Together, we create life-changing wishes for children with critical illnesses. This is our mission at Make-A-Wish America. The Manager of IT Operations is a key contributor to the mission by overseeing the delivery of the organization's enterprise I.T. service catalog and directs staff in the maintenance and support of the organization’s information systems infrastructure. Primary areas of responsibility include the IT service desk, hardware and software refresh cycles, procurement, and vendor management. The position is also responsible for meeting defined metrics and benchmarks, ensuring staff are meeting and exceeding performance expectations, setting and enforcing I.T. standards/procedures/processes, and that customer service expectations are met.
Areas of Responsibility:
- Oversight and supervision of the IT Operations (Service Desk) staff which includes all aspects of I.T. Service Management; and, hiring, scheduling, assigning work, performance evaluations, address complaints, resolve issues, promotions, rewards, discipline and termination.
- This position is responsible for budgetary recommendations and purchases for all end-user compute technologies. This includes managing expenses to defined budget.
- Plan, build, organize, direct, and review the delivery of the I.T. Service Catalog and necessary processes to ensure success.
- Identify issues, trends, and opportunities to improve efficiency, cost effectiveness, and/or quality; develop recommendations and implement solutions to identified issues and opportunities.
- Monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures; develop recommendations and implement solutions to identified issues and opportunities.
- Establish and refine processes, procedures, and tools to provide exceptional support and services.
- Incident, Problem and Service Request management, monitoring status and working with IT managers and technicians to meet customer demand, and follow up with customers as needed to ensure customer satisfaction.
- Engage Make-A-Wish community through a variety of communication methods to promote and communicate new/enhanced service offerings or service outages.
- Oversee IT asset management lifecycle, including purchasing, tracking and eventually disposal. Vendor management will be required for both hardware and software asset procurement.
- Establish KPI's for the Service Desk and provide regular reports for showing ongoing progress.
- Set goals and plan, assign, and direct work accordingly.
- Provide regular and effective feedback to employees and complete timely and objective performance reviews.
- Subject matter expertise implementing, managing and administering ITIL/ITSM service desk management (ticketing) systems.
- Perform other related job duties, as assigned.
Educational Background:
Bachelor’s degree in Computer Information Systems or related field required.
Skills/Experience:
- Deep knowledge of technology infrastructure necessary to run an enterprise in support of business systems
- Highly proficient in vendor management, project management, technology oversight and delivery, and ITIL based service management
- Demonstrated success at delivering customer service and managing for continuous service improvement 2
- Excellent leadership skills that inspire and motivate others to succeed
- Demonstrated self-starter with successful problem-solving abilities
- Engage effectively with professionals at all levels of the organization to deliver easy-to-use technology and provide easy-to-understand communication about technology
- Demonstrated successful selection, design, and implementation of new technologies and work processes
- Able to organize work, prioritize, and delegate to meet deadlines, and make timely decisions with sound judgement
- Possess strong written and verbal communication skills
- Minimum of 5 years in Technology support required. Minimum of 3 years’ experience leading a technology team desired.
- Understanding of I.T. infrastructure and root cause analysis required. Experience in security operations helpful.
- Experience leading and managing Service Desk teams Experience implementing and maintaining ITSM Service Desk systems / tools.
- Experience with providing managed technology services to multiple service groups is desired.
- Proficiency in customer service aspect of technology delivery required.
- Proficiency with ITIL based service management, improvement and delivery required.
- Certification in ITIL (v3 or 4) Foundation or other level. Intermediate and above.
Compensation/Benefits:
- Competitive compensation with annual incentive potential
- Comprehensive benefit package: Medical, Vision, Dental, Wellness *100% employer paid for employee*
- Health and Flexible Spending Account Options
- Short Term Disability, Long Term Disability and Life Insurance *100% employer paid for employee*
- 401(k) Retirement Savings Plan
- 15 PTO days, 10 Paid Holidays, 2 Personal Days
- Maternity Leave
- Educational Tuition Assistance
- Employee Awards and Recognition Programs
- Individual and Leadership Development
- Discounts and special offers for theme parks, events, hotels, concerts, and movie tickets
How to Apply:
Job Function:
Organization Info
Listing Stats
Post Date:
Aug 22 2019
Active Until:
Sep 22 2019
Hiring Organization:
Make-A-Wish America
industry:
Nonprofit