Manager, IT Operations

Key Duties And Responsibilities

• Oversee and direct the day-to-day activities of the IT Operations team supporting North America Game-Changes who work from home, ensuring that systems, services, and infrastructure are up and running reliably and securely
• Maintain and prioritize work in team(s) queue, including commitment to meet stated business Service Level Agreements and/or Service Level Objectives.
• Respond to IT tickets, including complex, escalated inquiries, and resolve according to SLAs
• Review all Service Level and Operation Metrics and KPI scorecards for service delivery; identify and recommend areas of improvement and seize opportunities to implement
• Analyze inquiries to identify recurring user problems, recommend solutions, and identify areas where service(s) can be improved.
• Monitor existing processes, analyze their effectiveness and create strategies to improve productivity and efficiency
• Plan, prioritize, and schedule activities to ensure continuity of service.
• Support all IT end users, regarding IT tools and processes, within assigned geography
• Collaborate with IT Leadership on functional strategy; lead and implement as agreed.    
• Partner with the business units, including business leadership, to ensure business needs are met and ensure work is completed on time, within budget and internal/external stakeholder expectations are met.
• Assist in the preparation, management and delivery of the OPEX budget
• Deliver innovation, new technologies and solutions
• Lead by example and manage IT staff by recruiting, training and coaching employees, driving accountability through communicating job expectations and appraising their performance
• Ensure the satisfaction of internal and external clients
• Proactively identify IT opportunities to improve performance and quality
• Practice and encourage knowledge sharing with a focus on establishing best practices

Qualifications and Experience Required

• 6+ years’ relevant experience, ideally leading day-to-day IT operations (primarily endpoint support), IT management and/or IT Service Delivery in a BPO environment, including budget oversight (preferred)
• Bachelor Degree or equivalent required; Masters preferred
• People management experience
• Deep technical background in Windows with a strong understanding of Active Directory is required.
• Experience with the following tools is preferred; Cortex, Crowdstrike, BigFix, SCCM, Zoho
• Proven track record in successfully establishing, building and growing both business and client relationships
• Strong attention to detail with history of delivering results
• Solid leadership and communication/presentation skills with proven record of leading through influencing others across a geographically dispersed, highly matrixed organization.
• Strategic thinker with demonstrated ability to influence and lead
• Certification in any of the following preferred:  ITIL v3, Cobit, MCSE,A+, Network+, A+, N+ and/or MCTS/MCITP, CCNA, Avaya
• Strong English speaking capabilities is required.