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IT Operations Manager

2 months ago

Marquand, Missouri, United States Insight Global Full time
About the Role

Insight Global is seeking an experienced IT Operations Manager to support a law firm in Indianapolis, Columbus, OH, or Chicago. This individual will oversee a team of 7-10 individuals and be responsible for process improvement changes, reporting, coordination, monitoring production changes, maintenance, ticketing, resource allocation, and general IT Operations.

Key Responsibilities
  • Oversee day-to-day objectives of a team of 7-10 individuals on a service desk team
  • Review escalated tickets from the service desk and propose proper solutions
  • Manage training opportunities and documentation needs within the service desk
  • Develop and report metrics to improve time-to-resolution, communication, documentation, and training turnover
  • Develop and implement internal procedures related to IT changes to ensure they are documented in the system and presented to other relevant IT teams
  • Refine processes for continuous improvement
  • Identify and document current gaps and establish procedures to support process improvement
  • Oversee the implementation of a newly added Managed Service Provider (MSP)
  • Creation and reporting on a standard set of operational metrics, including system, network, and application availability, average ticket times, other ticketing metrics, and change success rates
Requirements
  • Bachelor's degree in Computer Science, IT Systems, Computer Engineering, or other related field, or 5 years of experience as an IT Manager
  • Experience with heavy documentation environments, standards, and processes
  • Knowledge of standard IT Enterprise Operations
  • Experience managing IT teams with open communication, experience with problem escalations, and setting expectations
  • Demonstrated experience in Change management processes
  • Experience with developing and reporting metrics across cross-functional teams
Preferred Qualifications
  • Vendor management experience, specifically experience in transitioning from an in-house service desk to a Managed Service Provider
  • Previous experience in a legal environment (if they have worked at a law firm, it is a huge plus)