IT Operations Manager

Position Overview

As a key member of the IT Operations team, the IT Operations Manager will initially oversee the IT build-out of the Direct Travel Contact Center in Mumbai and escalate issues as needed. Once up and running the role will become responsible for all aspects of support for end users and their technology, whether in the office or working remotely, as well as select North American after-hours users. Examples include PCs and peripherals, Windows 11, MacOS, Microsoft 365 applications, Ring Central, various travel management booking applications and SaaS applications.

The IT Operations Manager will also manage local IT staff workload and performance and will be responsible for the ensuring a superior end user experience relative to technology, including but not limited to network connectivity, shared resources such as printers and conference room technology, PCs, phones and other peripherals. The role will work closely with other members of the IT team in the US and Canada, including Security, Infrastructure and Development teams to ensure enterprise standards and processes are being followed, and will report to the Sr. Director of IT Operations in the US.

Responsibilities

• Analyze support KPIs to ensure expected service levels are being maintained
• Set performance goals and provide timely feedback to team members to ensure optimal employee performance and engagement
• Monitor support tickets from start to close
• Must be able to work flexible shifts to support the local users and interface with US based management and peers
• Assist other support team members in the US and CA as required [CD1] [MB2]
• Support other operations, infrastructure and security/compliance projects as required
• Escalate all IT issues to management in a timely manner
• Demonstrate professionalism and patience while working with end users and management
• Document operational procedures and processes as required
• Evaluate and respond to situations that may occur causing major issues
• Provide support for Active Directory services, Intune, and Microsoft 365 applications

Qualifications

• Minimum of 7 years of Help Desk[CD1] support required
• Minimum of 4 years of supervisory experience required
• (6 years of IT Service Desk management experience)
• Associates degree in IT or equivalent certifications
• Heavily focused experience with Microsoft 365 products including Windows 11, Microsoft 365 applications, SharePoint Online, and Teams.
• Excellent working knowledge of end user technology including PCs, peripherals, printers, mobile devices, etc.
• Strong knowledge with multi-factor authentication, email content filtering, and endpoint security controls.
• A good understanding of network concepts to be able to troubleshoot network connectivity issues.
• Ability to clearly communicate technical concepts and details to individuals at all levels of the organization in both simple and complex depending on the audience.
• Ability to multitask & prioritize workload
• Proven experience creating end user technical documentation using Word and Visio
• Must have a continuous improvement mindset
• Must be highly motivated, able to work with minimal supervision, and adapt to changes as needed
• Must possess a high level of attention to detail
• Must possess critical thinking and learning skills
• Must possess excellent written and verbal English

Preferred Qualifications

• Work in the Travel Management industry is a plus
• Travel agency applications experience a plus (Sabre / Smart Point)
• Ability to serve as the subject matter representative for the entire 0365 suite of services
• Solid troubleshooting capabilities
• Experience working in a global team environment
• Intermediate to advanced knowledge with Entra ID (Azure AD)
• Basic to intermediate PowerShell scripting skills
• This is not an exhaustive list of responsibilities, skills, duties, requirements, or efforts associated with the position

Interested candidates can share their resume on [email removed]