Manager, Operations
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Job Summary
Job Description
Job Description
Job Description
The IT Manager is responsible for leading and developing a team of Entry level Mid Level and Senior Information Systems Engineers who deliver Tier 1 through Tier 3 operational support for a wide range of enterprise systems including Microsoft 365 which is the core of our personal productivity and collaboration strategy.
This is people centric leadership role focused on workforce management operational excellence and service reliability in a 24/7 global support model. The IT Manager provides strong direction coaching and accountability across all support tiers ensuring effective escalation incident management and cross region handoffs.
The role owns operational strategy service performance staffing and coverage models and while partnering with architecture and engineering leadership to ensure alignment with global strategy.
Primary Responsibilities
Lead manage mentor and coach Entry-Level to Senior Information Systems Engineers providing clear expectations performance feedback and career development guidance.
Demonstrates strong performance within a global team emphasizing transparent communication and a commitment to cultural diversity.
Leverage ITSM processes to drive operational efficiencies to reduce resolution time improve firstcontact resolution and drive proactive incident and problem management through automation and analytics.
Be accountable for Operational Excellence including monitoring key operational metrics and driving continuous improvement to enhance overall Operational Excellence scores.
Serve as a trusted business partner and ensure technology services we deliver meet business demands
Ensuressystem support documentation is developed andmaintainedcompletely and ona timelybasis.
Act as an escalation point for complex technical and operational issues including Tier 3 support scenarios.
Ensure service reliability operational maturity and follow-the-sun support coverage for a wide range of services.
Produce and maintain operational documentation governance artifacts architectural standards and adoption guidance.
Requirements
(Explain the technical areas/skills required for hiring)
Essential
Experience leading technical teams supporting enterprise collaboration and productivity platforms.
Ability to apply critical thinking skills and identify rational solutions to complex problems.
Experience balancing people leadership with hands-on technical responsibilities.
Strong written and verbal communication skills with both technical and non-technical stakeholders.
Strong understanding of IT Service Management (ITSM) concepts and operational practices.
Budgeting experience
Strong track record of building high functioning teams
Servant leader mindset focused on outcomes
Customer service excellence led by example
Additional
Ability to prioritize and deliver multiple initiatives simultaneously.
Strong customer service mindset with a focus on business outcomes.
Proven ability to lead technical discussions and stakeholder meetings.
Strong management and leadership skills
In-depth technical knowledge of one or more operating systems hardware architecture and collaboration services.
Good ability to supervise and train employees with varying skill sets in a high-pressure environment
Strong analytical problem-solving and decision-making skills.
Experience operating in global follow-the-sun support models.
Preferences
Experience with Windows and macOS
Experience with desktop and laptop hardware
Experience with collaboration tools included with Microsoft 365 including Teams SharePoint Online OneDrive and Power Platform. Familiarity with Atlassian Jira and Confluence.
Experience using AI to increase operational efficiency
Familiarity with Microsoft Azure and Entra ID.
Familiarity with ITSM platforms such as ServiceNow.
Mandatory Technical Skills
Basic understanding of Windows and macOS
Basic understanding of desktop and laptop hardware
Experience with enterprise collaboration services such as Microsoft 365.
Total Years of Relevant Experience
812 years (including people leadership experience)
Education Preference
Bachelors degree in Computer Science Engineering or a related field required.
Equivalent combinations of education training and relevant experience may be considered.
Required Experience:
Manager
Key Skills
About Company
Scandinavian Airlines, usually known as SAS, is the flag carrier of Denmark, Norway and Sweden. SAS is an abbreviation of the company's full name, Scandinavian Airlines System or legally Scandinavian Airlines System Denmark-Norway-Sweden.
