Automation Services Manager — 24/5 Multi-Shift Leader

Mentor Technical Group

Kansas

On-site

USD 100,000 - 140,000

Full time

9 days ago

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Job summary

Mentor Technical Group is seeking a Service Automation Manager to oversee three on-site Automation Engineers, ensuring 24/5 coverage across three shifts and seamless client communication. You will manage staffing, performance, and contractual obligations while coordinating with MTG leadership to meet service milestones.

You will prepare monthly performance reports, analyze KPI/SLO trends, and address escalation and billing processes in alignment with the MSA.

Qualifications

Bachelor's degree or equivalent in a related field.
Experience leading technical support, automation, IT, or OT teams in 24/7 operations.
Proven scheduling, timekeeping, performance management, and workforce coordination.
Familiar with ServiceNow or similar incident management platforms.
Experience delivering KPI, SLA, SLO, and trend reports to executives.
Strong knowledge of service delivery, escalation, and contractual requirements.
Excellent written and verbal communication; strong organizational and analytical skills.
Ability to manage multiple priorities and respond to staffing escalations.

Responsibilities

Manage all personnel activities for three on-site Automation Engineers, including recruitment and development.
Develop and maintain a rotating schedule for 24/5 coverage across three shifts.
Serve as MTG contact for the client’s Director of Digital Operations.
Handle client escalations, service delivery concerns, and contract communications.
Prepare and submit Monthly Performance and Trend Reports by the 5th of the following month.
Monitor SLO, KPI, and service performance trends per contractual requirements.
Identify recurring issues and coordinate corrective actions.
Oversee Unplanned Overtime processes and billing with the MSA and rate card.
Verify employee time records and attendance before payroll deadlines.
Ensure compliance with badging, site access, security, and contractor-ID rules.
Maintain staffing, scheduling, performance, and contractual documentation.
Collaborate with MTG leadership to address risks and billing needs.
Lead regular performance reviews and client/MTG meetings.
Escalate staffing shortages and service interruptions promptly.