Sr. Manager, IT Operations & Support Services - Remote

Overview

The Sr. Manager, IT Operations & Support Services is responsible for ensuring the effective delivery of IT services to internal and external clients. This position manages the Service Desk, NOC/SOC and Healthcare Medical Devices Support teams providing technology services. This role will drive the transformation of MyEyeDr.’s support services by integrating Artificial Intelligence and enhancing observability tools to boost the effectiveness of the onshore and offshore support teams. Additionally, the role emphasizes identifying automation opportunities to ensure consistent delivery.

In Short

• Lead the Service Desk and Healthcare medical devices Support teams.
• Ensure delivery of IT services meets agreed-upon standards.
• Handle 300+ daily support requests.
• Monitor service desk performance metrics for customer satisfaction.
• Utilize system analytics for resource optimization.
• Participate in Change and Release Management.
• Provide leadership and guidance to team members.
• Maintain relationships with internal teams and vendors.
• Lead procurement of clinical equipment and budget tracking.
• Coordinate communications during major incidents.

Requirements

• 8+ Years leading service desk and support teams.
• Experience in a multi-location retail environment.
• Healthcare and medical devices experience preferred.
• Servant leadership and customer-first mindset.
• Strong hands-on execution across various technologies.
• Ability to communicate effectively to diverse audiences.
• Exceptional attention to detail.
• Experience with HIPAA/HITECH, PCI DSS, US Data and Privacy Regulations.
• Ability to work in a dynamic and fast-paced environment.

Benefits

• Career Development and Training Opportunities.
• Comprehensive benefits package including medical and dental coverage.
• Vision coverage and associate discounts.
• 401(k) with competitive company match.
• PTO and paid holidays from day one.