Job Type: Full Time

Work Location: Remote

Hours: 9:00-6:00 PM EST

Salary: $80-$100K US

Summary

Reporting to the Director of IT Infrastructure & Operations, 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. A champion of a fantastic user experience, you ensure issues are resolved according to SLAs and with a high level of quality customer service. Operationally, using your experience and expertise in ITIL practices you will be instrumental in defining the strategic direction of our IT Service Management platform. With a focus on the ‘shift left' approach, you will define processes that ensure the seamless delivery of IT services across the organization. Additionally, you will be responsible for the IT Service Desk support that we provide external clients.

General 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 our ITSM platform (Easy Vista) to maximize investment and drive organizational efficiencies
• Lead initiatives to improve and modernize ITSM Processes. Ensure adherence to ITIL best practices and industry standards
• Lead ITSM governance to drive the transformational program work, and mature the practices.
• Advocate for user experience and ensure IT services are user-friendly and meet user expectations. Incorporate a customer-first approach in all ITSM initiatives, focusing on delivering high-quality service and support
• Lead and mentor a team of technical experts, fostering a culture of collaboration, innovation, and continuous improvement.
• Create a Knowledge Management program that is focused on both IT teams and the user communities to drive effective self-service.
• Creation and management of KPIs that support the business and measure the success of IT in general.

Required skills and qualifications

• ITIL Expertise:
• In-depth knowledge of ITIL frameworks and best practices. Certification in ITIL V3 or V4 Foundation is highly desirable.
• Leadership and Management:
o Strong leadership skills with the ability to inspire and guide a team.
o Experience in managing ITSM teams and driving performance.
• Change Management:
o Experience in managing change within an organization.
o Ability to lead and manage change initiatives effectively.
• Communication and Interpersonal Skills:
o Excellent communication skills, both written and verbal.
o Ability to work effectively with stakeholders at all levels.
• Analytical and Problem-Solving Skills:
o Strong analytical skills to assess data and drive decisions.
o 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

Education and experience

• Bachelor's degree in electronic engineering, computer science, math, or a related field
• Three years of related experience