Technology Operations Manager
Job Type: Full Time / Permanent
As the Technology Operations Manager, you will be responsible for leading our technical support team to provide traditional helpdesk support, excellent customer service and resolve technical issues for approximately 600 users. In this role, you will serve in a supporting role to the Senior Manager of Information Technology in managing the delivery of IT services to end users. You will also play a critical role in the advancing the firm’s adoption and return on investment of end user computing technology. The Technology Operations Manager reports directly to the Senior Manager of Information Technology.
RESPONSIBILITIES · Provide leadership, direction, and guidance to technical support staff and manage operational activities to achieve operational efficiency · Administration of the IT service management software to effectively run department operations · Build relationships with key stakeholders, colleagues, end users to ensure goals for service delivery and end user productivity are achieved · Assist in formulating and implementing policies, procedures, and standards · Implement and manage customer support and technical services support models that address and bring resolution to the technical needs of the firm · Analyze, develop, and recommend solutions to technology and business challenges · Develop and maintain service catalog describing the offerings of IT services and participates in the development of service level agreements for the delivery of those services. · Manage technical projects and provide tier 3 technical support for firm service offerings · Assist in preparing, monitoring, and administering annual budget for the department, including staffing, equipment, and supplies. · Creation of documentation, user knowledgebase and user training materials/courses · Monitor workload statistics in support of achieving IT service level agreement.
QUALIFICATIONS REQUIRED: · Bachelor’s in computer science, Information Systems, Information Technology, or related field · Minimum five years of relevant IT work experience is required · Minimum two years of relevant work managing an IT support services team is required · Experience with various operating systems, security access, and operations security is required · Knowledge and understanding of enterprise, network, systems/endpoint, application and data protection issues and security risks is required · Proficiency in Microsoft Suite (Work, Excel, PowerPoint) is required.
PREFERRED: · Experience with firm-related client facing software and Microsoft Teams is preferred Other: · Advanced computer skills · Strategic thought leadership skills including ability to challenge conventional thinking · Strong project management skills · Ability to inspire and lead technical resources · Ability to work independently and with a high degree of professionalism.