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Manager of IT Support Operations- US Citizens or GC Holders

Company: Stone Search
Location: Foxboro
Posted on: April 11, 2021

Job Description:

Manager of IT Support Operations- US Citizens or GC holders Foxboro, MA SUMMARY: The Manager of Support Operations will be responsible for managing the operations of our end user based community while identifying opportunities to gain efficiencies, cost savings and better business outcomes. DUTIES AND RESPONSIBILITIES Lead and manage the IT team including; selection, mentoring, training, feedback and performance evaluations, assigning and monitoring work quantity and quality, manage schedules for appropriate coverage of a 24 X7 operation.Focus on exemplary customer service to internal and external constituents.Management of service delivery and monitoring compliance to SLA standards within the ServiceDesk and/or ServiceNow environments, with a focus on maintaining inventory of hardware and software, monitoring compliance and remediation of vulnerabilities.Manage day-to-day scheduling and work of support and remediation teamsMachine setup - checklists/standardsRemediation of defined vulnerabilities, and security related incidentsCreating and updating system builds and distribution methods Monitor and analyze daily, weekly, monthly, and YTD reports and stats to report on progress, trends and develop business solutions.Review and follow defined best practices, policies and procedures.Meet regularly with management and production staff to identify issues and concerns. Identify opportunities and present possible solutions for improved efficiencies with a comprehensive plan and pricing.Communicate key performance indicators and opportunities with all levels of the organization. Foster a culture of positive continuous improvement.Create detailed documentation indicating system standards, necessities, operations and protocols. Manage and support implementations, projects and on-going business and operational processes related to technology. Estimate the resources and participants needed to achieve project goalsSet and continually manage project expectations with team members and other stakeholders.Develop and deliver progress reports, proposals, requirements documentation, and presentations Special projects and assignments as business dictates SUPERVISORY RESPONSIBILITIES Help Desk, Security and Remediation Staff and functions3rd party staff as needed SKILLS AND QUALIFICATIONS Results and detailed oriented critical thinkerAccountable self-starter with exceptional interpersonal and communication skillsMinimum 3 to 5 years of experience in process solutions or analytics.Strong business and systems analysis skills, test planning and testing skills, troubleshooting skills and experienceEffectively manage multiple prioritiesOutstanding demonstrated performance in preceding career pathBachelor Degree in Business or similar discipline with strong computer skills. PHYSICAL DEMANDS Sitting for extended periods of timeDexterity of hands and fingers to operate a computer keyboard, mouse, and other computing equipmentThe employee frequently is required to talk or hearThe employee is occasionally required to reach with hands and armsSpecific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focusReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. WORK ENVIRONMENT The noise level in the work environment is usually moderateFast paced office environmentOn-call availability CERTIFICATES, LICENSES, REGISTRATIONS Microsoft Certified Solutions Expert (MCSE)

Keywords: Stone Search, Boston , Manager of IT Support Operations- US Citizens or GC Holders, IT / Software / Systems , Foxboro, Massachusetts

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