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The IT Support Operations Manager in this contract role is responsible for managing daily operations for four IT functions: service desk, desktop engineering, IT asset management, and technical writing. Manages, leads, and provides direction to the IT support team. Ensures staff are adequately trained and motivated to provide high-quality support services.

**Hybrid work schedule: 2 days remote and 3 days in the office in Columbus, Ohio.

MINIMUM EDUCATION & EXPERIENCE REQUIRED:

• Requires a bachelor’s degree in information technology or a related field and seven (7) years of IT support operations experience.

LICENSES & CERTIFICATIONS:

• ITIL certification desired.

KNOWLEDGE, SKILLS & ABILITIES:

• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough understanding of the strategic vision for IT support operations and the ability to set the long-term direction of the team.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• An ability to think critically about systems and to adjust consistently as needed.
• The ability to manage time effectively while setting the tone of the team through modeling and leadership.

ESSENTIAL JOB FUNCTIONS:

• Serve as a key stakeholder and subject matter expert for client’s service management transformation.
• Monitor and manage the resolution of service requests and incidents, ensuring work items are logged, prioritized, and resolved in a timely manner while minimizing downtime.
• Monitor response times, resolution times, and overall service quality to ensure adherence to service level agreements (SLAs).
• Oversee design, implementation, and optimization of the organization’s desktop systems, including hardware, software, and configurations.
• Oversee planning and management of the deployment of desktop systems, including operating systems, applications, and patches.
• Oversee management of the entire lifecycle of IT assets from procurement to disposal, including upgrades, replacements, and retirement.
• Oversee maintenance of an accurate and up-to-date inventory of all IT assets.
• Oversee the development, deployment, and maintenance of IT policies, procedures, and work instructions
• Act as a point of escalation for customers or internal stakeholders. Maintain open lines of communication and ensure customers are satisfied with support services.
• Oversee relationships with third-party vendors and service providers. Negotiate pricing, track vendor performance, and ensure services meet organizational needs.
• Coordinate acquisition, deployment, and allocation of IT assets to ensure availability and compliance with organizational needs.
• Drive ongoing improvements to IT support services, whether through technology upgrades, process optimization, or team training. Stay informed about industry trends to ensure best practices are applied.

OTHER JOB FUNCTIONS:

• May be required to be available through a mobile device via voice and/or data during and outside of normal working hours, at the manager’s discretion, and must respond within a reasonable timeframe.
• Performs other duties as assigned; and
• Regular, predictable, and punctual attendance is required.