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REI · 4 weeks ago

Manager, IT Service Operations

Seattle, WA

Full-time

Onsite

Mid, Senior Level

$113K/yr - $181K/yr

5+ years exp

REI is a company committed to outdoor inclusivity and sustainability. They are seeking a Manager for IT Service Operations to lead and optimize technology support operations, manage internal teams, and oversee vendor relationships to ensure efficient IT services across the organization.

ApparelConsumer GoodsE-CommerceFashionManufacturingOutdoorsRetailSporting GoodsSports

H1B Sponsor Likely

Responsibilities

Directly manage, mentor, and develop internal IT support staff (FTEs), fostering a culture of continuous improvement, customer service excellence, and technical proficiency

Identifies and communicates key responsibilities and practices to ensure the organization promotes a successful attitude, confidence in leadership, and teamwork to achieve business results

Supports the implementation of company programs, procedures, methods and practices to promote REI key messages

Challenges and inspires employees to achieve business results, instilling a continuous improvement mindset

Ensures employees adhere to legal and operational compliance requirements

Oversees training and development of employees directly and indirectly managed and makes effective staffing decisions

Conducts and ensures the completion of performance reviews

Provides coaching, direction and leadership support to employees in order to achieve department, company and customer results

Establishes and maintains visibility within the department

Monitors operational statistics, reports trends, variances and issues, and takes appropriate action

Oversees Tier 1 technical support teams and technicians to identify, prioritize and resolve problems with technology products and services in a timely manner

Ensures that all phases of support are coordinated, monitored, logged, tracked, and that service requests are resolved appropriately or escalated for resolution to second and third-level support staff

Creates support structures to ensure that adequate technical support for end users and retail stores is maintained at all times. Ensures that required technical tools and training are available to the staff providing support

Primary points of contact and governance leader for the MSP relationship for Service Operations, including quality control, escalation, collaboration, and training

Ensures seamless integration between internal support processes and the services provided by the MSP

Drives improvements into production operations and ensures program runs as an industry best practice

Prepares budget recommendations for staffing needs, costs of equipment and tools, maintenance, and future projects

Responsible for ensuring high priority incidents are addressed within SLA

Responsible for improving service monitoring and alerts, and striving to deliver industry best practice

Coordinates the effort with other vendor support teams as required

Establishes and implements service desk policies, procedures, standards and service level agreements

Monitors and analyzes data to ensure support of current service level needs and to anticipate future needs

Oversees maintenance and integrity of service desk software documenting reported incidents, troubleshooting and problem resolution

Analyzes incident reports and logs for trends and ongoing issues. Collaborates and coordinates with other IT departments and disciplines to resolve continuing problems and ensure that the latest methodology is being used to address user service needs

Provides system evaluation reports to facilitate informed decision making and continuous improvement to IT services and products

Assists business areas in identifying current and future information services

Communicates with team regarding policies and procedures, projects and activities in other groups

Follows the governance process for technology projects, ensuring that project goals and decisions are based upon business priorities

Creates and maintains staffing plans. Ensures the team is properly trained and staffed to handle the projected workload, both from an internal staffing and outsourcing standpoint. Makes recommendations to management regarding potential changes to staffing

Provides management with accurate, timely and relevant information about the status of projects, personnel and activities within the team

Performs HR supervision, including hiring, firing, conducting performance reviews, setting performance goals, promotions, salary increases, developing subordinates, and managing performance and discipline

Keeps abreast of technology changes and innovations in the information technology field, especially as it applies to System Operations

Manages or coordinates vendor relationships and contracts for products, services and support

Analyzes, assesses and recommends improvements in programs and practices to ensure compliance with regulatory and internal controls

Qualification

IT Service ManagementVendor ManagementTeam LeadershipProject ManagementITILBudget PlanningTechnical SupportEmployee DevelopmentProblem SolvingNegotiationCommunication

Required

Bachelor's degree in computer science or business administration, or equivalent training and experience

2+ years supervisory experience in the information technology field and the ability to direct technical work teams

5+ years experience in information technology, including leading teams in systems analysis or software engineering

Experience managing multiple project teams

Experience developing team-level plans and contributing to annual budgets

Ability to negotiate contracts and agreements with vendors and service providers in the information technology business

Knowledge of methodologies, standards, procedures and organization that contribute to the development and deployment of technology solutions

Skills in resource management, project prioritization, problem-solving, issue management and negotiation, and mediation

Knowledge of business principles from multiple disciplines and ability to apply those principles

Experience with structured project life cycle, systems development management tools and service management methodologies such as Information Technology Infrastructure Library (ITIL)

Ability to manage customer and vendor relationships

Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts

Creates a strong, mutually supportive work spirit and culture where people can do their best

Establishes trust and inspires others

Makes effective organization and people decisions in a manner consistent with REI's values and ethics

Delivers on commitments and holds others to same

Champions the organization and advocates solutions in the overall Company's best interest

Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities

Consolidates information from various sources including feedback from others to reach sound decisions

Considers the ultimate impact of decisions and actions on internal and external customers

Fosters change in company direction

Effectively plans and executes changes

Ability to work onsite at Sumner or Issaquah office as needed (at least once a week)

Benefits

A generous employee discount

Access to health benefits

A retirement savings plan

Accrued time off

Company

REI

Glassdoor3.7

At Recreational Equipment, Inc. (REI), we exist to inspire and enable life outside for everyone.

Founded in 1938

Kent, Washington, USA

10001+ employees

https://www.rei.com/

H1B Sponsorship

REI has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (3)

2024 (12)

2023 (12)

2022 (13)

2021 (18)

2020 (12)