IT Operations Manager

4 days ago

Chicago, Illinois, United States S&C Full time
About the Role

We are seeking a highly skilled and experienced IT Operations Manager to join our team at S&C Electric Company. As an IT Operations Manager, you will be responsible for overseeing the day-to-day operations of our IT Service Desk, Office Services, and the ServiceNow platform.

Key Responsibilities
  • Operational Management: Oversee the efficient operation of the IT Service Desk, ensuring timely and effective resolution of IT service desk requests and incidents. Implement and manage processes and procedures to improve the efficiency and effectiveness of IT service delivery.
  • Day-to-Day Leadership: Lead and mentor the IT Service Desk, ServiceNow, and Office Services team, ensuring the day-to-day operational goals of the function are met. Conduct regular performance reviews, provide feedback, and identify opportunities for professional development.
  • Performance Monitoring: Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure targets are met. Analyze performance data to recommend process improvements.
  • Technical Support: Provide technical support and guidance to users, facilitating issue resolutions and escalations as needed. Ensure the IT Service Desk team is equipped to handle a wide range of technical problems and inquiries.
  • Collaboration and Integration: Collaborate with other IT teams and S&C's functional areas to ensure seamless IT service support. Support the integration of ServiceNow with other enterprise systems, ensuring seamless data flow and process alignment.
  • Documentation: Maintain accurate records and up-to-date documentation of IT service desk processes, office services procedures, and ServiceNow configurations. Develop and present regular reports on performance, user engagement, and project status to senior management.
  • Project Management: Lead and participate in IT and office service projects, ensuring successful implementation and adoption of new technologies and systems. Coordinate with stakeholders to define project requirements, timelines, and deliverables.
  • Supplier Management: Coordinate with external suppliers and service providers to ensure quality and cost-effective services. Manage vendor relationships and assist with the negotiation of contracts as needed.
  • Budget Support: Support the budgeting process for IT services, IT Service Desk, Office Services, and the ServiceNow platform. Monitor expenses and ensure cost control and efficiency.
  • Compliance: Understand and comply with all applicable Company policies and rules.
Requirements
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • 5+ years of experience in IT service management or a related role.
  • Demonstrated experience managing IT service desks and office services in a large organization.
  • Excellent knowledge of IT service management principles and best practices.
  • Experience in using and administering ServiceNow or similar IT service management platforms is preferred.
  • Knowledge of IT security protocols and compliance standards.
  • Ability to collaborate effectively with cross-functional teams and external vendors.
  • Possess a customer-oriented mindset and great customer service skills.
  • Good leadership skills with an ability to lead, guide, motivate, and delegate to deliver results, embrace change, drive decisions and outcomes, embrace culture and inclusion, and exhibit integrity.
  • Great organizational, planning, and project management skills, creatively problem-solving issues and juggling a portfolio of projects.
  • Great communication skills (written, verbal, listening, and presentation); able to liaise effectively with internal and external stakeholders to drive decisions and achieve targeted results.
  • Great interpersonal skills to establish meaningful relationships built on mutual trust and respect, navigate and resolve conflict, moderate behaviors, and foster collaborative working relationships amongst a diverse audience.
  • Ability to use business acumen and analytical skills to analyze data to drive informed decisions and problem-solve issues.
  • Foundational financial acumen with the ability to provide input to budgetary processes for fiscal effectiveness.
  • Ability to travel as required.
Preferred Qualifications
  • Advanced degree or relevant certifications.
  • Demonstrated leadership experience within an IT function.

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