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MSC Operations Manager (18-0120) in Morrisville, NC at ePlus

Date Posted: 6/2/2018

Job Snapshot

Job Description

Job Purpose:

Are you up to the challenge? At ePlus, we engineer transformative technology solutions for the most visionary companies in the world. This takes imagination, relentless client service, and the tenacity to enable our clients to achieve their visions. Our partnerships with leading edge technology manufacturers—many of which look to us for their own technology infrastructure needs—keep us immersed across the broad spectrum of the IT ecosystem.

As an MSC Operations Manager, you will be responsible for the strategic direction and leadership for the overall MSC support operations, including staff and service administration. You will effectively and efficiently manage the development and direction of the operational team in order to drive the growth of revenue and technical productivity, and to promote high quality customer satisfaction while building relationships and ensuring the integration of strategic plans with company operations.

From strategy to fulfillment to managed services, our engineering-centric solutions enable our clients to realize what it means for technology to do more.

Job Responsibilities:

  • Establish the overall vision and direction for internal operations
  • Develop and implement new business strategies for creating or improving processes and procedures to improve corporate performance
  • Monitor departmental performance against goals to ensure that progress is being made; take corrective action, if necessary
  • Meet regularly with department heads/business unit leaders; facilitate resolution of issues/problems between business units and/or departments
  • Maintain appropriate staff levels to meet departmental requirements
  • Manage team recruitment, hiring, terminations and performance management
  • Set and demonstrate a strong business ethic ; positively manage morale by effectively dealing with employees, suppliers and customers
  • Enhance and develop policies, procedures and service systems to meet the goals of the department
  • Analyze and report on the daily, monthly and annual key performance indicators and industry trends relevant to the team
  • Handle customer inquiries and complaint escalations
  • Analyze customer concerns and present options to solve problems
  • Update work orders with appropriate information to provide information more quickly and easily to customers
  • Measure and monitor key customer service areas
  • Ensure that all reporting employees adhere to company policies and procedures
  • Perform other duties, as required

Job Knowledge/Skills:

  • Effective leadership skills, with a strong focus on operations and business processes
  • Able to identify key issues and creatively and strategically overcome internal challenges or obstacles
  • Clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization
  • Effective attention-to-detail and a high degree of accuracy
  • High level of integrity, confidentially, and accountability
  • Sound analytical thinking, planning, prioritization, and execution skills
  • A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills

Education and Experience:

  • Bachelor’s degree in relevant field
  • At least 5-7 years of management experience managing a 7x24x365 technical staff
  • Experience with EMC Remedy ticketing system
  • ITIL Certifications V3 preferred

Applicants must be currently authorized to work in the United States on a full-time basis. At this time, ePlus will not sponsor applicants for work visas for this position.


  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
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