Manager - IT Operations

The Manager - IT Operations Is responsible for the daily work efforts of the Desktop Engineering, Audio Visual, Telcom, and Major Incident, Problem and Change Management teams. This includes but is not limited to Service Delivery, Ticket Management, Customer Phone Support, , Major Incident, Ticket Escalation and SLA/KPI Enforcement and Management.  The respective candidate may also serve on the Change Management board as an approver for IT Services. Within this position, the resource will have responsibilities for management and oversight of the verticals and the resources supporting these IT areas.

This position is required to report to the Somerset, NJ office location as determined by SHI management.

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours. 

Include, but not limited to:

Audio Visual (AV)

• Project Management: Oversee AV project delivery, including installation and maintenance of AV equipment, and event management.
• Technical Support: Provide technical support for AV systems, ensuring proper operation, maintenance, and troubleshooting
• Client Interaction: Work with clients to create project proposals, manage expectations, and ensure quality service delivery
• Team Management: Manage AV service vendors and integrators, and provide training to users on AV technologies

Desktop Engineering

• System Management: Oversee the deployment, configuration, and maintenance of desktop systems and software.
• Technical Support: Provide support for desktop-related issues, ensuring minimal downtime and efficient problem resolution.
• Security: Implement and manage security protocols to protect desktop systems from threats.
• Upgrades and Patches: Ensure timely updates and patches are applied to all desktop systems.

Telecommunications (Telco)

• Network Management: Oversee the installation, maintenance, and optimization of telecommunication systems.
• Vendor Management: Manage relationships with telecom service providers to ensure reliable and cost-effective services.
• System Integration: Ensure seamless integration of telecom systems with other IT infrastructure.
• Compliance: Ensure all telecommunications systems comply with relevant regulations and standards.

IT Service Management (ITSM)

• Service Delivery: Ensure the delivery of high-quality IT services that meet business needs.
• Incident Management: Oversee the process for managing and resolving IT incidents to minimize impact on business operations.
• Problem Management: Oversee the managing of problem records from inception to closure, ensuring the necessary provisions and guardrails are put in place to mitigate future issues.
• Change Management: Manage changes to IT services and infrastructure to ensure minimal disruption.
• Performance Monitoring: Monitor and report on the performance of IT services, identifying areas for improvement.

• Bachelor’s degree or work experience equivalent.
• 10+ years’ experience working in a Tier 2 or 3 IT support environment.
• Deep understanding of ITIL foundation framework and ITSM best practices.

• ITIL v3 or v4 Foundations
• Must demonstrate IT Service Management disciplines in Change, Incident, Problem, Asset Management.
• Strong analytical and reporting background.
• Azure Cloud Computing
• Intune Autopilot Deployment experience
• Must be familiar with KPI’s /KRI’s reporting in an IT setting.
• Experience managing support teams foreign and domestic.
• Ability to manage a team of technicians with various degrees of technical backgrounds.
• Effective written and verbal communication skills.
• Excellent teamwork and relationship building skills and the ability to maintain good rapport with users.
• Ability to convey proposed solutions and complex information clearly, concisely, and accurately to stakeholders and non-technical users.
• Ability to quickly analyze problems, interpret operational needs, and resolve or escalate them promptly.
• Ability to prioritize and work on multiple projects and support tasks simultaneously.

Preferred:

• ITIL Foundations certification and training
• Azure 900
• MS-101 Microsoft Intune Certifications
• ServiceNow experience in Incident, Problem and Change Management.

• Off-hour responsibilities may include troubleshooting significant issues and executing changes to accommodate off-hours maintenance schedules.
• May be asked to travel to supported sites, including but not limited to PA, and Austin, TX.
• Must be a strategic leader, driving force for the teams you are responsible for managing

• The estimated annual pay range for this position is $100,000 - $150,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status