Chief Operating Officer (COO)
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Job Summary
Do you enjoy solving business problems, improving operational efficiency, and working with people? At eSudo we are looking for a Chief Operating Officer, who is a key member of the senior management team, reporting only to the Chief Executive Officer. You’ll have to maintain control of diverse business operations, so we expect you to be an experienced and efficient leader.
The Chief Operating Officer oversees the building, leading & growing a team that includes Junior & Senior Helpdesk / Network & System Engineers, Project Engineers, Support Staff along with a series of Trusted Contractors and Vendors.
The Chief Operating Officer has a pivotal role in leading the Company to make sure that they’re efficient, profitable, happy, productive, and (most importantly) continually getting amazing feedback from our clients.
eSudo is a place where you can be a part of a work family that provides employees with a true collaborative environment, a variety of experiences, new opportunities, and a chance to learn new skills and use cutting-edge technologies. We support your efforts to pursue technical certifications and provide flexible time off for a work/life balance. We offer company-wide educational conferences; AND most importantly….we have a clear path for career advancement.
Company Values
- Make a positive difference—help make the lives of employees, clients, and vendors better by what we say and do.
- No Jerks Allowed—be humble and kind. We will work with employees, clients, and vendors that are not jerks.
- Honesty comes first—be honest and open to yourself, co-workers, clients, and vendors. Say what we do and do what we say.
- Show We Care—when working with a client, treat his/her issue like our own; listen, ask questions, and verify his/her issue before we can fully help them. Get the job done right.
- Keep it short & simple (KISS)—less is more. Make our products, services, and message simple and straightforward for employees, clients, and vendors to understand and adopt.
Roles and Responsibilities
Customer Management
- Provide a point of contact for non-technical issues & escalations for our Team members, clients, and vendors.
- Liaise with the IT Service Manager to make sure that clients are happy, and our team and solutions are running smoothly and are adequate for their current & future needs
- Communicate any information that the Company needs to be aware of (i.e., COVID handling, Holiday Schedules, etc.)
Development/Use of Our PSA
- Use our PSA to manage and monitor all Client-facing and internal-facing activity
- Develop and use the platform to introduce new processes when required in conjunction with the IT Service Manager
- Introduce/Expand automation of business processes where possible in conjunction with the IT Service Manager
- Reporting of KPIs and other relevant data
Development/Use of Our RMM
- Schedule and oversee updates and upgrades to RMM don’t break any patching/monitoring jobs
- Review RMM best practices and usage for areas of improvement or refinement.
Introduction of New Products and Services
- Evaluate and test new services as they become available in conjunction with the technical team before launching them to clients
- Manage and oversee the rollout of new technologies/services across the customer base in conjunction with the Service Manager.
- Evaluate and manage needs on a per-customer basis
- Manage retirement of obsolete technologies/services when required in conjunction with the Service Team.
- Analyze business impact when adding or removing technologies.
Communication, Reporting & Risk
- Identify, Communicate and Mitigate potential risks to the Company and Clients
- Create and be Accountable for Regular Reporting to the Leadership Team
- Ensure Root Cause Analysis & Remediation is continually happening for both Technical and Business incidents to avoid them happening in the future
- Manage client expectations to ensure that the Team can deliver on what is promised
Teamwork
- Lead, Manage & Mentor the Company team.
- Identify each Team member’s strengths and weaknesses and make sure that they are in a position that will make both themselves and the Team thrive in conjunction with the Chief Executive Officer
- Design and implement business strategies, plans and procedures
- Set comprehensive goals for performance and growth
- Establish policies that promote company culture and vision
- Oversee daily operations of the company and the work of executives (IT, Marketing, Sales, Finance etc.)
- Creating, Managing & Improving Training Plans for all Team Members
- Coordinate, schedule, and staff the Service Team to high utilization in conjunction with the Service Manager
- Support the Team and Clients with any unusual/high-level issues that arise.
