Description

We are committed to building a workplace where everyone feels heard and respected, and extending our culture of care so that every individual can reach their full potential. We want you to have a sense of belonging and feel valued for your contributions and the perspectives you bring.

Summary:

The IT Service Operations Manager is a key leader responsible for ensuring the efficient functioning of IT services by supervising and guiding a team of service desk professionals. Based in America, this role involves overseeing daily operations, as well as working with other global service desks to refine service delivery processes, and boost customer satisfaction through timely and accurate issue resolution. Demonstrating strong leadership skills is crucial for maintaining high-quality technical support and driving continuous improvement within the service desk environment.

Requirements:

• Leads, mentors, and motivates a team of service desk analysts, fostering a collaborative and customer-centric work culture.

• Supervises the handling of incoming support requests, incidents, and inquiries, ensuring adherence to service level agreements (SLAs) and prompt resolution.

• Provides technical expertise and support to team members in troubleshooting complex issues, escalating when necessary to achieve resolution.

• Continuously evaluates and enhances service desk processes to improve efficiency and effectiveness globally, collaborating with other service desks to implement best practices.

• Tracks and analyzes service desk metrics and performance indicators, generating reports and identifying trends to enhance service quality.

• Proactively seeks feedback from customers, address concerns, and implement strategies to enhance the overall user experience.

• Collaborates with global IT teams and departments to resolve cross-functional issues and contribute to broader IT projects and initiatives.

• Maintains accurate documentation of incidents, resolutions, and processes, updating knowledge base articles to facilitate self-service for users.

• Coordinates with external vendors and partners to address hardware and software issues, warranty claims, and service agreements.

• Utilizes ServiceNow platform for reporting, task tracking, and process flow.

Additional Responsibilities:

• Participates in Global Operations Leadership meetings and collaborate with IT leadership to ensure departmental success.

• Leads and contributes to the design and planning of IT services, systems, and applications in partnership with global peers.

• Maintains functionality of conference rooms in corporate offices and support remote meetings as required.

• Collaborates with Procurement team to manage and qualify vendors effectively, engaging with non-technical coworkers to gather business requirements and understand needs.

• Operates with minimal oversight, prioritize workloads effectively, and communicate status, needs, and accomplishments appropriately.

• Trains, leads, and mentors co-workers for their growth as IT professionals or partners.

• Identifies opportunities for improvement, streamline business processes using the ServiceNow platform, and develop/update reports as requested.

• Attends training sessions as requested and participate in on-call & after-hours incident response escalation rotation per IT policy.

Safety:

• Presents, supports, and leads-by-example with a safety and quality-oriented attitude.

• Leads by example to show that safety is the most important function, ensuring that all employees follow safe practices while working.

• Accountable to continually reinforce safe behaviors and correct “at risk” behaviors.

• Adheres to and ensures all site team members understands standard operating procedures.

• Leads and supports the site team in technical, quality and safety, utilizing system in place.

Leadership:

• Fosters a workplace culture inclusive of creating opportunities, serving others, building trust, innovation, and exceeding expectations.

• Manages direct reports, participate in the hiring and selection process, and conducts regular discussions on personal development.

• Demonstrate leadership and expertise in the eyes of the client group, providing tasks and assignments that challenge and develop employees' responsibilities.

Knowledge, Skills, and Abilities:

• Proven experience in IT service desk or technical support roles, with progressive responsibilities.

• Familiarity with IT service management frameworks (e.g., ITIL) and best practices.

• Strong leadership and people management skills, with the ability to inspire, mentor, and develop a high-performing team.

• Solid understanding of IT infrastructure, systems, and technologies commonly used in business environments.

• Excellent problem-solving and decision-making abilities, focused on delivering outstanding customer service.

• Effective communication and interpersonal skills to interact with individuals at all levels.

• Proficiency in IT service desk tools; Cloud (Azure preferred), Windows, Exchange, ITIL (ServiceNow preferred), Remote connection eg Azure Virtual Desktop (AVD) ConnectWise.

Qualifications:

• Bachelor’s degree in computer science, information technology, or a related field, required; OR technical qualification or certification with work 2 years of relevant work experience, required.

• 2 or more years of operations or service desk experience, required.

• 1 or more years of Cloud (ideally Azure) experience, required. AZ900 beneficial.

• 3 or more years of experience working in an ITIL environment, required. ServiceNow experience beneficial.

• Ability to travel 5 to 15%.

Anticipated base salary range: $117,000 - $138,000

The final agreed upon compensation is based on individual education, qualifications, experience, and work location. This position is bonus eligible.

RES offers benefits that are effective first day of employment. These benefits include the following:

• Medical, Dental and Vision

• Health Savings Account with employer contribution

• Flexible Spending Accounts

• 4x pay Basic Life and Voluntary Life

• Short and Long Term Disability

• Accident, Hospital, and Critical Illness

• 401 (k) plan with 6% company match

• 4 weeks Paid Time Off (PTO) and 10 Paid Holidays

• Tuition Reimbursement and Green Car Reimbursement

• Volunteer and Charity Matching

• Paid Parental Leave and Paid Sabbatical Leave

• Employee Referral Bonus

• Employee Discounts and Wellness programs

• Wellness Reimbursement

Physical requirements and environment:

The work environment and physical demands characteristics are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Rarely: Climbing, crouching, kneeling, pulling/pushing/lifting between 5-15lbs., and stooping are required.

Occasionally: Carrying 5-15lbs., gripping, handling, pinching, and walking are required.

Frequently: Standing is required.

Constantly: Reading, grasping, hearing, reaching, vision, repetitive motion, and sitting is required.

Rarely exposed to extreme cold, heat, and humidity, wet climates, noise, and hazards in the working environment.

We maintain a drug-free workplace. Candidates will be required to pass a pre-employment background investigation and drug test as a condition of employment.

RES is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

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ReqID: REQ-5055