Manager of IT Operations & Support

About the position

The Manager - IT Operations & Support will be responsible for the effective and efficient operations of the IT Service Desk team which includes front-line technicians, deskside support, and other supporting roles. Reporting to the Director of IT Infrastructure & Operations, this role focuses on ensuring issues are resolved according to SLAs and with a high level of quality customer service. The position will also involve defining the strategic direction of the IT Service Management platform, emphasizing a 'shift left' approach to ensure seamless delivery of IT services across the organization. Additionally, the manager will oversee the IT Service Desk support provided to external clients.

Responsibilities

• Work with business stakeholders and technology partners to transform and evolve next-level IT services management practices such as Incident, Request, Problem, Change, Release, Asset, Client Intake, and CMDB.
• Oversee the tactical and strategic direction for the ITSM platform (Easy Vista) to maximize investment and drive organizational efficiencies.
• Lead initiatives to improve and modernize ITSM Processes, ensuring adherence to ITIL best practices and industry standards.
• Lead ITSM governance to drive transformational program work and mature practices.
• Advocate for user experience and ensure IT services are user-friendly and meet user expectations.
• Lead and mentor a team of technical experts, fostering a culture of collaboration, innovation, and continuous improvement.
• Create a Knowledge Management program focused on both IT teams and user communities to drive effective self-service.
• Creation and management of KPIs that support the business and measure the success of IT.

Requirements

• In-depth knowledge of ITIL frameworks and best practices; certification in ITIL V3 or V4 Foundation is highly desirable.
• Strong leadership skills with the ability to inspire and guide a team.
• Experience in managing ITSM teams and driving performance.
• Experience in managing change within an organization.
• Excellent communication skills, both written and verbal.
• Strong analytical skills to assess data and drive decisions.
• Ability to quickly identify and resolve issues.
• Call Center experience considered beneficial.
• Analytical mindset and inquisitive nature.
• Experience in creating, implementing, and driving continual service improvement plans through workflow automation including Shift-Left strategy and frameworks.
• Ability to multi-task and adapt quickly to changing work conditions in a fast-paced environment.
• Self-motivated with excellent time management.
• Solid understanding of network (WAN, LAN, VPN), and telephony systems.
• Demonstrated knowledge and skills with PC Operating Systems, computer hardware repair, and device connectivity (TCP/IP, network adapter configuration).
• Proficient in MS Office and/or Google Workspace.

Benefits

• Full-Time position
• Remote work option
• Salary range of $80-100 K DOE