Job Title:
Manager, IT Operations
Job Description
The IT Manager is responsible for all aspects of Information Technology (IT) for our Work At Home Support team (North America). Manages the day-to-day work of an IT team and ensures that work is properly allocated and completed in a timely manner. Provides technical and people leadership to the IT team and supports customer service efforts. Forges strong relationships with key business stakeholders and supports the business daily.
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.
Location:
El Salvador- San Salvador
Language Requirements:
Time Type:
Full time
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