Mgr Information Technology

$94,420 - $125,890/Yr

Lumen Technologies - Boston, MA

Full-time - Manager

Remote - Boston, MA

Telecommunications

About the position

As an IT Operations Manager at Lumen, you will oversee the IT Operations Center, which provides 24/7 support for the organization's IT infrastructure and services. This role includes leading the major incident management team responsible for resolving critical incidents that impact business continuity and customer satisfaction. You will collaborate with other IT managers, stakeholders, and vendors to align IT operations with business objectives, monitor system performance, and implement continuous improvement initiatives.

Responsibilities

• Oversee the IT operations center providing 24/7 support for IT infrastructure and services.
• Lead the major incident management team to resolve critical incidents affecting business continuity and customer satisfaction.
• Collaborate with IT managers, stakeholders, and vendors to align IT operations with business objectives.
• Monitor performance, availability, and reliability of IT systems and services.
• Implement continuous improvement initiatives to enhance the quality and efficiency of IT operations.

Requirements

• Three to five years of experience in IT operations management or a lead position in a large and complex IT environment.
• Experience in leading and managing IT operations center and major incident management teams.
• Strong knowledge of IT service management frameworks and best practices, such as ITIL.
• Ability to work under pressure, prioritize tasks, and handle multiple projects simultaneously.
• Effective performance management of all staff, including objectives setting and development plans.

Nice-to-haves

• Excellent interpersonal, written, presentation, and communication skills.
• Strong quantitative and qualitative reasoning skills with the ability to determine root causes of performance shortfalls and implement corrective actions.
• Ability to develop effective collaborative relationships across organizational boundaries and manage virtual teams.
• Ability to develop and motivate employees to achieve goals and embody Lumen's unifying principles.
• Certifications in IT service management are a plus.

Benefits

• Health insurance coverage
• Life insurance coverage
• Dental insurance coverage
• Vision insurance coverage
• 401k retirement savings plan
• Paid holidays
• Paid time off
• Flexible scheduling options
• Professional development opportunities
• Employee discount programs