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The IT Support Operations Manager in this contract role is responsible for managing daily operations for four IT functions: service desk, desktop engineering, IT asset management, and technical writing. Manages, leads, and provides direction to the IT support team. Ensures staff are adequately trained and motivated to provide high-quality support services.
**Hybrid work schedule: 2 days remote and 3 days in the office in Columbus, Ohio.
ESSENTIAL JOB FUNCTIONS:
- Serve as a key stakeholder and subject matter expert for client’s service management transformation.
- Monitor and manage the resolution of service requests and incidents, ensuring work items are logged, prioritized, and resolved in a timely manner while minimizing downtime.
- Monitor response times, resolution times, and overall service quality to ensure adherence to service level agreements (SLAs).
- Oversee design, implementation, and optimization of the organization’s desktop systems, including hardware, software, and configurations.
- Oversee planning and management of the deployment of desktop systems, including operating systems, applications, and patches.
- Oversee management of the entire lifecycle of IT assets from procurement to disposal, including upgrades, replacements, and retirement.
- Oversee maintenance of an accurate and up-to-date inventory of all IT assets.
- Oversee the development, deployment, and maintenance of IT policies, procedures, and work instructions
- Act as a point of escalation for customers or internal stakeholders. Maintain open lines of communication and ensure customers are satisfied with support services.
- Oversee relationships with third-party vendors and service providers. Negotiate pricing, track vendor performance, and ensure services meet organizational needs.
- Coordinate acquisition, deployment, and allocation of IT assets to ensure availability and compliance with organizational needs.
- Drive ongoing improvements to IT support services, whether through technology upgrades, process optimization, or team training. Stay informed about industry trends to ensure best practices are applied.
OTHER JOB FUNCTIONS:
- May be required to be available through a mobile device via voice and/or data during and outside of normal working hours, at the manager’s discretion, and must respond within a reasonable timeframe.
- Performs other duties as assigned; and
- Regular, predictable, and punctual attendance is required.
MINIMUM EDUCATION & EXPERIENCE REQUIRED:
- Requires a bachelor’s degree in information technology or a related field and seven (7) years of IT support operations experience.
LICENSES & CERTIFICATIONS:
- ITIL certification desired.
KNOWLEDGE, SKILLS & ABILITIES:
- The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- A thorough understanding of the strategic vision for IT support operations and the ability to set the long-term direction of the team.
- Knowledge and understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An ability to think critically about systems and to adjust consistently as needed.
- The ability to manage time effectively while setting the tone of the team through modeling and leadership.
Reference: 1030089
Worried that you don’t meet every single requirement listed in the job ad? Studies have shown that individuals from marginalized groups are less likely to apply to jobs unless they meet every single qualification. Hive + Co. is dedicated to building a diverse, inclusive and representative workplace, so if you’re excited about this role, but worried that you don’t meet every requirement, we encourage you to apply anyways. We’d love to get to know you.