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IT Operations Manager

160,000 – 170,000 yearly

NPAworldwide Recruitment Network

Last Updated: 11/25/22

Job Description

Job description:

IT Operations Manager

We are looking for a motivated, talented, and qualified IT Operations
Manager responsible for leading and managing our IT Operations team,
tasked to provide unparalleled customer service with a focus on timely
and comprehensive resolutions to the technical needs of our users. IT
Operations are carried out through a mix of internal and external teams
- Levl1 support facilitated through a Service Provider and Level2
support handled by an internal team.

As IT Operations Manager, you will report to the Senior Director of IT
and be responsible for providing technical support for all IT related
matters, including laptop and desktop hardware, software, peripherals,
desk phones and mobile devices. Candidate will be responsible for
deploying new tools/services and managing day to day workload of service
desk personnel. This individual will be the point of escalation for
service issues between internal and external teams as well as
facilitating external team with knowledge documents for expanding their
support capability.

This is a hands-on position which requires solid technical background
combined with proven customer service experience and a strong management
background. This includes the ability to problem-solve and the ability
to motivate your team to achieve specific goals. This along with proven
leadership skills, communication skills and organizational skills, are
essential to perform well in this position.

Ultimately, you must be able to ensure high quality technical support
with an on-going focus on increasing the customer experience.

Primary Responsibilities

- Ensure customer service requests (tickets) are handled timely and
completely

- Provide support services to local and remote employees solving
issues related to desktop/laptop/mobile, software, hardware and
network services.

- Prioritizes projects and operations tasks effectively to deliver
within defined SLA

- Manage Install, configure and troubleshoot hardware including
laptops, workstations, printers, phones, video conference units and
mobile devices.

- Respond promptly to escalations for technical assistance via phone,
email and in person as needed.

- Provides support and communicates appropriately across multiple
levels of the organization.

- Provide input and help to maintain standard operating procedures,
best practices and customer service guidelines relating to client
services and support.

- Maintain effective partnerships across the organization, and be able
to influence management, peers and project staff through an
inclusive style, leadership ability.

- Set high customer service standards and hold technicians accountable
to those standards.

- Contribute to improving customer support by involving yourself in
situations that fall below these standards

- Establish best practices throughout the entire technical support
process

- Develop daily, weekly, and monthly reports (from our systems) to
steer productivity and provide results on the productivity of help
desk technicians to the management team.

- Manage the IT service desk team members and evaluate performance
against established expectations

Qualifications:

Requirements

  • BS degree in Computer Science, Information Technology, or equivalent proven experience
  • 7-10 years of experience in desktop support in a professional environment is required.
  • 3+ years of experience in managing an enterprise service desk team.
  • Excellent Knowledge of Active Directory administration
  • Well versed with Office365 administration in a hybrid setting
  • Highly experienced with SharePoint / Teams / OneDrive Implementation, rollout and day to day administration experience is a must.
  • Experience in managing various mobile devices and mobile device management software
  • Demonstrates strong customer service focus, analytical, problem solving and teamwork abilities.
  • Experience in deploying and supporting endpoint security and asset management software
  • ITIL or other standard IT support certifications is a plus
  • Solid technical background with the ability to provide clear and concise direction to the team
  • Hands on implementation and administration experience with IT support desk tools and remote-control software
  • Must be highly customer service focused
  • Must demonstrate strong management skills
  • Requires the ability to respond to information system problems that occur outside of regularly scheduled work hours including evenings and weekends.
  • Must have excellent verbal and written communication skills and interpersonal skills.
  • Must be able to explain technical issues or concerns to non-technical cross functional team members.
  • Must be able to document and follow repetitive processes while holding others accountable to do the same.
  • Strong organizational, project management and problem-solving skills.
  • Ability to motivate others while using strong business acumen.
  • Ability to work in a team or individual setting.

Why is This a Great Opportunity:

A well established company that can provide a best in class management opportunity.

Salary Type : Annual Salary

Salary Min : 160000

Salary Max : 170000

Currency Type : US Dollars



Company Details

Grand Rapids, Michigan, United States
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