IT Operations Manager - Remote

Overview

Included Health is looking for an experienced IT Operations Manager to lead our IT Support team, own ITSM processes, and deliver exceptional service, within a multi-tiered support model.

In Short

• Lead Tier 2 IT Support team and ensure effective technical support.
• Manage Tier 2 support processes and ticketing tool (JIRA Service Desk).
• Oversee in-office support and executive support.
• Be the primary contact for Tier 1 Managed Service Provider (MSP).
• Negotiate contracts and manage vendor performance.
• Facilitate communication between Tier 2 and Tier 3 teams.
• Manage escalations from leadership and prioritize based on impact.
• Define and track key performance indicators (KPIs) for ITSM processes.
• Identify opportunities for process improvement and automation.
• Stay current with the latest technologies and trends.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum of 3 years of experience in IT operations management.
• Proven experience managing IT teams and vendor management.
• Experience supporting MacOS, Google Workspace, and Okta.
• Experience with IT service management (ITSM) frameworks, such as ITIL.
• Knowledge of IT security best practices and compliance requirements.

Benefits

• Opportunity to lead a dynamic IT support team.
• Engagement with cutting-edge technologies.
• Professional development opportunities.
• Collaborative work environment.
• Flexible work arrangements.