We are seeking a Manager of IT Operations. This is a full time, on-site, permanent hire position in Raleigh, NC with our client. In this role as Manager of IT Operations you will oversee Tier 1 and Tier 2 support activities for corporate devices/end points and Tier 2 for all retail store support. You should have deep IT support experience, strong leadership capabilities, and a proven ability to manage IT operations in a retail context.
Responsibilities for Manager of IT Operations:
- Lead and mentor the IT support team, providing guidance and performance reviews for direct reports
- Oversee daily IT operations enabling the reliability and availability of IT systems and infrastructure
- Work closely with the Director of Retail Technology on enhancing processes, defining success metrics, and managing project deliverables
- Serve as the highest technical escalation point for IT Operations (Store and Corporate support) and assist both help desk and service desk
- Work with other departments to understand and meet their IT needs effectively
- Manage IT projects including hardware upgrades, installations, and migrations
- Monitor IT support metrics and processes using ServiceNow to identify improvement areas and implement changes to improve our services
- Ensure adherence to IT security policies to protect sensitive data and systems
- Offer technical support for hardware, software, and network issues
- Stay current with industry trends and technologies to promote innovation and efficiency
- Develop and manage the IT support budget, ensuring resource use is cost-effective
- Review technical support metrics for improvement opportunities including staff coaching, root cause analysis, and Tier 1 education
- Overseeing and encouraging the team's ongoing training including Individual development plans that align with their job functions and career aspirations.
- Work with external partners to acquire, image, deploy, and ship pc's/iPad’s/phones to any of our locations in partnership with various corporate departments while maintaining an accurate inventory of our assets
Required skills as Manager of IT Operations:
- 10+years of IT support experience, with 5 years in a managerial role
- 5+ years leading technology support in a retail environment
- Strong knowledge of IT systems, infrastructure, and support processes
- Leadership skills, including team building, coaching, skill development, and coordination
- Excellent communication skills and the ability to operate at a fast pace
- Ability to build and maintain vendor relationships and stakeholder relations for both store and corporate leadership
- Ability to organize asset information for use by non-IT business units such as Finance and HR
- Experience organizing tickets and knowledgebase information into reports and knowledge management systems
- Strong problem-solving and analytical skills
- Relevant certifications (e.g., ITIL, Network+, Server+, or PCIP) are advantageous
- Bachelor’s degree in information technology, Computer Science, or a related field
- Travel Up to 20%