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MDT · 2 months ago

Manager, Service Support & Operations

Farmington Hills, MI, USA

Full-time

Hybrid

Mid, Senior Level

$90K/yr - $110K/yr

3+ years exp

MDT is a company focused on providing exceptional service support and operations. The Manager, Service Support & Operations leads the Service Support Center and Service Operations teams, ensuring effective IT Service Management practices and improving customer experience through operational oversight and continuous improvement.

Information TechnologySoftware

Comp. & Benefits

Responsibilities

Structure and lead day-to-day operations for two functions at MDT: Service Support Center (Tier I) and Service Operations (24x7 Operations Support)

Develop hiring plans, coach staff, conduct 1 on 1s with staff

Plan and coordinate 24x7 coverage to support operational schedules, on-call rotations, and patching coordination with the release calendar

Manage team capacity, workload to meet SLA times and MDT Service Level Objectives

Build a service-centric culture focusing on humanizing IT experience and support

Develop and support a Major Incident Response plan to designate Major Incident Managers, to coordinate collaborative calls, and coordinate incident response

Enforce triage and escalation playbooks to resolve incidents quickly and restore service

Maintain on-call readiness and after-hours leadership coverage for escalation paths

Run postmortem calls, and lessons learned conversations to document outage root cause

Identify and track post-incident solutions and track corrective actions and remedies to avoid repeat issues in the enterprise

Identify focus areas to reduce incident frequency and work with Tier II stakeholders to eliminate issues and identify operational changes to increase system availability

Conduct monthly incident review calls to identify root cause issues, seek problem management strategies to identify outage causes and reduce MTTR/MTTA for incidents

Define SLAs for team adherence to meeting service objectives for MDT

Update IT Service Management operational policies, and workflows to keep processes current and auditable

Practice and preach good knowledge Management hygiene practices to keep Knowledgebase up to date and relevant for internal use

Ensure proper ticket categorization, SLA levels, proper use of notes (internal and external notes) in Zendesk to ensure proper routing and communication

Implement and operate a Knowledge-Center Service/Support program to create, maintain, and reuse knowledge in the Service desk

Run continuous improvement discussions (Operational Plan Review, Trend Analysis, Problem/Incident Management Post-Mortems) to develop team responses and keep information current

Work with technical/analytics teams to create dashboards and tune monitoring alerts to track meaningful, and actionable responses

Orchestrate incident/major incident triage, escalation, and ensure proper parties are involved to resolve issues where possible

Explore automated remediation for common/known issues where possible

Maintain runbooks/operations plans for responses to service level indicators and assist technical teams in tuning out alert noise/false positive alerts

Own/Accountable for the change/release calendar at MDT including infrastructure maintenance windows, and holiday freeze windows

Conduct patch/release compliance reviews, including ensuring that technical teams are patching OS systems appropriately

Measure change success rate, and unplanned impact from change/maintenance windows

Publish customer-facing maintenance updates and internal coordination updates

Create and manage reports on Mean Time To Acknowledgement(MTTA), Mean Time To Repair (MTTR), SLA Attainment, CSAT, ticket hygiene, and alert notifications

Produce monthly Executive Summaries with trends and actions relating to Incident, Problem, and KPIs associated with tracking Service Level Objectives

Track financial impact of ticket cost, utilization, and efficiency for staffing workloads

Align Service Operations and Support Objectives to MDT’s key drivers

Partner with Enterprise Architecture, Infrastructure & Engineering, Client Solutions, Platform Solutions, Security, and Compliance to meet expectations of Service Objectives and operations

Manage SLAs and Escalations, e.g. paging, monitoring, communication, for vendors and internal teams

Provide insight to Director of Service Operations to develop a roadmap for tooling and growth in Service Operations and Support

Standardize communications for incidents, requests, problems, and maintenance

Focuses on continually staying informed of industry changes, and trends in ITSM

Ensure that all area activities are conducted safely

Oversees special projects as requested

Ensures that all office areas are clean, secure, and well maintained

Promotes goodwill and conveys a positive image of the company

Qualification

ITIL 4 FoundationIT Service ManagementIncident ManagementService Desk OperationsZendeskContinuous ImprovementChange ManagementProblem ManagementMonitoring ToolsTeam ManagementCommunication Skills

Required

Bachelor's degree or equivalent combined experience in Information Systems, Computer Science, Engineering, or related field

ITIL 4 Foundation or similar certification/experience required

Three or more (3+) years of experience in IT Service Management practices specifically Incident, Problem, Change, Request, Release & Deployment, Knowledge (KCS), Service Level, and Service Catalogue Management

Three or more (3+) years of experience managing teams in a fast paced, service desk environment

Two or more years of experience supporting 24x7 monitoring and response teams

Experience with Incident response, particularly Major Incident Management Response and Problem Management

Experience managing release lifecycles, and publishing with change management lifecycle and release management

IT Service Management experience including Asset, Configuration (CMDB), Incident, Request, Problem, Service Level, Service Catalogue, Change, Release and Deployment, Knowledge Management activities

Service Desk & 24x7 operations workflows: system performance monitoring, alert tuning, runbook creation/maintenance, on-call coordination, MTTR/Availability, incident management response

Continuous Improvement practices and automation (ITIL, Agile, or Lean Sigma Six practices)

Preferred

Advanced ITIL Certifications preferred

Experience working with community Financial Institutions or FinTech support community financial institutions preferred

Experience with tooling Service Management tooling specifically for ITSM (Zendesk), Paging (iPlum/Incident.IO/XMatters), monitoring/observability (Splunk/SolarWinds/Datadog), and communications (MS Teams, StatusPage) preferred