Numbers & Metrics
- Creating, Managing & Improving both Individual & Team KPIs and Performance Metrics
- Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics
- Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency, Agreement Gross Margins & Team Happiness as well as intangible metrics that align with things such as our Company Core Values
Qualifications, and Work Experience
- College degree required or relevant work experience
- 5+ Years of General IT Support
- 3+ Years of MSP or IT Consulting
- Use of PSA/Ticketing system
- Authorized to work in the United States for any employer
Should Have (recommendations, not requirements - we review all applicants):
- Aptitude (Ability to learn new technologies quickly)
- Troubleshooting (Ability to work through issues methodically)
- Ability & willingness to properly document processes and assets
- Ownership of assigned tasks
- Follow the process and identify possible improvements
- Experienced and comfortable supporting executive teams and end-users
- Incredible sense of pride and passion for what you do and a desire to help your teammates
- Working Knowledge and support of:
- Windows Server
- Microsoft Azure Cloud or AWS
- Cisco Duo and other MFA/SSO provider
- Intune MDM, Addlgy
- Office 365 System Admin and License/Product Subscription
- File Sharing
- Permissions
- DNS
- DHCP
- Management of firewalls and Wireless (SonicWALL, Ubiquiti, Meraki, Fortigate)
- VPN Support – remote access and site-to-site
- Advanced hardware and PC operating system troubleshooting skills
Preferred knowledge, skills, and competencies:
- Use of documentation platform - Hudu or IT Glue
- Use of ConnectWise Manage
- Use of Connwise Control, Continuum RMM or NinjaOne
- MCSE, MCITP, or equivalent
- VoIP - 3CX, Teams, Ring Central, Zoom
Compensation & HR Information
- Competitive Salary Compensation (DOE)
- Company pays the base plan for Medical Insurance
- Vacation and Sick leave accrual
- Paid Holidays
- 401(k) with company match and bonus option after one year
- Expense Reimbursement for work-related items
- Discretionary educational reimbursement (tuition, tests, books, and other training material)
Company Expectation
- Behave in accordance to Company Values.
- Medium to high pressure at times due to striving to meet customer satisfaction and keeping up to date with computer technology. Must focus on the tasks at hand and manage time well.
- Working hours are Monday-Friday, 8 AM to 5 PM with occasional evenings and weekends.
- Workload may require the candidate to work after-hours or weekends, with overtime paid, upon approval of company management.
- The candidate must document and enter time for all work completed, immediately upon completion.
- The candidate must fully document description of the issue or problem, research, testing, diagnosis, and resolution.
- The candidate must communicate with team members, customers and management of the work being done. This communication should have follow-up documentation.
About eSudo
As a growing and leading Cybersecurity and IT solution provider, located in San Jose, California, we specialize in Legal Firms, Insurance Brokers, and CPA/Accounting Firms with 10 to 100 employees that are looking for end-to-end IT solutions. We focus on technology management that includes Cybersecurity, IT Support, Cloud Services, VoIP Phone System, and end-user help desk support. As our company continues to grow, we are looking for brilliant and team-oriented individuals to join our family to help with our company mission. You will have a direct impact on helping with the growth of the company and making a positive impact on people.
Our mission statement: Treat our customers like family, and help them use technology to clear away their challenges, increasing productivity through technology!
We treat our employees like family, and we want to help them to reach their highest potential and goals. We also expect our customers to treat our employees like family.
Our workplace provides employees with a collaborative environment, a variety of experiences, new opportunities, a chance to learn new skills and use cutting-edge technologies.
As a NETWORK & SYSTEMS Administrator, you could work anywhere, but at eSudo we offer a unique work environment.
We wholeheartedly support your efforts to pursue technical certifications and provide flexible time off for personal/family matters; we work on interesting technical issues and projects, we offer company-wide educational conferences; AND most importantly….we have a clear path for career advancement.
eSudo financially supports the acquisition of technical certifications that are relevant to each employee’s role.
As a part of our support team, the NETWORK & SYSTEMS Administrator will provide technical support via email, phone and onsite service. Services and response times are guided by contractual Service Level Agreements. We provide our clients with a Remote Help Desk, Onsite Support, CyberSecurity, Voice & Video Services, and Manage IT Services.
This position requires a high degree of interaction directly with customers remotely and onsite as-needed. The successful candidate will be able to communicate well with highly technical suppliers and translate that to the business-speak of the customer – and vice versa. The successful candidate must be able to diffuse tense situations with upset customers at times by being an empathetic listener and projecting understanding and competence. Besides, the candidate will demonstrate an ability to work independently, meeting deadlines and requirements, but not afraid to ask for help when needed to complete tasks on time and own up to, remedy, and learn from mistakes.