Manager, IT Operations

About the position The Manager, IT Operations is responsible for overseeing all aspects of BITCO's Service Desk, Mainframe Administration, and Production Control policies and processes. This is a key role combining hands-on technical activities with leadership responsibilities, managing a team of service technicians, vendors/partner relationships, mainframe administrators, and department wide policies and processes utilizing metrics in each respective area. Responsibilities • Directs and supervises the work of Computer Operator Mainframe Support, Service Technicians, and vendors/partners specific to these areas, including the quality, quantity and timeliness of work to meet departmental and organizational goals and objectives • Manages the day-to-day work assignments of these teams, completion/updating of tickets, work distribution/balancing, and implements QA processes to ensure customer satisfaction • Focuses on the reporting of efficiency and effectiveness of Service Desk operations • Oversees the ticketing system to ensure issues are triaged, assigned, and resolved in a timely and accurate manner across the department • Serves as the point-of-escalation for aging, complex, high-priority, or recurring technical issues that cannot be resolved by the front-line team members • Prepare reports and maintain detailed metrics across the organization to ensure we are responsive to the business and IT Leadership has visibility to reported issues in their areas • Establishes and maintains service desk policy and processes such as incident management, problem management, change management, and production control management based on ITIL framework • Defines, tracks, and analyses key performance indicators/metrics such as first call resolution rate, aging, MTTR, SLA adherence, ticket volume by category, escalation rate, trend analysis, and customer satisfaction (CSAT) score including reports to demonstrate performance and identify trends across all of IT. • Facilitate quarterly service desk reviews with HO functional leaders and virtually with Regional Office leaders to understand needs of their teams • Ensure the Service desk maintains a comprehensive and up-to-date knowledge base, troubleshooting guides, procedures, and solutions to common issues • Analyze trends in tickets to identify recurring issues and recommending long term improvements to IT portfolio serving the business • Collaborate across the company to ensure smooth IT onboarding and offboarding processes for employees within the organization; this includes ensuring auditable processes are complete, appropriate accounts and permissions are provisioned, workstations setup, and initial training complete, ensuring exiting employee processes are efficiently completed, user accounts deactivated, and collection of all company owned IT assets • Directly manage a team of computer operators, to include shift management, nightly job processing, production application monitoring, and initial response to mainframe production issues • Implement an effective production monitoring environment and issue escalation processes through runbook documentation • Communicate and coordinate across organization to implement an effective and auditable change management and production control/major problem review (MPR) process governing all production issues • Plan, communicate, and coordinate routine maintenance activities, such as system IPLS, software patching, hardware upgrades, etc. • Supervise the execution and monitoring of production batch jobs insuring scheduled jobs run on-time, and utilize automation tools where possible. This includes all production issue responses and restart procedures to minimize business impact. • Serve as a BITCO IT Management liaison with a number of vendors/partners we use across the Service Desk and Mainframe administration to ensure system availability and accessibility. Perform quarterly business reviews to ensure SLAs are contractually fulfilled. • Manage, partner, and work to ensure our IT environments, processes, and policies meet all regulatory and internal compliance standards (SOX, PCI, GITC, SDLC). Serve as a point-of-contact during internal and external audits. • Manage the consistent review, updating, and testing of our disaster recovery plan across IT to ensure the organization can quickly recover from a number of business impacting events • Maintain up-to-date documentation of all operational procedures, system configurations, and incident resolution protocols • Take an active role in BITCO’s modernization journey to ensure the integrity, inventory, documentation, and management of our mainframe applications, reports, jobs, and data as it relates to migration and decommissioning. • Consistently and constantly demonstrate experience, without management oversight, in project management, executive communication, management by metrics, customer service, and personnel management • As a management representative, consistently acts in the best interest of BITCO and provides leadership and communication to actively promote BITCO's mission, values, and culture. • Performs other duties as assigned Requirements • Bachelor’s degree in computer science, related field, or equivalent experience required • At least 10+years’ experience in IT operations required, prior experience leading technical team members • Minimum 5+ years' experience managing IT employees across multiple disciplines • Proficient and experience with the following: • Company IT and HR policies. • Various IT security-related regulatory requirements • IT security logging and monitoring strategies. • Deployment and use of sophisticated IT security monitoring tools. • Ability to identify risks, risk mitigation opportunities, and resistance, welcome constructive conflict, and build solutions • Excellent communication, interpersonal, and presentation skills; ability to work effectively with all levels of the organization • Proven ability to appropriately handle sensitive data and maintain confidentiality Apply tot his job