Senior Manager, IT Operations and Support Services

The Senior Manager IT Operations & Support Services leads the delivery and continuous improvement of end-user IT services across the enterprise ensuring a reliable secure and high-quality workplace technology experience. This role serves as a technical and people leader for the Support Desk organization and as an escalation point for critical issues.

Job Responsibilities:

Lead and evolve end-user IT operations and support services across the organization
Build manage and develop a high-performing Support Desk team through hiring coaching and performance management
Establish customer service standards and foster a strong service-oriented culture
Plan service strategy capacity and operational standards aligned to the IT Operating Model
Lead support-related projects and operational improvement initiatives
Establish and operate ITIL-based practices (incident problem knowledge management)
Develop runbooks documentation and knowledge bases
Track KPIs and service performance; drive continuous improvement
Partner closely with infrastructure security and application teams
Participate in occasional after-hours and on-call support

Qualifications:

8 years of experience in IT operations end-user computing or support services with at least 3 years in a people management or team leadership role
Strong working knowledge of ITIL practices (incident problem change knowledge management)
Hands-on experience with Microsoft 365 endpoint management and Intune / MDM
Experience leading support organizations building runbooks and driving process improvement
Strong communication stakeholder management and customer service mindset

Core Technical Hands-on Experience:
Microsoft M365 endpoint management Intune MDM
SmartDeploy Desktop Imaging
iPhone/iPad support and device management
Apple Mac and OSX Support
Basic network technology knowledge (LAN/WAN and wireless)
Experience working with Active Directory Azure AD and Group Policy
Experience reviewing and remediating vulnerability management reports
Exposure to D365 commerce and/or FO is a plus

Wed Love to See:
Keen interest in keeping abreast of technological advances and proven success at incorporating new technology into existing systems
Excellent verbal and written communications skills appropriate for a broad range including business stakeholders 3rd party vendors offshore providers and technical developers
Must demonstrate accountability sound decision making detailed analytical capabilities and clear and concise communications
Must be able to multi-task on various initiatives with a sense of urgency
Ability to work towards multiple deadlines with shifting priorities; should have sense of urgency to meet business expectations
Educate customers about terminology features and benefits of products in order to improve product related sales and customer satisfaction

SALARY RANGE: $130000 - $150000/year

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race color creed religion national origin ancestry citizenship status age disability sex gender veteran status genetic information or any other characteristic protected by applicable federal state or local laws.