Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems.
Since 1987, we’ve been reducing the time and money our customers spend on IT administration, so they can invest more on business innovation.
With more than 100,000 customers in 100 countries, we emphasize innovation, strong community with customers and partners, and ongoing support throughout our customers’ journey.
Professional Services Operations Manager The team manager position will work within the PSO Operations team, as a member, carrying out the same Project Management coordination role but will be responsible for managing seven direct reports.
Manager will be responsible for balance caseload relative to other team members. The manager role will be responsible for monitoring the quantitative and qualitative activities of the PSO Operations Team.
Lead the Professional Services organization in accomplishing its financial and compliance objectives by following a disciplined approach to evaluate and improve the effectiveness of risk management, control, and governance processes.
Convey guidance, instruction, direction and leadership to the PSO team for achieving department operation objectives -Conducts regular case reviews and provides coaching to team members.
Ensures queue coverage and case handling are in line with best practices and established SLA's. Develops and maintains, schedules and up to date queue coverage and off-
queue rotations for the team including holiday and after hour’s rotations -Manages customer escalations providing summary level communications both internally and externally -
Identify and raise any potential situations which could have an impact on workload, customer satisfaction or service levels to the Professional Services Organization -
Oversee and report results of weekly audits for projects that have negative hours, missing critical components that impact accounting, and any projects being delivered ahead of a contract -
Establish a regular cadence with business stakeholders to help them understand and correct process compliance issues within their area -
Work with IS on business reporting. Will give guidance on reporting, test new reports, evaluate for errors on going, and troubleshoot issues -
Responsible for quarterly accrual processes working with team members to ensure accuracy and liaising with project accounting -
Ability to analyze complex problems using data and where necessary, lead cross-functional teams to derive solutions -Strong project management and portfolio management skills with ability to proactively resolve problems -
Act as Point of Contact for Professional Services Operations
Ability to be solution action oriented in a fast paced, high demand environment -Takes ownership of issues to resolution while continually inspiring and fostering team commitment -
Must possess high emotional intelligence in relationship management. Must be able to cohesively motivate varying personalities and accommodate work styles -
Proven track record of establishing and meeting deadlines -Must have experience ensuring team members deliverables are met -
Ability to communicate effectively, concisely, clearly around complex issues with varying levels of management -Independent, self-
motivated team leader who can demonstrate Leadership qualities -Models high standards of ethics and demonstrates Quest PVV’s daily Company Description
Quest Software enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure in order to help fuel innovation and drive their businesses forward.
With over 2,500 team members around the globe, we intend to continue to grow revenues and add value to customers. When you join our team, you will have the opportunity to build and develop products at a scale few others can provide.
Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses.
Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.
Why work with us?
Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind : Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.
All employment decisions at Quest are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages.
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