IT Support Operations Manager

Job Summary

Leading the delivery of end user support services for a complex, multi-site healthcare organization, the full-time salaried IT Support Operations Manager will oversee service desk operations, desktop and field support, and IT asset management in a remote setting.

Key Responsibilities

• Own the day-to-day performance and operational maturity of IT support functions, including service desk and endpoint services
• Define, track, and report on service delivery metrics to ensure accountability and operational reality
• Develop and maintain executive-level reporting and operational dashboards for visibility into support performance

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field; equivalent experience will be considered
• ITIL Practitioner or Managing Professional certification preferred; PMP is a plus
• Minimum of seven years of progressive experience in IT support or IT operations with direct leadership responsibility
• Demonstrated experience leading service desk and end user support functions in a multi-site organization
• Strong command of service delivery metrics and ITIL-based service management disciplines