Manager, IT Support Operations

About the position

The Manager, IT Support Operations is responsible for managing daily operations over four COTA IT functions; service desk, desktop engineering, IT asset management and technical writing. Performs other duties in alignment with the COTA Strategic Plan and in support of the organization's vision to Move Every Life Forward.

Responsibilities

• Manage, lead and provide direction to the IT support team, ensuring staff are adequately trained and motivated to provide high-quality support services
• Serve as a key stake holder and subject matter expert for COTA's service management transformation
• Monitor/manage the resolution of service requests and incidents, ensuring work items are logged, prioritized and resolved in a timely manner while minimizing downtime
• Ensure adherence to service level agreements (SLAs) by monitoring response times, resolution times and overall service quality
• Oversee design, implementation and optimization of the organization's desktop systems to include hardware, software and configurations
• Oversee planning and management of the deployment of desktop systems to include operating systems, applications and patches
• Oversee management of the entire lifecycle of IT assets from procurement to disposal, including upgrades, replacements and retirement
• Oversee maintenance of accurate and up-to-date inventory of all IT assets
• Oversee development, deployment & maintenance of IT policies, procedures & work instructions
• Act as a point of escalation for customers or internal stakeholders, while maintaining open lines of communication to ensure customers are satisfied with support services
• Drive ongoing improvements to IT support services, whether through technology upgrades, process optimization or team training, staying informed of industry trends to ensure application of best practices

Requirements

• Bachelor's degree in information technology or related field
• Seven (7) years of IT support operations experience
• Combination of education and experience may also be considered
• ITIL certification preferred

Benefits

• Medical, Vision, Dental, Supplemental and Life Insurance
• Paid Parental Leave
• Employee Discounts
• COTA Bus Pass
• Wellness Initiatives
• On-Site Chair Massage
• On-Site Health Coach
• Tuition Reimbursement
• Student Loan Repayment Program
• Public Pension through OPERS & Ohio Deferred Compensation