At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual’s race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
The Managed Services Operations Manager role is responsible for the Service Desk teams based in Cincinnati and Nashville, along with the governance and management of ITIL processes for Incident, Problem, and Change to ensure efficient and effective IT operations. Drives metrics, Service Level Agreements (SLAs), and process improvements to measure and monitor the effectiveness of overall Managed Services for all clients.
This role is responsible for developing a team that provides excellent customer service to all clients, to include Analysts and Supervisors, and develops and continuously maintains budgets and resourcing structures that align with plans and service levels. The successful candidate will manage the implementation of ITSM capabilities and provide leadership in the development of ITSM-based processes and procedures.
Responsibilities
Provide inspired leadership for the organization
Manage a team of U.S. based and Offshore Service Desk analysts and process analysts
Recruiting
Coaching
Performance Reviews
Provide road map recommendations for strategic growth of the Service Desk portfolio
Accountable for key outcome metrics, including customer satisfaction, accessibility and revenue and profitability of the Service Desk
Manage all aspects of the Managed Services IT Operational process and services, to include:
Identify and address the operational process problems.
Managed and lead team of Service Management Supervisors to provide support and adherence to processes and KPI’s across the Managed Services organization.
Develop service management strategies and identifying staff, tools and specialized support to ensure processes are providing maximum efficiency.
Lead the development, implementation and continual improvement of ITIL processes
Working closely with Infrastructure, Engineering and Applications teams to establish processes and service level objectives that ensure system issues are resolved and user concerns are addressed
Develop and use metrics/analytics/KPI to identify trends and preventative measures to ensure a “best in class” level of client support and service and determine areas for improvement
Coordinate with various members of Managed Services Management and Engineering teams to optimize technology services involving:
Microsoft Platforms
Networking
Cisco Telephony platforms
Mobile devices
Client Services
Cloud
Storage
Virtualization
Data Protection
Qualifications
5+ years of managing a Network Operations center in a 24/7/365 medium to large scale Data Center/Operations, in a multi-client environment.
5+ years managing an IT support team in a medium to large scale Data Center/Operations environment
5+ years direct experience planning and managing IT organizational elements that are customer focused and metrics driven
ITIL Foundation Certification, ITIL V4 preferred
ITIL Lifecycle certifications – Service Transition, Services Operations, etc
5+ years working with an ITSM ticketing system from a super user’s and management roles
5+ years creating Key Performance Indicators for medium to large scale Operations environments
Knowledge and experience of ITIL and Service Management processes (e.g. incident, problem, change management) and how to integrate them to improve service delivery.
Exceptional ability to communicate effectively with both engineers and customers verbally or in written communications
Demonstrated organizational skills, attention to detail, and ability to multi-task
Additional skills and experience
Proficient use of all Microsoft Office applications, including Visio
Experience with IT monitoring tools and technologies (LogicMonitor, CA Unicenter, Solar Winds, etc)
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
We understand that you have a life outside of work. That’s why we offer flexible paid time off, paid company holidays, and the ability for you to manage your work schedule as needed.
Job: Technology Primary Location: Asia-India-Chennai Schedule: Full-time Employee Status: Permanent Posting Date: 01/Sep/2022, 12:52:28 AM Unposting Date: 30/Sep/2022, 5:59:00 PM...
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