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Operations Manager in Lewisville, TX at Presidio, Inc.

Date Posted: 8/8/2018

Job Snapshot

Job Description

At Presidio, we think, architect, implement and support the practical reality of IT every day.  We bring together the best minds in the industry to deliver IT excellence and support the answers to our clients’ IT challenges.  As one of the largest IT-as-a-Service solution providers in the U.S., we combine experience and stability with regional expertise and the unique ability to cover local and global business needs. For more information about Presidio visit our website at or follow us on Twitter @Presidio.

Position Responsibilities:

  • Responsible for managing daily operations of the Managed Services Operations Center shift to which they are assigned.
    • Responsible for ensuring shift turnover is completed and reviewed at the start of each shift.
    • Responsible for monitoring the task assignments by Operations Supervisors to ensure performance objectives and Service Level Agreements are being met.
    • Provide regular status reporting to Senior Operations Managers to keep them informed about issues, impediments, escalations and necessary resources.
  • Serves as initial Operational Management escalation point for any necessary internal or external issues, to be engaged when operations requires customer-facing representation.
    • Responsible for notifying the Senior Operations Manager of any strategic escalations or outages based on the Operations Escalation Process.
  • Responsible for working with Senior Operations Managers to develop and update operational processes.
  • Develop operational reporting and implement action plans to achieve SLA/KPI targets.
  • Responsible for proactively reviewing overall shift performance and taking appropriate steps to meet Service Level Agreements.
  • Responsible for assisting in the completion of Operational Readiness Reviews for onboarding customers as determined by the Senior Operations Manager.
  • Responsible for individually assigned strategic customer accounts to provide additional operational oversight, review and monitoring of ongoing and completed incidents to drive customer satisfaction and Service Level Agreement achievement.
  • Works with Service Delivery and other teams to handle customer escalations and ensure appropriate Operational response and attention.
  • Assist with initial Incident Review write-ups for escalations regarding Operational performance or incident handling as determined by the Senior Operations Manager.
  • Responsible for directly managing Operations Technicians.
    • Responsible for completing performance and personal objective reviews of Operations Technicians.
    • Responsible for providing additional review and auditing of individual Operational performance.
    • Submits individuals to Operational Leadership for performance based assessment and merit when appropriate.
    • Assists Senior Operations Manager with new hire candidate review and interviews.
  • Responsible for participating in weekly Operational Management review of ongoing escalations, process improvements and other staffing discussions.

Knowledge, Skills, and Abilities:

  • Possesses proven leadership qualities within a complex operations environment.
  • Excellent verbal and written communication skills.
  • Strong client-facing skills and customer interface experience at the Manager level to drive customer satisfaction and handle issues when they arise.
  • Experience with direct coaching and strong potential for people management.
  • Strong production environment understanding and background
  • Strong adherence to SLAs and commitment to customer satisfaction
  • Strong cost management and project management skills
  • Good organizational, supervisory and communication skills
  • Ability to work in fast paced environment.
  • Ability to manage within a 24 x 7 NOC environment to support customer and internal team needs.

Required Experience:

  • Degree in an IT/technical related field or 4+ years equivalent work experience
  • 1+ years in a Network Operations supervisory role
  • 2+ years’ experience utilizing a ticketing system such as Remedy, ServiceNow or Service Desk
  • 2+ years’ work or education experience using network monitoring tools such as Nimsoft, Zenoss, Prognosis, EMC Smarts

Preferred Skills & Certifications:

  • Degree in an IT or technical related field
  • 2+ years within a Presidio Managed Services operations role
  • 2+ years’ experience maintaining, utilizing, and troubleshooting Cisco IOS
  • 2+ years’ experience maintaining, utilizing, and troubleshooting Voice and Datacenter Platforms
  • Hands-on work or education experience working routing protocols MPLS, Multicast, GRE, VoIP, HSRP, QoS, L2 switching, etc.
  • Certifications
    • CCNA
    • CCNP
    • ITILv3 Foundation (preferred, but expected to obtain within nine months of hire)

Competencies Required

A drive for Achievement and Effort, Adaptability/Flexibility, Attention to Detail, Analytical Thinking, Teamwork, Dependability, Initiative, Integrity, Persistence, Stress Tolerance.

Physical Requirements

May involve extensive periods of standing, walking, bending, sitting, use of electronic tools and equipment, and lifting small to large boxes and electronic equipment.


Presidio, Inc. is an Equal Opportunity/Affirmative Action Employer/ VEVRAA Federal Contractor.  All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

To read more about employment discrimination protections under federal law, please visit:

If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to for assistance.

Presidio, Inc. is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings.  State Employment Services; please provide priority referrals to 

RECRUITMENT AGENCIES PLEASE NOTE: Presidio has a strict PSL in place and will only accept applications from agencies/business partners that have been invited to work on this role through the Presidio portal.  Candidate Resumes/CV's not submitted through the Presidio portal or submitted directly to Hiring Managers will be considered unsolicited and will be treated as gifts and no fee will be payable. Thank you for your cooperation.