Lead Operations Technician

American Traffic Solutions; Mesa (AZ); On-site; USD 70,000 - 95,000; Full time

Job summary

The Lead Operations Technician at Verra Mobility oversees regional technical operations, guiding the team to meet service quality standards and client needs. This role coordinates with Account Managers and Customer Service Specialists while managing remote support and roadside monitoring systems.

They ensure SLAs are consistently met, road-side equipment runs optimally, and projects stay on schedule, driving improvements and maintaining a positive, efficient work environment.

Qualifications

• Bachelor’s or Associate degree in information technology, computer science or closely related field and/or two (2) years’ experience in Operations, Remote Troubleshooting OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
• Preferred Agile Scrum Certification which could be Scrum Master, Product Owner or Scrum Fundamentals
• Preferred experience in Scripting or Programming Languages such as PowerShell, Visual Basic, or Python.
• Demonstrated knowledge of computing and data troubleshooting
• Demonstrated knowledge of network and remote system troubleshooting
• Demonstrated knowledge of data management and information technologies
• Experience in accurately and reliably interpreting data for determining appropriate action.
• Experience in managing multiple priorities.
• Preferred Advanced skill and experience with Microsoft Suite including Word, Excel, PowerPoint and Addition suite applications like Power BI Pro, Viso and Outlook.
• Successful completion of the Nlets fingerprinting background assessment

Responsibilities

• Oversee regional technical operations and provide guidance to the operations team, Account Managers, and Customer Service Specialists.
• Coordinate with internal teams to address client needs and uphold service quality.
• Manage remote support and roadside monitoring systems to ensure SLAs are met and systems function optimally.
• Help ensure projects stay on schedule and drive improvements in processes and environment.

Skills

Remote Troubleshooting

Data troubleshooting

Network troubleshooting

Data management

Data interpretation

Multi-tasking

Power BI Pro

Visio

Outlook

Excel

Word

PowerPoint

Agile Scrum Certification

PowerShell

Python

Visual Basic

Education

Bachelor’s or Associate degree in IT/CS or related field

Tools

PowerShell

Python

Visual Basic

Power BI Pro

Visio

Outlook

Word

Excel

PowerPoint

Job description

The Lead Operations Technician is an essential member of the Verra Command Center (VCC) team, entrusted with the oversight of technical operations within a designated region. Although this position does not entail direct supervisory responsibilities, it requires the individual to provide advanced technical guidance and leadership, ensuring that all activities within the region are executed to the highest standards. The Lead Operations Technician acts as a liaison among the operations team, Account Managers, and Customer Service Specialists to effectively address client needs and uphold service quality.

In addition to managing remote support and roadside monitoring systems, this role is responsible for ensuring that

• Service Level Agreements (SLAs) are consistently met ,
• Roadside equipment functions at optimal performance,
• key business objectives are successfully achieved.

The Lead Operations Technician also plays a pivotal role in ensuring that projects remain on schedule and are completed punctually, all while fostering improvements and maintaining a positive and efficient work environment.

Qualifications

• Preferred Bachelor’s degree or Associate’s degree in information technology, computer science or closely related field and/or two (2) years’ experience in Operations, Remote Troubleshooting OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
• Preferred Agile Scrum Certification which could be Scrum Master, Product Owner or Scrum Fundamentals
• Preferred experience in Scripting or Programming Languages such as PowerShell, Visual Basic, or Python.
• Demonstrated knowledge of computing and data troubleshooting
• Demonstrated knowledge of network and remote system troubleshooting
• Demonstrated knowledge of data management and information technologies
• Experience in accurately and reliably interpreting data for determining appropriate action.
• Experience in managing multiple priorities.
• Preferred Advanced skill and experience with Microsoft Suite including Word, Excel, PowerPoint and Addition suite applications like Power BI Pro, Viso and Outlook.
• Successful completion of the Nlets fingerprinting background assessment

Verra Mobility Values

• Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
• Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.