Manager, IT Operations and Support
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Job Description
NO THIRD PARTIES - NO LLC/INC/CTC
MUST BE LOCATED IN DFW AREA. MUST BE ABLE TO CONVERT WITHOUT SPONSORSHIP. GREEN CARD OR US CITIZEN AS NO SPONSORSHIP IS AVAILABLE.
A large enterprise company is hiring a Manager, IT Operations and Support, for a contract-to-hire opportunity in Irving, TX. Must be a local candidate to the DFW area who has experience working in a similar role within the retail industry and understands the store environment. Will work onsite Monday-Wednesday and remote on Thursday and Friday. Critical skills and experience include:
Experience in a call center type of environment
Has managed a 24/7 service desk
Strong customer service experience
High level technical skillset to troubleshoot
Has worked for a retailer and understands the store environment
Experience with service management ITIL background (incident mgmt, change mgmt, prob/resolution)
Service level metrics
People leadership skills
Responsibilities:
As the Manager, IT Operations and Support, you will support store technology, including new installs & deployments and digital systems. Will be responsible for smooth delivery of IT system installs with minimal impact to production. This position requires managing relationships with the business stakeholders, application development team, application support team, 3rd Party Vendors and Suppliers.
Execute Projects (Deliver Projects):
Monitors progress against plan and proactively communicates variances. Can identify subtle issues that could result in major risks.
Proactively manages the project delivery and approvals with little supervision, resolving action items, issues and risks.
Owns addressing issues related to scope, schedule, budget, or quality. Is responsible for documenting scope changes.
Plans and manages quality throughout the project and provides final signoff for deliverables.
Communicates and works with the construction team for the deployment of new stores, remodels and relocations.
Plans and coordinates store activities with internal and external vendors for installations, support and direction.
Collaborate with cross-functional teams including Engineering, Development, Security, and Business units to align operational needs with broader company goals.
Technical Support & Operations:
Manage offshore teams and SMEs to ensure consistent user/store support on high severity issues
Act as contact between the District Manager, Zone Vice Presidents, and Store Managers for handling user/store issues when appropriate.
Identify chronic trends in reported incidents and work to resolve; process improvements and work with vendors/offshore to enforce
Monitors External Vendor SLA and has ongoing discussions with Vendor for Vendor performance and escalations
Drive continuous improvement initiatives in the areas of IT automation, cloud adoption, and operational efficiencies.
Proactively identify technology trends and improvements that could positively impact operational performance and lead their implementation.
Evaluate and recommend new technologies, tools, or processes that can enhance operational efficiency while maintaining budgetary constraints
Leadership:
Ensures associates roles and capabilities are optimally aligned with the company s/department s strategic initiatives.
Gets results by acquiring the appropriate internal or external resources. Supports team members and empowers them so they can complete their activities in a timely manner and deliver quality results.
Provides leadership, coaching, development and training to associates
Vendor Management:
Assists vendors in developing documentation for step-by-step installation guides.
Assist in the review and adherence of SLA s by supplier with respect to Service Desk and call statistics
Manage vendors by coordinating quarterly updates.
Closely works with the store team to identify enhancements and modifications that are needed for supporting the store infrastructure.
GTN is the leader in technical staffing, leveraging innovation to drive next-generation recruiting to Fortune 2000 companies.
What We Do
We provide Scalable Technical Staffing solutions encompassing SOW, staff augmentation, and direct hire placement for Fortune 2000 companies, with niche service offerings in Cyber Security, Digital, Field Services, and Professional Services. Our recruiting teams are specialized, certified, and have endured rigorous technical boot camps and ongoing required educational courses and meetups.
What Proof We Have
We have experience in scalable IT Staffing since the year 2000. Our IT experts have helped Fortune 2000 corporations embrace the cybersecurity and digital space, with many of our experts remaining on contract with clients for 8+ years. Our staffing experts have been engaged to speak at cybersecurity conferences, and our teams are certified and specialize in divisions focused around cyber, digital, field, and professional services.
Why People Want It
Our values encompass Innovation, Integrity, Strategy, and Speed. Every member of our team is certified and specialized. We are committed to leveraging high-tech to deliver high-touch service.