IT Operations Manager - Onsite NYC

Description

Key Responsibilities

• Manage and lead several technical teams, ensuring alignment with organizational goals and customer needs.
• Serve as Incident Manager during critical outages.
• Ability to work nights/weekends during the regular season schedule along with major holidays. 
• Ability to regularly work nontraditional hours to meet the needs of our globally distributed organization. 
• Ability to be on call and available during assigned shifts. 
• Demonstrates excellent people management and leadership skills, with the ability to effectively prioritize, execute, and delegate tasks in high-pressure environments. 
• Establish clear objectives and priorities for the team and consistently monitor progress to ensure goals are met.
• Collaborate with departments & managers to develop effective solutions for IT problems, ensuring cross-functional teamwork and alignment to address challenges efficiently.
• Act as the primary escalation point for customer issues, providing expert resolution and support.
• Ability to be on call as needed for IT Ticket escalations/incidents. 
• Oversee ITIL processes including event, incident, change, and problem management to ensure efficient and effective operations.
• Monitor and analyze key performance indicators (KPIs) for both internal teams and customer outcomes, implementing improvements as necessary.
• Provide guidance, mentorship, and support to the IT team to ensure effective performance.
• Provide training to staff on new technologies & troubleshooting procedures to ensure they are equipped with the necessary skills to support organizational IT operations effectively .
• Identify and implement process improvements related to ITIL event, incident, problem, and change management for customers.
• Ensure continuous alignment of team activities with customer requirements and organizational objectives.
• Identify opportunities for automation and increased efficiency by implementing best practices to enhance operational effectiveness.
• Communicate effectively with customer managers, directors, and top-tier executives, demonstrating professionalism and clarity.
• Continuously reprioritize responsibilities to adapt to changing team and customer needs.
• Provide leadership and mentorship to team members, fostering a collaborative and high-performance work environment.

Skills, Knowledge and Expertise

• • Bachelor’s degree in computer science, Information Technology, or a related field.
  • Proven experience as a Technical Engineer with expertise in server and network management.
  • Extensive experience in managing technical teams with a strong track record of leadership.
  • Deep understanding of ITIL processes including event, incident, change, and problem management.
  • Exceptional communication skills with the ability to interact effectively with customer managers, directors, and executives.
  • Strong analytical skills with experience in monitoring and improving KPIs.
  • Proficiency in context switching between different technologies and customer requirements / emergencies based on priority.
  • Adept at managing multiple priorities and deadlines in a dynamic environment.
  • Passion for challenges and a proven ability to thrive in a fast-paced, demanding role.

• Certifications in ITIL, PMP, or related fields.
• Technical Certifications in networking, server or cloud.
• Technical background in SQL Server.
• Experience with advanced monitoring tools and systems.
• Strong problem-solving abilities and a strategic mindset.
• Experience working in a complex, multisite environment.
• Proven track record of successfully implementing IT process improvements.

Benefits