Stratix Corporation is the trusted advisor for many industry-leading global enterprises, offering the most comprehensive managed services portfolio to help companies operationalize and realize the full value of their mobile investments. Our passion is partnering with businesses to operationalize their mobile investments with high-value services that drive competitive differentiation.

Position Summary:

The Manager of the Mobile Operations Center (MOC) position will require qualified candidates to direct and be accountable for all aspects of the Technical Support operation.  The Manager of the Mobile Operations Center (MOC) will lead a team in supporting all external customer solutions.  This will entail providing training on internal systems as well as customer projects; dynamic scheduling to support 24x7x365 operation; personnel coaching and evaluation; customer-facing activities to include meetings, trainings, pre-sales activities; and reporting around the metrics of the internal team as well as customer service level agreements.  The Manager of the MOC is expected to build scalable, repeatable processes that will allow the team to support all existing and future customer projects and be proactive in developing and improving processes and solutions to support a world class operations center.

Key Accountabilities/Essential Functions:

  • Monitoring, coaching and development of technical support specialists to meet/exceed expectations.
  • MOC process improvements – identification, evaluation, recommendations, and implementation
  • Onboarding of new service offerings and projects to the MOC
  • Analysis of MOC metrics relating to productivity, call volumes, durations, responsiveness, etc. and coaching/mentoring of technical support specialists to meet/exceed expectations.
  • MOC customer/prospect meetings

This list is not intended to be exhaustive and other duties may be required.

Required Qualifications:

  • Bachelor of Arts in Business Administration, Computer Science, or another related field preferred.
  • Knowledge of Maintenance Services Contract Structure and components.
  • Bachelor’s degree – Computer Science, Business, Engineering, or related field
  • 4 years’ experience in Information Technology, Customer / Technical Support, or related fields with specific Call Center leadership experience.
  • Working knowledge and ability to use Microsoft Word, Excel, and PowerPoint on a daily basis.
  • Able to meet assignment deliverables and deadlines while working on multiple concurrent tasks
  • Clear and concise verbal and written communication skills 
  • Interact effectively within a team environment

Working Conditions

Normal office work hours are Monday-Friday, from 8:30AM-5:30PM.    May need to work after normal work hours or on weekends to support a 24x7x365 operations center.   Required travel is generally 5% per month.