Senior Manager, Technology Operations Center

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance. 

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR. 

Don't meet every single requirement? Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So, if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody’s perfect – and we encourage you to apply. You may just be the right candidate for this or other roles. 

A Brief Overview
The Senior Manager, Technology Operations Center is responsible for coordinating all efforts of the Technology Operations Center (TOC) and Continuous Service Improvement (CSI) functions. The TOC Senior Manager will be an internal escalation point for issues that require complex managerial direction and decision making prior to escalating an issue outside of the TOC. The TOC Senior Manager will work alongside the TOCI and TOCII Managers and CSI colleagues to help define metrics to measure and improve the Technology Operations Center team and the Global Technology Organization as a whole. 

What you will do

• Define and communicate the big picture and Vision of the TOC
• Help to ensure that the Technology Operations Center operates in accordance with the established procedures and practices. Help to continue to improve and refine those process and procedures.
• Publish Technology Operations Center Metrics and SLAs
• Publish incident and problem documentation and works with team to share best practices and/or recommend incident handling improvements.
• Measures and actions incident trends in support of Support Demand Reduction initiatives
• Enforce company IT standards and IT policies, including SOX-related IT controls.
• Create a culture of continuous improvement by researching internal- and industry-based best practices for Support.
• Performs other duties as assigned
• Complies with all policies and standards

Education Qualifications

• Bachelor's Degree preferred.  
• May consider equivalent education and experience for the right candidate. 

Experience Qualifications

• Typically 10+ years IT Technical Support experience required
• Typically 5+ years Supervisory experience required 

Skills And Abilities

• Strong attention to detail and organizational skills including the ability to successfully execute on multiple incidents, processes, and/or projects 
• Advanced ability to relate to, and effectively communicate professionally with all levels of colleagues 
• Advanced working knowledge of cloud service provider architectures, services and application eco-system 
• Advanced verbal and written communication skills 
• Superior customer service skills 
• Ability to work both independently and as part of a team 
• Advanced presentation skills 
• Advanced conflict resolution skills
• Advanced ability to identify and prioritize key initiatives and delegate when necessary
• Hands-on continuous improvement experience in a Professional Services Organization

Licenses And Certifications

• Information Technology Infrastructure Library (ITIL) TIL Foundations preferred
• Travel Requirements
• Travel limited (10-15% travel).
• Work Environment
• Work in clean, pleasant, and comfortable office or home setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions. 

The salary range for this role is $98,600.00 to $236,600.00. The candidate’s final salary offer will be based on the candidate’s skills, education, work location and experience.

A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan.

Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program.  Please click the following link for detailed information about our benefits offerings:  https://www.trinet.com/documents/blt5b61a1040aae1904  

Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@trinet.com to request such an accommodation. 

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.
TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.