It is an essential requirement of the Company that the nature of ProACTive™ intervention services, thought process, and disciplines is understood and executed. Without this culture the organisation is at risk and therefore this ProACTive™ culture and obligation makes up a significant part of the assessment of an individual’s capability within each role and any behaviour or attitude that is out of alignment with this obligation is totally unacceptable and will be subject to immediate performance management.
Operations Support Manager
Reporting to the Operations Support Manager you will be responsible for the design, deployment and refinement of automated processes within the department.
The primary focus will be the ongoing deployment, implementation and management of the ConnectWise Automate Remote Monitoring and Management (RMM) system (formerly LabTech). This involves ongoing analysis of the Alerts and Tickets being generated by the system, determining if the issue can be resolved with an automated script, writing the script and monitoring its success. In addition to this primary focus a similar responsibility exists for the ongoing deployment, implantation and management of the other remote tools and systems utilised by the business. The overall objective is to reduce the number of manual reactive processes and site visits required and increase the number predictive and proactive processes deployed.
This position will require attention to detail, multi-tasking and analytical skills, as well as someone who works well in a busy team environment.
Work with Service Desk and Technical Support staff to develop, automate and document custom and manual processes.
Administer, maintain and enhance monitoring & management tools, including but not limited to Print Audit software, ConnectWise Automate (RMM) and Manage (PSA), CS Remote Care, eMaintenance, KFS and EVault
Provide assistance and training to internal users to ensure effective use of automated systems
Clear and concise documentation and control of new scripts, processes and integrations etc
Ideally experience with any of the following RMM tools:
AutoTask Endpoint Management (AEM - formerly CentraStage)
Competence in using scripting + programming languages to automate frequently executed activities
Ideally experience with PowerShell, SQL and ConnectWise Automate scripting
Working knowledge of server infrastructure and networking
Understanding Visual Basic (or similar) and advantage
A demonstrable ability to work in a team environment, follow detailed instructions and meet established deadlines is required.
The details contained in this Job Description reflect the content of the job at the date it was prepared. It should be remembered, however, that it is inevitable that over time, the nature of individual jobs will change, existing duties may no longer be required and other duties may be gained without changing the general nature of the duties or the level of responsibility entailed. Consequently, Principal I Ltd will expect to revise this Job Description from time to time and will consult with the post holder at the appropriate time.