Manager of IT Operations
Connolly, Inc - Wilton, CT

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Manager of IT Operations

The Manager of IT Operations will oversee the areas of Help Desk, User Experience, Customer Service, and Desktop Support. This individual will play a key strategic role in our organization's growth and will own responsibility for all applications and infrastructure Level 1 support, all SLA's (applications, networking, customer support), and all customer service and field support. The successful candidate will be a leader with a bias-to-action as well as a strategic thinker. Responsibilities will include driving the organization to develop and improve its processes in an ITIL based framework.

Additional Responsibilities:

•Provide direction and leadership to IT Operations staff, including hiring, development, training, and developing metrics
•Effectively implement/improve processes in an ITIL based framework to improve the Operations of the Helpdesk, support and all of IT Operations
•Effectively implement and manage appropriate IT Governance processes that result in effective controls and a high degree of IT business alignment
•Oversee the management of a global company
•Develop and institute ITIL processes for incident management, problem management, change and asset management
•Develop end-user communication and end-user training programs
•Technical support for corporate executives
•Manage on-site and remote employees
•Participate in corporate development of methods, techniques, and evaluation criteria for projects, programs and people
•Direct the activities of one or more IT functional areas through managers with overall responsibility for the direction of those areas
•Maintain current knowledge of industry trends, developments, and best practices - recommends more efficient methods of operations
Job Requirements:
•Bachelor's degree in Computer Science, or equivalent experience
•Minimally ITIL Foundations certification; prefer expertise in ITIL Framework and solid knowledge of industry practices and IT processes and understanding of ITIL-based processes surrounding incident, problem and change management
•Minimum of 8 years of progressive experience in IT operations roles
•Demonstrated experience in defining key metrics for a help desk and desk-side support operation and the proven results of improvement
•Process focused with experience managing positive change outside direct reporting relationships
•Strong communications skills, particularly of complex ideas, in a clear and concise manner to both technical and non-technical individuals at all levels in the organization
•Extensive knowledge and experience in the use and leveraging of helpdesk tools, and process mapping/documentation tools
•Experience managing teams of technical employees, onshore and offshore teams and contractors
•Understanding of the strategic direction of the organization; think and communicate in a strategic way about the relationship between technology and the business needs
•Plan and work independently, assess situations, make decisions, and own the responsibility for those decisions
•Ability/willingness to travel domestically and internationally up to 10%

Additional Preferred Experience

•Demonstrated history of planning and implementing operational process improvements through ITIL based processes and metrics generation


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Connolly's most important resource is experienced, committed, and creative employees. The open and inclusive team-oriented culture...