Manager, Service Support

COMPENSATION

$90,000 - $110,000 (Based on Professional Experience)

POSITION LOCATION

This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required.

POSITION PURPOSE

The Manager, Service Support & Operations leads MDT's Service Support Center (Tier I) and Service Operations teams, providing day-to-day leadership and operational oversight across core IT Service Management (ITSM) disciplines. This role oversees 24×7 client coverage (internal and external), ensuring timely response, resolution, and communication for incidents and requests, while proactively monitoring services and driving continuous improvement through metrics and governance. The manager is accountable for Incident, Problem, Request, Knowledge, Service Level, Release & Deployment, and Monitoring/Observability IT Service management practices, and coordinates infrastructure patching and release activities with MDT and client stakeholders. This position is the operational engine behind MDT's strategic drivers, stabilizing operations, improving customer experience, and elevating service reliability and quality.

DUTIES & RESPONSIBILITIES

• Structure and lead day-to-day operations for two functions at MDT: Service Support Center (Tier I) and Service Operations (24x7 Operations Support).
• Develop hiring plans, coach staff, conduct 1 on 1s with staff
• Plan and coordinate 24x7 coverage to support operational schedules, on-call rotations, and patching coordination with the release calendar.
• Manage team capacity, workload to meet SLA times and MDT Service Level Objectives.
• Build a service-centric culture focusing on humanizing IT experience and support.
• Develop and support a Major Incident Response plan to designate Major Incident Managers, to coordinate collaborative calls, and coordinate incident response.
• Enforce triage and escalation playbooks to resolve incidents quickly and restore service.
• Maintain on-call readiness and after-hours leadership coverage for escalation paths.
• Run postmortem calls, and lessons learned conversations to document outage root cause.
• Identify and track post-incident solutions and track corrective actions and remedies to avoid repeat issues in the enterprise.
• Identify focus areas to reduce incident frequency and work with Tier II stakeholders to eliminate issues and identify operational changes to increase system availability.
• Conduct monthly incident review calls to identify root cause issues, seek problem management strategies to identify outage causes and reduce MTTR/MTTA for incidents. =
• Define SLAs for team adherence to meeting service objectives for MDT.
• Update IT Service Management operational policies, and workflows to keep processes current and auditable.
• Practice and preach good knowledge Management hygiene practices to keep Knowledgebase up to date and relevant for internal use.
• Ensure proper ticket categorization, SLA levels, proper use of notes (internal and external notes) in Zendesk to ensure proper routing and communication.
• Implement and operate a Knowledge-Center Service/Support program to create, maintain, and reuse knowledge in the Service desk.
• Run continuous improvement discussions (Operational Plan Review, Trend Analysis, Problem/Incident Management Post-Mortems) to develop team responses and keep information current.
• Work with technical/analytics teams to create dashboards and tune monitoring alerts to track meaningful, and actionable responses.
• Orchestrate incident/major incident triage, escalation, and ensure proper parties are involved to resolve issues where possible.
• Explore automated remediation for common/known issues where possible.
• Maintain runbooks/operations plans for responses to service level indicators and assist technical teams in tuning out alert noise/false positive alerts.
• Own/Accountable for the change/release calendar at MDT including infrastructure maintenance windows, and holiday freeze windows.
• Conduct patch/release compliance reviews, including ensuring that technical teams are patching OS systems appropriately.
• Measure change success rate, and unplanned impact from change/maintenance windows.
• Publish customer-facing maintenance updates and internal coordination updates.
• Create and manage reports on Mean Time To Acknowledgement(MTTA), Mean Time To Repair (MTTR), SLA Attainment, CSAT, ticket hygiene, and alert notifications.
• Produce monthly Executive Summaries with trends and actions relating to Incident, Problem, and KPIs associated with tracking Service Level Objectives.
• Track financial impact of ticket cost, utilization, and efficiency for staffing workloads.
• Align Service Operations and Support Objectives to MDT's key drivers.
• Partner with Enterprise Architecture, Infrastructure & Engineering, Client Solutions, Platform Solutions, Security, and Compliance to meet expectations of Service Objectives and operations.
• Manage SLAs and Escalations, e.g. paging, monitoring, communication, for vendors and internal teams.
• Provide insight to Director of Service Operations to develop a roadmap for tooling and growth in Service Operations and Support.
• Standardize communications for incidents, requests, problems, and maintenance.
• Focuses on continually staying informed of industry changes, and trends in ITSM.
• Ensure that all area activities are conducted safely.
• Oversees special projects as requested.
• Ensures that all office areas are clean, secure, and well maintained.
• Promotes goodwill and conveys a positive image of the company.

EDUCATION & EXPERIENCE REQUIREMENTS

• Bachelor's degree or equivalent combined experience in Information Systems, Computer Science, Engineering, or related field.
• ITIL 4 Foundation or similar certification/experience required. Advanced ITIL Certifications preferred.
• Three or more (3+) years of experience in IT Service Management practices specifically Incident, Problem, Change, Request, Release & Deployment, Knowledge (KCS), Service Level, and Service Catalogue Management.
• Three or more (3+) years of experience managing teams in a fast paced, service desk environment.
• Two or more years of experience supporting 24x7 monitoring and response teams.
• Experience with Incident response, particularly Major Incident Management Response and Problem Management.
• Experience managing release lifecycles, and publishing with change management lifecycle and release management.
• Experience working with community Financial Institutions or FinTech support community financial institutions preferred.
• Experience with tooling Service Management tooling specifically for ITSM (Zendesk), Paging (iPlum/Incident.IO/XMatters), monitoring/observability (Splunk/SolarWinds/Datadog), and communications (MS Teams, StatusPage) preferred.

REQUIRED KNOWLEDGE

• IT Service Management experience including Asset, Configuration (CMDB), Incident, Request, Problem, Service Level, Service Catalogue, Change, Release and Deployment, Knowledge Management activities.
• Service Desk & 24x7 operations workflows: system performance monitoring, alert tuning, runbook creation/maintenance, on-call coordination, MTTR/Availability, incident management response.
• Continuous Improvement practices and automation (ITIL, Agile, or Lean Sigma Six practices)

WORKING CONDITIONS

Special

• Occasional overnight travel for training, conferences, and to client sites required.
• On-call responsibilities, available 24/7 via phone or pager.
• No hazardous or significantly unpleasant conditions (such as in a typical office).
• Additional hours, including Saturday/Sunday support, as required.
• Long duration of computer workstation usage.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.