About the Role
Our client is seeking a Manager of IT Operations & Support to lead their IT Service Desk team, which includes front-line support technicians, deskside support, and associated roles. The ideal candidate will be a user-experience champion, ensuring timely and high-quality resolution of incidents and requests aligned with defined SLAs. This individual will also play a pivotal role in shaping the future of IT service delivery across the organization and its external clients, leveraging ITIL frameworks and a shift-left approach.

Key Responsibilities

• Lead and evolve ITSM practices such as Incident, Request, Problem, Change, Release, Asset, and CMDB management.

• Manage and drive the strategic roadmap of the ITSM platform (EasyVista) to ensure optimal performance and value.

• Ensure ITIL-aligned process design and adherence to governance, driving transformation and continual improvement initiatives.

• Foster a culture focused on end-user satisfaction, innovation, and efficiency across IT operations.

• Manage, mentor, and develop a high-performing support team with a focus on knowledge sharing and collaboration.

• Develop and manage KPIs to measure IT service success and alignment with business objectives.

• Be accountable for 24/7 support availability, including emergency on-call responsibilities.

• Drive self-service and knowledge management initiatives to empower users and reduce operational workload.

• Support and improve service delivery provided to external clients.

Qualifications & Experience

• Bachelor's degree in Computer Science, Engineering, Math, or a related discipline.

• Minimum 3 years of relevant experience in IT operations and service management leadership.

• ITIL V3 or V4 Foundation certification strongly preferred.

• Proven ability to lead ITSM transformation, with expertise in EasyVista or similar platforms.

• Experience in implementing shift-left strategies and workflow automation for service improvement.

• Strong communication, problem-solving, and analytical skills.

• Familiarity with network and telephony systems (WAN, LAN, VPN) and general IT infrastructure support.

• Working knowledge of Microsoft Office Suite and/or Google Workspace.

• Previous call center experience is considered a strong asset.

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.