IT Service Operations Manager

JOB TITLE: IT Service Operations Manager

REPORTS TO: IT Manager, Infrastructure & Operations

STATUS: Exempt

DIVISION: CRS IT

GENERAL DESCRIPTION

The IT Service Operations Manager, provides exceptional customer service and technical support to Horton employees operating in a hybrid work environment, including corporate Executive C-Suite employees. This role serves as the “face” of IT to end users and is a critical partner to our Managed Service Provider (MSP). The scope of this role includes end user support resolving issues in the following areas, but not limited to Windows software issues, remote connectivity, physical and virtual networks, physical and virtual servers, and telecommunications support. Additional responsibilities include copier and printer support, mobile device support, user identity management, and workstation and conference room technology support. In partnership with the IT Manager, Infrastructure and Operations this role proactively identifies ways to help improve processes and procedures to ensure the internal support team and MSP are working as efficiently as possible for quick resolution of issues. This position is responsible for supervising and mentoring Horton Group IT Solutions Specialists to deliver exceptional technical support to end users with an emphasis on customer care.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Supervise Horton IT Solution Specialists providing tier 1 and tier 2 technical support.
• Ensure that all processes used by the help desk are thoroughly documented, consistently audited, and regularly improved upon.
• Proactively monitor assigned and open tickets/projects, contacting end users when necessary, and ensuring tickets and projects are updated or resolved according to defined SLAs.
• Collaborate with vendors and external partners to ensure seamless delivery of support services and hardware.
• Manage inventory of end user hardware including planning, scheduling, and execution of EOL hardware and recycling strategy.
• Partner with internal teams to onboard new employees to the organization; including procurement, configuration, and distribution of new hire equipment.
• In collaboration with the IT Manager, Infrastructure and Operations and the Managed Service Provider identify meaningful metrics and KPIs that align with the overall goals and strategy of the organization.
• Recognize trends in technical support issues to proactively identify opportunities for improvements in technical processes and procedures, as well as training opportunities for the organization.
• Assist with planning and execution of office moves, office remodels and workstation hoteling configurations.
• Manage workstation hoteling solution to support a seamless hybrid experience for end users across multiple locations.
• Assist with invoice approval and budget planning to identify opportunities to reduce IT expenses and consolidate redundancy across vendors.
• Responsible for drafting end user communications for technical notifications, system outages, and incident response plans.
• Provide onsite support as needed or requested to remote offices for technical issues and office events, in addition to proactive, recurring remote site visits.
• Consult with cross functional IT teams to ensure new technical and business solutions align with Horton’s existing technical environment.
• Collaborate with IT Leadership to develop a technology roadmap that aligns with the goals of the organization.
• Manage telephony needs across the organization.
• Responsible for Copier and Printer support and vendor management across multiple locations.
• Manage and maintain 3rd party cloud applications.

KNOWLEDGE, SKILLS, AND ABILITIES

• Bachelor's degree in Information Systems, IT Management, Telecommunication or Network Management; or in a relevant subject or equivalent professional qualification plus more than 5 years' experience in a hands-on technical infrastructure/operations role.
• Prior experience providing IT support and leading a team.
• Phenomenal customer service skills.
• Analytically minded and detail-oriented.
• Experience with developing and delivering training on systems, process, standards, and policy.
• Experience with managing multiple vendors and service providers across an integrated environment.
• Industry knowledge a plus.
• Experience working with a Managed Service Provider is preferred.
• Project management and the ability to work on projects that range in size, complexity, and duration.
• implementing and tracking service level and metrics reporting.
• developing and streamlining processes.
• to communicate effectively with all levels of the business.
• understanding of how networking, server, and cloud technology’s function.
• employee is responsible for adherence to the stated expectations of the E&O Plus Quality Management Program.

Technologies:

• Experience with Microsoft Power Platform preferred.
• Experience with Networking, Windows Server, Active Directory, Cloud Solutions, and Telephony
• Experience with ServiceNow a plus

WORKING CONDITIONS

Fast-paced, multi-tasking environment requiring tolerance for schedule change and disruption with potential for travel. Flexibility required for occasional after-hours and weekend availability to provide escalated support and meet project deadlines, while maintaining a healthy work-life balance.

JOB PERFORMANCE STANDARDS

The job description is intended to describe the essential responsibilities The Horton Group requires. Essential functions are outlined; other duties may be assigned as needs arise or as required to support the essential functions.

PHYSICAL REQUIREMENTS

Ability to:

Perform work on a computer for extended periods of time.

Sit/stand for extended periods of time in work area.

Grasp objects using your fingers (fine motor skills)

Communicate and speak in a clear, concise, and professional manner both in person and on the telephone.

Travel by air or ground transportation as required in performing job duties.

Be able to lift and carry objects that weigh a minimum of 50 pounds.

Nothing in this job description or in any other written documents or forms maintained by The Horton Group creates, or may be deemed to create, an employment contract between The Horton Group and any of its employees.

The Horton Group reserves the right to revise the contents of this job description, at any time, without prior notice to its employees.

This job description supersedes any previous oral or written job descriptions.