92 applicants

Company

AnswerNet · 1 day ago

Manager of IT Operations and Support

Full-time

Remote

Mid Level

$80K/yr - $100K/yr

3+ years exp

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Responsibilities

Work with business stakeholders and technology partners to transform and evolve next-level IT services management practices such as Incident, Request, Problem, Change, Release, Asset, Client Intake, and CMDB.

Oversee the tactical and strategic direction for our ITSM platform (Easy Vista) to maximize investment and drive organizational efficiencies

Lead initiatives to improve and modernize ITSM Processes. Ensure adherence to ITIL best practices and industry standards

Lead ITSM governance to drive the transformational program work, and mature the practices.

Advocate for user experience and ensure IT services are user-friendly and meet user expectations. Incorporate a customer-first approach in all ITSM initiatives, focusing on delivering high-quality service and support

Lead and mentor a team of technical experts, fostering a culture of collaboration, innovation, and continuous improvement.

Create a Knowledge Management program that is focused on both IT teams and the user communities to drive effective self-service.

Creation and management of KPIs that support the business and measure the success of IT in general.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ITIL ExpertiseChange ManagementCall Center experienceWorkflow automationMS Office proficiencyGoogle Workspace proficiency

Required

In-depth knowledge of ITIL frameworks and best practices. Certification in ITIL V3 or V4 Foundation is highly desirable.

Strong leadership skills with the ability to inspire and guide a team.

Experience in managing ITSM teams and driving performance.

Experience in managing change within an organization.

Ability to lead and manage change initiatives effectively.

Excellent communication skills, both written and verbal.

Ability to work effectively with stakeholders at all levels.

Strong analytical skills to assess data and drive decisions.

Ability to quickly identify and resolve issues.

Call Center experience considered beneficial

Analytical mindset and inquisitive nature

Experience in creating, implementing, and driving continual service improvement plans through workflow automation including Shift-Left strategy and frameworks.

Ability to multi-task and adapt quickly to changing work conditions in a fast-paced environment

Self-motivated with excellent time management

Solid understanding of network (WAN, LAN, VPN), and telephony systems. Demonstrated knowledge and skills with PC Operating Systems, computer hardware repair, and device connectivity (TCP/IP, network adapter configuration)

Proficient in MS Office and/or Google Workspace

Bachelor’s degree in electronic engineering, computer science, math, or a related field

Three years of related experience