Ascent, LLC is a leading provider of comprehensive solutions for the planning, design, engineering, development, and operation of data centers and other mission critical facilities. Headquartered in Saint Louis, MO, Ascent specializes in powerful, efficient, and technologically advanced mission critical facilities and offers clients a broad range of delivery models spanning shell & core, build-to-suit, turnkey, and outsourced critical systems operations. Founded in 1998, Ascent provides a full spectrum of fast-track services that include project programming, design management, facility assessment, development and construction management, commissioning, and ongoing maintenance operations. Today, Ascent focuses on providing clients with innovative solutions and services yielding the highest levels of operational autonomy, efficiency, and control. Ascent’s clients include some of the most demanding mission critical organizations spanning multiple industries, Fortune 500 firms, and service providers.  Our business is growing fast and we are currently seeking a talented Operations Center Manager to join our team. 

TITLE:

Operations Center Manager (Communications & Dispatch Center)

LOCATION:

St. Louis, MO

RESPONSIBILITIES:

· Manage the onsite 24x7 multi-shift Ascent Operations Center (AOC) team, including all shift personnel, Training Assistant, and Leads

· Oversee day to day operations, escalations, ticketing, and communications with clients, including assigning and managing the workload to employees

· Manage customer’s expectations for support services by taking initiative and demonstrating self-discipline and management and ensuring the AOC meets required expectations as defined by Service Level Agreements

· Act as the escalation point for clients while compiling supporting data and reporting back to client

· Participate in internal and external meetings and calls with clients, vendors, and other department leaders

· Guarantee AOC meets aggressive availability, ticket, and work order handling objectives

· Serve as the Hiring Manager for all positions within the department, participating in interviews and selection process

· Develop and continuously improve the AOC training program with Training Leaders for new hires to adjust quickly to AOC environment

· Provide coaching to Training Assistant and Shift Leads for ongoing training of AOC personnel

· Create strategies for growth and ongoing maintenance of Operations Center while also completing regular meetings and annual personnel performance appraisals

· Ensure compliance of the Maximo system and AOC processes

· Ensure adequate coverage for AOC is always met so continuous monitoring of all services is maintained, and service is restored as quickly as possible if a critical event occurs.

· Assist in managing the call center software to ensure availability of representatives and distribution of call volume to the team

· Support the day-to-day activities within the Ascent Operations Center

· Communicate and hold the Operations Center accountable to new process changes, operational procedures, and workflows

· Work with Site Operations department to update client escalation lists and Operations Center SharePoint, as needed

· Troubleshoot emergencies, potential problems and issues, and organize and manage resolution

· Bachelor Degree in Business, IT or other relevant program preferred

· 5+ years prior experience managing teams within operations or dispatching centers required

· Must be comfortable working in a high stress, fast paced environment while being able to continuously shift priorities

· Understanding of infrastructure management concept and protocols

· Candidate must possess strong communication skills, the ability to lead coordination meetings and actively facilitate progress to achieve scheduled goals

· Comfortable managing a large team of personnel, setting expectations, and discussing performance improvement and growth

· Experience managing Service Level Agreements and holding a team accountable to key performance indicators

· Candidate must have a disciplined approach to managing task assignments and employees. People skills, good judgment, and flexibility are critical to this position

· Able to work cooperatively with internal administration groups, departments, and managers to achieve common goals

· Able to communicate directly with customers and contractors to reach mutually acceptable terms and conditions

· Proficiency / knowledge with Microsoft Office

· Excellent leadership with high-energy, hands-on management and coaching abilities. Leads by example in both reliability and performance.

· Remedy or Maximo software experience a plus

This position reports to the site Director, Client Operations.

All interested candidates should visit www.ascentcorp.com and select the Why Ascent / Careers tab to apply for the position.

Ascent, LLC offers a full benefits package including medical, dental, vision, STD/LTD, life insurance, 401(k), PTO, paid holidays, casual work environment and more.

Ascent, LLC is an Equal Opportunity Employer.  We are committed to harboring an inclusive and diverse work environment and welcome all qualified applicants regardless of race, age, gender, sexual orientation, gender identity, religion, disability, national origin, protected military or veteran status, or any other status protected by the laws or regulations in the locations where we operate.  These terms apply to all stages of employment with our company.  Ascent, LLC actively works to create an inclusive environment where all of our employees can thrive, and we understand that having a wide range of experiences, viewpoints, and backgrounds help to make us both a stronger employer and a stronger business.