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High Touch Operations Manager
4 months ago
High Touch Operations Manager
One of the Select Group's clients is seeking a High Touch Operations Manager to join their Customer Experience team and act as a liaison between their customers and technical support team. The ideal candidate has an active Secret Clearance, has experience with operations management, escalation management and knowledge of Cisco networking products. This role will operate on a hybrid schedule (up to 50% on site in Ottawa).
High Touch Operations Manager Requirements:
- Currently holding an active Secret Clearance
- 7-10+ years of Experience
- Experience managing complex network/infrastructure incidents (cisco products)
- Customer/Client Facing experience
- ITIL knowledge (certification is highly preferred)
- Bilingual (English, French) is nice-to-have
High Touch Operations Manager Responsibilities:
- Write processes and procedures for customized support services
- Ensure proper delivery and sales of product and service solutions. Identify need for and assist with creation of customer training
- Identify, build and maintain relationships with customer’s internal management
- Act as single point of contact for operational issues
