Senior Manager of IT Operations
2 days ago
About the Role
This Senior Manager of IT Operations will be responsible for leading a team of IT professionals in delivering exceptional service to internal and external clients. The ideal candidate will have experience in ITIL v3/v4 Foundation or higher certification and 10+ years of experience in Service Management.
Responsibilities:
- Team Leadership & Management: Lead and manage the IT Service Management Team, providing guidance and support to ensure high levels of performance and professionalism.
- Account Administration: Oversee the creation, management, and deactivation of user accounts across various systems and applications.
- Onboarding/Offboarding: Manage the IT onboarding and offboarding process for new employees, ensuring they receive necessary tools and access to perform duties effectively.
- Service Desk Operations: Oversee Service Desk performance, ensuring best practices are followed in incident management, problem management, and request fulfillment.
- Change Control Administration: Manage the Change Access Board to ensure proper grading and duration of change submissions.
- Incident Management: Apply predefined grading matrix for unplanned incidents and drive mobilization of internal and external SME talent.
- Continuous Improvement: Identify opportunities for process improvements within IT Service Management and lead service projects to implement new technologies, tools, or procedures.
Requirements:
- B.S./B.A degree in IT, Computer Science, Business, and related fields or equivalent experience.
- ITIL v3/v4 Foundation or higher certification.
- 10+ years of experience in Service Management.
- 5+ years of management experience in at least 3 areas of expertise.
- Familiarity with IT Svc Mgmt (ITSM) tools such as ServiceNow, Zendesk or similar platforms.
Salary Range: $132,620 - $189,640 per year.
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