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IT Support Operations Leader

2 months ago

Melville, New York, United States Nuvem Full time
Job Overview

Position Summary: The IT Service Desk Manager is responsible for overseeing the daily operations of the IT support team, ensuring efficient service delivery and customer satisfaction.

Key Responsibilities:

  • In-office role with a flexible work-from-home schedule.
  • Coordinate with internal teams and external vendors to ensure seamless execution of tasks and projects.
  • Manage weekly ticket cycles using Jira Service Management within an Agile SCRUM framework; prioritize and escalate issues as necessary.
  • Ensure timely delivery of all services in accordance with SLA commitments.
  • Oversee the entire ticket management process from inception to completion, identifying any gaps to maintain a smooth workflow.
  • Define objectives and deliverables that align with the strategic goals of Nuvem.
  • Monitor and report on ticket progress, challenges, and solutions; prepare comprehensive reports for stakeholders detailing statistics and trends.
  • Work closely with internal clients to set priorities and address their needs.
  • Communicate business priorities effectively to the development team and validate outcomes post-delivery.
  • Guide and support team members across various departments.
  • Build and maintain strong relationships with internal clients, ensuring they are informed of significant issues and resolutions.
  • Create and update thorough documentation, including training materials as required.
  • Implement change management processes to achieve desired outcomes; continuously evaluate operational needs and refine policies and procedures.
  • Assess the effectiveness of ticket resolutions, share insights with the IT Operations Team, and contribute to the knowledge base.
  • Participate in the analysis, design, and implementation of business and systems processes in accordance with established standards.
  • Analyze data to provide tailored solutions to meet specific business and technical requirements.
  • Collaborate with remote teams to support client needs effectively.
  • Engage in ongoing training and conferences to maintain expertise.
  • Perform additional duties as assigned.

Equal Employment Opportunity: Nuvem is committed to providing equal employment opportunities to all employees and applicants.

Qualifications:

  • At least 2 years of experience in a Service Management role.
  • Familiarity with JIRA, ServiceNow, and MS SharePoint is preferred.
  • Understanding of Scrum/Agile methodologies is advantageous.
  • Experience in the healthcare sector is a plus.