Technical Operations Manager

IDMWORKS is an award-winning identity and access management (IAM) solutions firm that has been serving a wide range of sectors since its inception in 2004. As a firm that’s purely focused on IAM, IDMWORKS offers a comprehensive range of services designed to enable enterprises to effectively manage, secure and scale employee and customer access to systems, data, and software applications. This specialized service empowers organizations across key industries, including banking and finance, commercial and retail, healthcare, higher education, and government, to ensure secure and efficient access management.

IDMWORKS has been a pioneer in remote-work for more than 20 years with teams operating across the US, Canada and India. This approach has helped establish themselves as a leader in the field of IAM with their commitment to securing businesses and facilitating seamless interactions between companies, their customers, partners, and employees. This dedication has driven transformative growth in the organizations they serve.

Ready to become an integral member of a tight-knit team of IAM pros with a relentless commitment to delivering amazing customer experiences that create an environment where long-term business partnerships flourish? We anticipate what our customers need, chart a course for their success, and walk alongside them every step of the way. 

Primary Responsibilities:

• Respond to escalated client support calls for managed services, as needed

• Provide real-time resolution on a wide range of technical and non-technical customer

issues (with SLA).

• Gather requirements from customers for enhancement requests.

• Manage team to perform day-to-day operations and mentor them to enhance their skills

• Effectively communicate and manage customer engagement

• Actively drive priority-1 and priority-2 incidents towards resolution and monitor problem

management

• Handle level-1 and level-2 escalations from customers

• Prepare periodic status reports and drive periodic calls with customer

• Drive towards a high CSAT rating

• Assess knowledge of existing implementation and guide the team in building a

knowledge repository

• Participate in pre-sales activities and assist the sales team

• Ensure learning and skill enhancements for each team member by guiding and

mentoring

• Periodically perform audits to ensure policies and procedures are followed.

• Share best practices with the team and encourage adherence to processes

General Business Responsibilities:

• Communicate status including timely reporting and escalation of issues and risks

• Possess excellent interpersonal, written, and oral communication skills

• Ability to work in a team setting and multi-tasking environment

• Author technical documentation

• Perform other duties as assigned

IDMWORKS is a forward-thinking company dedicated to providing top-tier identity and access management solutions. Their comprehensive offerings, coupled with their unmatched industry expertise and proven outcomes make them a valuable partner for enterprises needing to enhance their IAM program.

IDMWORKS provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, IDMWORKS will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]