Manager, IT Operations

Summary: The Manager, IT Operations is responsible for leading the daily operations of the Service Desk, managing the End User Computing/Service Desk team, representing the team to partners, driving continuous improvement, and maintaining high levels of customer service/execution. Must have a varied set of skills, from knowledge of relevant technical standards to the ability to inspire and empower a team to adapt to evolving circumstances, which is vital to carry out effectively the many responsibilities of a service desk and support team. The first and main responsibility of the role is to meet targets and expectations for customer service and support performance. This is the key metric for determining the success of this role and what all other responsibilities are centered around. The role is responsible for ensuring that the End User Computing/Service Desk addresses, resolves, and advances all incidents promptly providing the best customer experience to our stakeholders.

This role is a hybrid role that will work onsite 3 days per week at our Conshohocken, PA location. Occasional travel may be required as part of this position. 

RESPONSIBILITIES: 
-  Own and assist with the development of methodologies to increase customer satisfaction and team productivity to ensure user perform their duties as expected.

-  Analyze metrics to determine constraints and make recommendations for process, people, or tool improvements.

-  Continually evolve and improve these services based on strategies for these IT service lines of business; create and maintain a knowledge database for customer service and support. Implement the organization’s vision within the department and contribute to the implementation of the vision throughout IT.

-  Responsible for hiring, scheduling, retaining, mentoring, and training the team.

-  Identify gaps in service delivery and work with the team to continuously improve to meet and exceed goals.

-  Work with other departments to document, as well as communicate, new IT Operations Policies and Procedures, along with optimizing and revising existing Policies and Procedures.

-  Work with internal and external stakeholders to ensure changes to IT Systems are communicated, validated, understood, and accepted without any negative impacts to Clients or Customers.

-  Practice asset management for all hardware, software, and equipment.

-  Collaborate cross-functionally with the other business units to deliver best-of-class services.

-  Act as a liaison to other technology teams on behalf of the End User Computing/Service Desk team.

QUALIFICATIONS: 
-  5+ years of direct, technical experience required.

-  3+ years of people-leading experience required.

-  Hands-on experience managing a Service Desk, including full-time employees, outsourced individuals, and vendors.

-  Recent experience supervising the operation of Microsoft EntraID/Azure Active Directory.

-  Automating tasks and processes using Azure PowerShell, Azure CLI, or other automation tools.

-  Excellent leadership and management skills, with the ability to empower a team of IT professionals.

-  Exceptional communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.

-  Excellent problem-solving skills

-  Excellent verbal and written communication skills.

-  Self-managed, motivated, and team-oriented.

-  Experience troubleshooting laptop, server, and network issues.

-  Experience with automated deployments, patching, software installation/configuration management (i.e., WSUS, SCCM, Intune, Autopilot).

-  Experience with organizational transformation and its impact on service delivery methods and end-user experience

The base salary range for this position is budgeted for $117,180 to $136,500 with eligibility for an annual bonus. The actual base salary offered depends on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of proven experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, and market demand. Our competitive benefits include medical, dental, vision, wellness, 401(k) matching, unlimited PTO, work from anywhere, generous parental leave, and more! Our job titles may span more than one career level. All candidates are encouraged to apply. 

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Last updated on Aug 15, 2024