Mgr, IT Operations

OVERVIEW:

The IT Operations Manager is pivotal in managing and guiding the operations team to provide high-quality technical support and stellar customer service. This role demands a data-driven mindset to lead continuous improvements in service levels and quality through the adoption of best practices, process optimization, and effective training. The successful candidate will thrive in a fast-paced environment and have a passion for technology and team development.

OPPORTUNITY HIGHLIGHTS:

• Operational Management: Manage daily operations of L2 and L3 support queues. Ensure incidents and service requests are resolved efficiently and within SLA guidelines.
• Team Development: Foster an inclusive team culture that enhances collaboration between the Service Desk, Engineering Team, and customers. Promote personal and professional growth within the team through clear governance, thorough documentation, and increased automation.
• Stakeholder Engagement: Serve as a key liaison between service desk, operational and engineering teams across different technology disciplines, facilitating seamless communication and prompt resolution of complex issues.
• Continuous Improvement: Drive initiatives that enhance service desk operations, including regular reviews of incident trends and customer feedback. Implement strategic plans to improve processes and reduce overall team workload.
• Quality and Compliance: Oversee the development and implementation of SOPs and knowledge management practices. Conduct regular quality assurance reviews and adjust strategies based on feedback from all levels of IT operations.
• Training and Development: Design and deliver training programs for technical support staff, utilizing various formats such as lunch and learn sessions and immersive workshops.
• Incident and Request Management: Maintain effective incident management. Coordinate with technical teams and stakeholders to resolve complex or escalated issues. Ensure proper documentation, categorization, prioritization, and timely resolution of incidents and requests.

​SKILLS & QUALIFICATIONS:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: At least 8-10 years of leadership experience in service desk or IT operations management, preferably in a technology-driven environment.
• Strong knowledge of IT service management frameworks (ITIL, HDI).
• Excellent leadership, interpersonal, and communication skills.
• Ability to analyze data and convert insights into action.
• Strong commitment to delivering exceptional customer service.
• Experience with ITSM software and incident management systems.

OUR VALUES

WE ARE PASSIONATELY COMMITTED TO LEADERSHIP, LEARNING, AND SUCCESS. WE EMBRACE EVERY OPPORTUNITY TO SERVE OUR CUSTOMERS AND EACH OTHER AS:

• ONE TEAM
• OPEN AND RESPECTFUL
• CURIOUS
• READY
• TRUE