Global Support Operations Manager

Global Support Operations Manager (ONSITE)

The Global Support Operations Manager provides delivery leadership and service operations management to client-dedicated IT support teams and is a key to the success of Astreya's End User support programs. The Operations Manager drives the development, maintenance and continuous improvement of global IT service offerings related to services, processes, policies and the customer support experience. This client-facing role requires establishing, maintaining and enriching client and employee relationships as well as displaying leadership, ability to motivate a diverse set of teams and individuals, prioritize initiatives, develop talent and communicate professionally. Demonstrated initiative, organizational skills, history of program development and process optimization are necessary. An appetite for growth and improvement will set the Global Support Operations Manager up for success.

Duties and Responsibilities:

• Responsible for the successful execution of all in-scope user-facing IT support activities in an on-site and remote managed services context including but not limited to: Service Desk operations AV support (maintenance, break/fix) AV event support Executive Support Hardware and Account provisioning
• Works closely with client service owners to steer service capabilities to ensure they translate to the client's definition of service value
• Manages day to day service operations using data to assess service health and identify service issues, investigate root cause, drive decisions and coach for improvement
• Manages diverse global remote, regional and on-site teams delivering service through a variety of channels including walk-up, desk-side, and fully remote via email, phone and chat
• Leads conversations and communicates regularly to stakeholders about service metrics, KPIs, quality, improvements, opportunities and challenges.
• Fosters a team culture of collaboration, trust and agency where employee knowledge and ideas can be shared, honed and adopted in order to enhance workflow
• Develops a strong team through effective sourcing, selection, on-boarding, training, and talent development activities
• Drives implementation, training and adoption of service methodologies, processes and procedures and maintains accountability through routine review of work output Manages employee performance, setting objectives, and conducting regular team and individual performance reviews
• Manages low performance through coaching, training, mentorship and improvement plans, considering termination where appropriate.
• Develops and maintains retention programs and incentives for employees
• Drafts and delivers professional communications like announcements, goals, process changes, initiatives, etc. to necessary stakeholders
• Manages teams performing end user support operations including but not limited to: Staffing coverage for 24x7 operation Incident, Problem, and Change Management Service Request Fulfillment Reporting & Analytics SLAs, OLAs & KPIs Knowledge Management Standard Operating Procedures, Best Practices, and Workflows User-Facing Self-Help Documentation & Self-Service Automation Departmental Policies & Guidance Workforce Utilization & Management Continual Service Improvement Initiatives Team Onboarding / Departure Service Innovation

Qualifications:

• Bachelor's degree or equivalent professional work experience, strong reporting skills (metrics and data driven org), solid business operations and math skills, proven ability to motivate people.
• Experience: 2+ years of direct people management experience (6+ direct reports, hiring, coaching and managing performance)
• 8+ years of total IT experience Strong customer relationship management skills and a track record of driving successful programs, service operations and IT projects
• Understanding of enterprise IT operations & technologies, demonstrated experience working in an M365 administration and support environment Hands on experience with Zendesk, ServiceNow or similar ITSM platform
• Familiarity with Lenovo and Mac (laptops) and both Android and Apple mobile devices
• Excellent oral and written communication skills in English with the ability to speak and write at executive and business levels
• Moderate-to-strong command of managing, analyzing and acting on data and reports
• Ability to work proficiently with minimal daily guidance and bring mature, seasoned skills when working with clients and executive sponsors
• Customer-service oriented with a disposition for problem-solving Ability to communicate with all levels of management and end users with varying levels of technical expertise
• Self-starter who displays a sense of urgency, personal responsibility and sees tasks through to completion

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Salary Range

$53,152.50 - $100,710.00 USD (Salary)

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

• Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through Cigna (DPPO & DHMO options)
• Nationwide Vision provided through VSP
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
• Corporate Wellness Program
• Employee Assistance Program
• Wellness Days
• 401k Plan
• Basic Life, Accidental Life, Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other fringe benefits required under state and federal law