IT Service Operations Manager - 15356

IT Service Operations Manager - 15356

Location: Plano, TX

Work Schedule: Hybrid, Monday – Thursday in office, Friday WFH

Assignment Length: 12 months

Top 3 Must haves:

• Strong product knowledge with working with IT help desk service, mobile carriers business lines and IPT solutions.
• The ability to interact professionally with a diverse group of engineers, managers, vendors and subject matter experts both internally and externally.
• Strong problem solving and analytical skills, communication skills, organizational and documentation skills.

Our client is looking for an IT Service Operations Manager to join their growing and fast-paced team. This position will lead workplace business mobile service, and tier 1 IT help service teams focused on employee mobility services, collaboration services, and workplace IT technologies support.

The Manager will be responsible for the oversight in planning, design, and implementation of material IT service functions including tier 1 IT service, Knox manager, workplace business mobile phone device and service, workplace asset management, telephony infrastructure, and all associated labor under those functions.

This position will manage IT service vendors, mobile carriers' services, expenses, and the operation of mobile business services, and IT help desk service. This position will also work in conjunction with infrastructure, and other IT service vendors as well as business services teams on the transition of new services, functionality, capabilities and drive new services and improve existing offerings. This role requires strong technical leadership ability.

Responsibilities:

Lead PC & Mobile Support in workplace:

• Managing 20 technicians and IT service vendors for different workplaces in USA
• Conducting for the supporting 7,000 users with IT help desk, AD, exchange, u-ready, SVPN, BMA, etc. in the workplace
• Escalation points of support, security admin, application operation, project lead/support, VIP support
• Manage the vendor which supports such as workplace PC, Mac, mobile, share drive, email, password reset, and other systems.
• Conduct special systems migration projects, corporate active directory migration, and project base upgrade services such as windows OS upgrade
• Manage printer service operation (MPS), deployment, and related service in workplace
• Direct vendor partners to ensure that standards are used as part of their recommendation aligning with our client’s technology standards.
• Manage overall operations and provide directional guidelines for all support locations.

Manage Workplace IPT Solution’s vendor:

• Daily oversight and management of all telecommunication technology vendor partners providing service in the workplace.
• Leading work with our client’s preferred Mobile technology provider and facilities partner to manage all Mobile service projects and day-to-day service in the workplace.
• Directing mobile vendor partners to ensure that standards are used as part of their recommendation aligning with our client’s mobile technology standards.
• Daily interaction with multiple vendor partners to ensure that technology solutions do not go offline and cause a disruption to the business (e.g. company issue cell, desk phones, FMC, Polycom, non- restricted corporate line, etc.).
• Analyzes weekly and monthly volume reports on usage to make recommendations for changes in plans, employee offerings or price structures.
• Manages process for mobility kit and mobile device upgrade; partners with SDSA to manage all request for new, loaner or repair devices or carrier changes
• Oversees request for mobile phone carrier changes across the portfolio

Skills:

• Ability to manage multiple projects simultaneously.
• Strong problem solving and analytical skills, communication skills, organizational and documentation skills.
• Effectively deliver presentations across a diverse audience which will include non-technical people.
• The ability to interact professionally with a diverse group of engineers, managers, vendors and subject matter experts both internally and externally.
• Possess and develop servant leadership skills including proactive employee, co-worker and customer working relationships with all appropriate levels within the company. The ability to provide clarification and understanding to influence others in acceptance and approval of ideas and plans.
• Effectively deliver presentations across a diverse audience which will include non-technical people.

Education/Experience:

• Bachelor’s degree in computer science, information systems, business administration, project management and more than 4 years of related field experience.
• Strong product knowledge with working with IT-help desk service, mobile carriers business lines and IPT solutions.