informed of industry changes, and trends in ITSM.
</li><li>Ensure that all area activities are conducted safely.</li><li>
Oversees special projects as requested.</li><li>
Ensures that all office areas are clean, secure, and well maintained.</li><li>
Promotes goodwill and conveys a positive image of the company.</li></ul><p>
</p><p></p><p><b>EDUCATION &amp; EXPERIENCE REQUIREMENTS</b></p><p>
</p><ul><li>Bachelor&rsquo;s degree or equivalent combined experience in Information Systems, Computer Science, Engineering, or related field.</li><li>
ITIL 4 Foundation or similar certification/experience required. Advanced ITIL Certifications preferred.</li><li>
Three or more (3+) years of experience in IT Service Management practices specifically Incident, Problem, Change, Request, Release &amp; Deployment, Knowledge (KCS), Service Level, and Service Catalogue Management.</li><li>
Three or more (3+) years of experience managing teams in a fast paced, service desk environment.
</li><li>Two or more years of experience supporting 24x7 monitoring and response teams.</li><li>
Experience with Incident response, particularly Major Incident Management Response and Problem Management.
</li><li>Experience managing release lifecycles, and publishing with change management lifecycle and release management.
</li><li>Experience working with community Financial Institutions or FinTech support community financial institutions preferred.
</li><li>Experience with tooling Service Management tooling specifically for ITSM (Zendesk), Paging (iPlum/Incident.IO/XMatters), monitoring/observability (Splunk/SolarWinds/Datadog), and communications (MS Teams, StatusPage) preferred.</li></ul><p>
</p><p><b>REQUIRED KNOWLEDGE</b></p><ul><li>
IT Service Management experience including Asset, Configuration (CMDB), Incident, Request, Problem, Service Level, Service Catalogue, Change, Release and Deployment, Knowledge Management activities.</li><li>
Service Desk &amp; 24x7 operations workflows: system performance monitoring, alert tuning, runbook creation/maintenance, on-call coordination, MTTR/Availability, incident management response.</li><li>
Continuous Improvement practices and automation (ITIL, Agile, or Lean Sigma Six practices)
</li></ul><p></p><p><b>WORKING CONDITIONS</b></p><p>
</p><p><b>Special</b></p><ul><li>
Occasional overnight travel for training, conferences, and to client sites required.</li><li>
On-call responsibilities, available 24/7 via phone or pager.</li><li>
No hazardous or significantly unpleasant conditions (such as in a typical office).</li><li>
Additional hours, including Saturday/Sunday support, as required.</li><li>
Long duration of computer workstation usage.</li></ul><p>
</p><p></p><p><b>INTENT AND FUNCTION OF JOB DESCRIPTIONS</b></p><p><i>
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.
</i></p><p></p><p><i>All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
</i></p><p></p><p><i>In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.</i></p></div>

Manager, Service Support & Operations

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