IT Operations Manager

About the Role

Our business is growing, and we need an experienced and client-driven IT Operations Manager to join our dynamic IT team with a proven history of managing and keeping modern IT services for our corporate users and Operational sites. We need you to aid with our 24x7 business-as-usual IT services to our colleagues across the world, and our operational sites through the effective use of strategic, managed service providers and our in-house global team.

You will be able to show ability in modern IT SaaS technologies, end-user computer environments, TCP/IP, enterprise networking, and service and vendor management against defined service-level agreements. You will aid with our core IT service processes (e.g., Incident, Problem, Change, Asset management, etc.). You will have a background in SaaS solutions, collaboration tools, service provider/outsourcing models, ITSM frameworks, and vendor management.

Main Responsibilities

· / Dealing with business-as-usual IT Operations’ requirements and inquiries within the global organization. Supporting all with day-to-day IT needs within our End User Compute environment and business-critical operational infrastructure & networks in our Data Center facilities

· / Supporting and keeping the modern IT systems landscape, including Microsoft Azure AD and Google Workspace for collaboration and internal IT tools such as Fresh Service, Jira, Confluence, Azure IaaS, and Microsoft RDS

· / Responsible for supporting Dell/Apple-based EUC environment. Ensuring devices are secure, kept up to date, and functional within office locations and anywhere are working in the world.

· / Efficient lifecycle management for all, EUC technology assets

· / Working with the IT Operations Director to ensure region-specific IT needs are understood and standardized where possible. Helping create, and mature Global IT processes.

· / Provide a regular local presence in our expansive operational facilities in North Virginia

· / Support our construction team and strategic partners to deliver Network and AV solutions to US-based facilities

· / Partner with the DevSecOps team in supporting internally developed applications and ensuring that Operational perspective and affecting bugs are recognized and prioritized.

· / Supporting and managing IT Operations processes such as Global Incidents, Problems, Changes, and assets. Etc. Ensuring that these are followed by all managed service providers and internal teams.

· / Working with multiple managed service providers to deliver an outstanding IT support service aligned to internal SLAs. Including managing vendor relationships, performance to contract, and issue resolution, especially in-region.

· / Support the onboarding and offboarding of users from IT systems. Including provisioning/reclaiming of proper hardware and software licenses.

· / Support the procurement of IT hardware and software as needed. Maintain relationships with key strategic suppliers of equipment and software licenses.

· / Helping with reporting and maturing IT Operations KPIs for IT Leadership and the wider Executive Leadership Team

· / Partner with the wider IT team to find and implement opportunities for continuous improvement, and automation of tasks

· / Support the monthly and quarterly planning cycles and co-lead IT team daily stand-ups

Qualifications and experience

· / 5 - 10 years of relevant work experience in an IT Operations / Service Architecture / IT Service Management

· / Experience working in an evolving/hyper-growth environment where change is constant, and the organization is maturing around you

· / Experience in balancing reactive response activities with initiative-taking / strategic initiatives

· / Detailed knowledge of IT Service Management frameworks e.g., ITIL

· / High-level experience in configuring and keeping the following – M365, Azure AD, Intune, Microsoft Office, JAMF, Fresh Service, TCP/IP, Windows (software and devices), iPhones, Cisco AV

· / Experience in supporting and keeping on-premises enterprise infrastructure including VMware, Cisco enterprise networking, Palo Alto firewalls, and Cisco Meraki wireless controllers/authentication

· / Experience working in a global organization with key vendors, customers, and stakeholders based in the region

· / Strong verbal and written communication skills

· / Ability to deliver technical advice, guidance, and information to end users and stakeholders, adjusting the message to suit the audience

· / Undertake any other duties as and when necessary to meet the varying demands of the business and satisfy the needs of the role

Job Type: Full-time

Pay: Up to $115,000.00 per year

Schedule:

• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• IT Operations: 5 years (Required)
• Service Architecture: 5 years (Required)
• IT Service Management: 5 years (Required)
• evolving/hyper-growth environment: 5 years (Preferred)
• IT Service Management frameworks: 5 years (Required)
• ITIL: 5 years (Required)
• M365: 4 years (Required)
• Azure AD: 5 years (Required)
• Intune: 5 years (Required)
• JAMF: 5 years (Required)
• TCP/IP: 5 years (Required)

Ability to Commute:

• Aldie, VA (Preferred)

Work Location: In person