IT Operations Manager - Remote

Posted 8 weeks ago

DevOps / Sysadmin

Full Time

Worldwide

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.

Included Health

Included Health is a pioneering healthcare company dedicated to delivering integrated virtual care and navigation services. With a mission to elevate the standard of healthcare for everyone, Included Health aims to eliminate barriers and provide high-quality care to individuals in every community, regardless of their health journey or the type of care required—ranging from acute to chronic, behavioral to physical. The company offers its members comprehensive care guidance, advocacy, and access to personalized virtual and in-person services for everyday and urgent care, primary care, behavioral health, and specialty care. Included Health is committed to fostering an inclusive workplace and ensuring equitable opportunities for all employees.

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