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IT Support Operations Supervisor

2 months ago

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

Position: IT Service Desk Manager

Work Arrangement: In Office Role - 4 days, 1 day WFH

Key Responsibilities
  • Oversee internal resources and external vendors to ensure seamless execution of tasks, tickets, and projects.
  • Manage weekly ticket iterations in IT Operations using Jira Service Management Software within an Agile SCRUM framework; prioritize backlog and handle escalations.
  • Guarantee timely delivery of all elements within agreed SLA timeframes.
  • Accountable for managing tickets and related projects from inception to completion; identify gaps and ensure a smooth end-to-end process.
  • Assist in defining objectives and deliverables that align with Nuvem's strategic goals.
  • Monitor, analyze, and report on ticket progress, challenges, and solutions; prepare and present reports on statistics, volume, trends, and progress to stakeholders.
  • Collaborate with internal customers to set priorities.
  • Effectively communicate business priorities to the development team; manage post-delivery validation of business-related tickets.
  • Support and guide the team across various segments of the organization.
  • Establish and nurture relationships with internal customers, ensuring communication regarding significant issues and resolutions.
  • Create and maintain thorough documentation; develop training materials as necessary.
  • Implement change management processes as needed to achieve desired outcomes; continuously evaluate business operation needs; refine policies, procedures, and documentation accordingly.
  • Assess and evaluate the outcomes 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 and procedures in accordance with established standards.
  • Analyze data to provide tailored solutions to clients' specific business and technical requirements.
  • Collaborate closely with remote teams to support client needs.
  • Engage in conferences and training as necessary to maintain expertise.
  • Perform additional related duties as assigned.
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 preferred.
  • Experience in the healthcare sector is preferred.

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