Manager of IT Support Operations- US Citizens or GC Holders
Company: Stone Search
Location: Foxboro
Posted on: April 11, 2021
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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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