It Operations Manager (Remote)

Summary:

Sienna Charles, the premier luxury lifestyle company featured in magazines such as Forbes, is looking for a competent IT Operations Manager who can support the team’s operational needs by managing remote tools and technologies and ensuring access and functionality for all staff. The ideal candidate will be tech-savvy, detail-oriented, and proactive in identifying process improvements and automation opportunities.

Key Responsibilities:

Technical Support:

• Provide first-line support and response to employee-submitted issues, including, but not limited to, hardware, software, and network connectivity problems.
• Troubleshoot and resolve desktops, laptops, printers, mobile devices, and other IT equipment issues.
• Assist in setting up and configuring new hardware and software for employees.
• Document and escalate complex technical issues to management or external vendors.

Software Management:

• Assist in managing and administrating company software programs, including email, productivity suites, CRM systems, and collaboration tools.
• Ensure software licenses are up to date and compliant with company policies.
• Manage employee and vendor access to company software.

Operational Assistance:

• Support the CEO and executive team with various operational tasks as assigned, helping implement technical solutions and workflows to solve problems for the team. 
• Serve as point of escalation for team issues, using creative thinking to manage exceptions and develop effective solutions to challenges.
• Complete data gathering and research projects to assist the team.
• Advise on processes and flows that can be automated, and build solutions to reduce the teams time spent on tasks. 

Process Improvement and Documentation:

• Maintain documentation and knowledge base articles for common technical issues and solutions.
• Assist the Sienna Charles team with articles to document standard operating procedures.
• Audit and update existing policies and workflows to ensure they are user-friendly and effective. Focus on automating processes using native features in Monday.com and integrations like IFTTT to create a more dynamic workflow.

Persona Fit:

• Character and Culture: Strong interpersonal skills, with an engaging personality and the ability to communicate effectively, both in writing and verbally. Maintain confidentiality and discretion, while fostering the same standards within the team.
• Attention to Detail: Meticulous in ensuring accuracy and thoroughness in all operations, with a perfectionist approach to tasks and processes.
• Prioritization and Efficiency: Ability to manage multiple deadlines, make quick decisions, and prioritize tasks to achieve maximum efficiency.
• Ownership and Initiative: Take complete ownership of tasks, constantly seeking ways to improve processes and go above and beyond in driving operational success.
• Data-Led Decision Making: Use data to inform decisions and ensure data-driven improvements throughout the organization.
• Exceptional Communication: Ability to articulate the company’s vision clearly and reinforce it across the team, providing a compelling and strategic approach to operations.

Requirements:

• Minimum 2-3 years of experience in technical operations or support roles, managing daily operations for teams of 15-20 people.
• Ability to assist the team with the creation of standard operating procedures.
• Experience implementing and managing automation tools or workflows to streamline operational tasks and reduce manual processes 
• Advanced proficiency in Zendesk, Hubspot, Zapier, Monday.com, and other software platforms to optimize workflows and improve team collaboration.
• Proven ability to troubleshoot and resolve 90% of technical issues within the given period, providing Level 1 and 2 support.
• Strong communication skills, handling 20+ support tickets daily, within the given response time. 

Please note that a knowledge assessment will be sent to all applicants for evaluation once they submit an application for the role, completion of the assessment is required to advance to interviews.

Timezone:

Sienna Charles is based primarily in the ET timezone, and this role would require working primarily during 8 am – 5pm EST. 

Why Sienna Charles:

Sienna Charles offers a fast-paced and engaging workplace with a strong passion for learning and improvement. It is a smaller team, providing the opportunity for you to work directly with the CEO and COO while having a significant impact on the company’s direction and growth. We are looking for someone to be a part of the team who owns their tasks and life.