IT Operations Manager

• Lead and manage the IT Service Desk and EUC teams, in close partnership with US Leadership, to ensuring effective performance and professional growth, and alignment across regions
• Foster a positive team environment that and encourages collaboration and innovation across global teams
• Conduct regular performance evaluations, provide constructive feedback, and identify training and development needs in coordination with US Leadership
• Supervise the daily operations of the IT Service Desk, ensuring prompt and accurate resolution of incidents and service requests
• Monitor service desk performance metrics, ensuring adherence to SLAs and KPIs
• Develop and maintain a comprehensive knowledge base to support efficient issue resolution
• Oversee the provisioning, configuration, and maintenance of end user devices, including desktops, laptops, tablets, and smartphones
• Implement and enforce policies for device management, ensuring compliance with security and operational standards
• Manage software deployment, updates, and licensing for end user devices
• Maintain asset management
• Identify and implement process improvements to enhance the efficiency and effectiveness of IT support services
• Develop and enforce ITIL-based best practices for incident, problem, and change management
• Conduct regular quality assurance checks and audits to ensure service excellence
• Collaborate with other IT teams and business units to understand and address their IT support needs
• Communicate effectively with stakeholders, providing regular updates on service desk performance and key initiatives
• Serve as an escalation point for complex issues and ensure timely resolution
• Ensure efficient utilization of resources, including staff, technology, and tools

• Bachelor’s degree in information technology, Computer Science, or a related field
• Minimum 10+ years of experience in IT operations
• Proven experience managing IT service desk, end user computing functions and asset management
• Hands-on experience with ITIL or other IT service management frameworks
• Strong leadership and team management skills
• Excellent problem-solving and decision-making abilities
• Effective communication and interpersonal skills
• Proficiency in IT service management tools and end user computing technologies
• Knowledge of industry best practices and trends in IT support and EUC
• Ability to manage multiple priorities and work under pressure
• Strategic thinking and continuous improvement mindset
• Technical expertise in relevant IT areas (e.g., operating systems, mobile device management, remote support tools)

Relevant certifications (ITIL, CompTIA A+, Microsoft Certified Professional, etc.) are advantageous

• Hybrid work flexibility
• Comprehensive healthcare benefits
• Financial wellness programs
• Cultural celebrations