Senior Manager, IT Operations and Support Services

The Senior Manager, IT Operations & Support Services leads the delivery and continuous improvement of end-user IT services across the enterprise, ensuring a reliable, secure, and high-quality workplace technology experience. This role serves as a technical and people leader for the Support Desk organization and as an escalation point for critical issues.

Job Responsibilities:

•    Lead and evolve end-user IT operations and support services across the organization
•    Build, manage, and develop a high-performing Support Desk team through hiring, coaching, and performance management
•    Establish customer service standards and foster a strong, service-oriented culture
•    Plan service strategy, capacity, and operational standards aligned to the IT Operating Model
•    Lead support-related projects and operational improvement initiatives
•    Establish and operate ITIL-based practices (incident, problem, knowledge management)
•    Develop runbooks, documentation, and knowledge bases
•    Track KPIs and service performance; drive continuous improvement
•    Partner closely with infrastructure, security, and application teams
•    Participate in occasional after-hours and on-call support

Qualifications:

•    8+ years of experience in IT operations, end-user computing, or support services, with at least 3 years in a people management or team leadership role
•    Strong working knowledge of ITIL practices (incident, problem, change, knowledge management)
•    Hands-on experience with Microsoft 365, endpoint management, and Intune / MDM
•    Experience leading support organizations, building runbooks, and driving process improvement
•    Strong communication, stakeholder management, and customer service mindset

Core Technical Hands-on Experience:
•    Microsoft M365, endpoint management, Intune MDM
•    SmartDeploy Desktop Imaging
•    iPhone/iPad support and device management
•    Apple Mac and OSX Support
•    Basic network technology knowledge (LAN/WAN and wireless)
•    Experience working with Active Directory, Azure AD and Group Policy
•    Experience reviewing and remediating vulnerability management reports
•    Exposure to D365 commerce and/or FO is a plus

We'd Love to See:
•    Keen interest in keeping abreast of technological advances and proven success at incorporating new technology into existing systems
•    Excellent verbal and written communications skills, appropriate for a broad range including business stakeholders, 3rd party vendors, offshore providers, and technical developers
•    Must demonstrate accountability, sound decision making, detailed analytical capabilities, and clear and concise communications
•    Must be able to multi-task on various initiatives with a sense of urgency
•    Ability to work towards multiple deadlines with shifting priorities; should have “sense of urgency” to meet business expectations
•    Educate customers about terminology, features and benefits of products in order to improve product related sales and customer satisfaction

SALARY RANGE: $130,000 - $150,000/year

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, gender, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws.