IT Services Operations Manager
2 weeks ago
Position Overview: We are looking for an experienced IT Services Operations Manager to oversee our client’s Help Desk operations. This role will involve close collaboration with teams in Infrastructure, Applications, and Information Security to ensure seamless service delivery.
Key Responsibilities:
- Oversee service requests and manage incident and problem resolution.
- Act as a point of escalation for complex support issues.
- Improve communication channels through portal, email, phone, and ticketing systems.
- Lead the transition from legacy on-premises Active Directory to Azure Active Directory.
- Implement automation and efficiency initiatives to enhance service delivery.
- Empower and develop team members to improve user experiences.
- Utilize service management analytics for ongoing enhancements.
- Monitor ticket queues and ensure adherence to key performance indicators.
- Manage the Knowledge Management repository to provide quality solutions.
- Oversee vendor relationships and manage contracts effectively.
- Drive continuous improvements within the Service Desk.
- Ensure budget compliance and operational efficiency.
- Lead incident management efforts to resolve critical issues promptly.
Qualifications:
- Bachelor's degree with significant experience in service desk management; at least 5 years in a leadership role (or equivalent).
- HDI or SDI certification is required.
- ITIL certification or experience is preferred.
- 5+ years of technical leadership experience with Directory Services, including both on-premises and Azure Active Directory.
- Experience with Role-based Access and Identity Management.
- 5+ years leading teams with expertise in O365 Collaboration Services.
- 5+ years of experience with ITSM platforms (e.g., ServiceNow, ZenDesk, or similar help desk systems).
- 5+ years of experience managing End User Services teams.
- Exceptional communication skills.
- Proficient in patch management, Windows OS updates, and vulnerability management.
- Experience in customer service, inventory control, and asset management.
- Strong troubleshooting skills in hardware, Office 365, networking technologies, and Windows 10 support.
- Familiarity with operational support of voice/phone systems.
- Experience with remote control software for desktop support.
- Strong analytical and problem-solving abilities.
- Ability to prioritize tasks and manage on-call responsibilities during off-hours.
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