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
Manage all aspects of the Managed Services IT Operational process and services, to include:
Coordinate with various members of Managed Services Management and Engineering teams to optimize technology services involving:
Qualifications
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.
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