IT Customer Operations Manager 1

The IT Customer Ops. Manager 1 is responsible for various responsibilities within the IT Customer Ops. team. The IT Customer Ops Manager is responsible for daily customer operations and the long-term strategic vision of their assigned teams throughout the technical phases and disciplines of the organization

The primary function of the IT Customer Ops. Manager role includes organizing, streamlining, and overseeing the IT process throughout the various new hire onboarding, Offboarding, Procurement, & Asset Management life cycles to ensure a positive user experience.

a)Responsible for implementing written plans, policies & procedures.

b) Ensuring effective system documentation is maintained to support the delivery of technology required to deliver a positive onboarding and Offboarding user experience.This includes analysis of business and user needs, documenting requirements, and revising existing system logic difficulties as necessary to support & engage in process improvement opportunities.

c) Manage internal processes & procedures and ensure they are being performed to documented standards.

d) Work with the management team to support business system requirements for the program.

Coordinate periodic daily and weekly reviews of business systems to ensure information is received timely, make recommendations, and escalate issues accordingly.

Work directly with finance, asset administrator(s), and Asset Manager to maintain 100 percent inventory accuracy and assist with remediation efforts.

Assist and lead administration of the asset management system.

Assist in implementing and managing recycling (eWaste) policies and procedures.

Assist with implementing procedures for tracking IT assets from requisition through retirement to oversee quality control throughout their lifecycles. Track each asset through its life cycle to maintain warranty information, refresh date, and end-of-life data information through monthly reporting.

Implement and utilize the appropriate tools and methodologies for IT asset inventory and procurement by users.

Manage ad-hoc projects, including leasehold activity and other initiatives to ensure quality and consistency are delivered. This includes partnering with other IT teams, Line of Business contacts, or office location leaders to define project scope, goals, budget, schedule, resources, and deliverables to support business goals and take appropriate steps to ensure project objectives are met in a timely and efficient manner.

Provide effective leadership with managing staffing level planning; interviewing, selecting, orienting, and training; communicating performance expectations; providing feedback on performance through performance management processes, recognition, coaching, performance improvement plans, and/or discipline including termination; creating career growth opportunities and employee development plans.

EDUCATION

• Bachelors degree in information technology, Procurement, Accounting, Finance or related business concentration or equivalent experience.

TECHNICAL SKILLS

• Good understanding of Information Technology environment
• Excellent Microsoft Office/Excel skills (e.g., Pivot tables, vlookups, formulas, etc.)
• Experience working in ServiceNow
• Experience with application user account provisioning process and procedures

EXPERIENCE

• 10-12 years relevant experience in customer service or IT support management
• 4-6 years relevant experience managing projects
• Excellent leadership and mentorship skills

PREFERRED REQUIREMENTS

• Advanced Microsoft Office skills
• Proven track record of successfully onboarding customers
• Experience working with project life cycle and project management methodologies
• This position is immersed in highly complex customer interactions every day, so strong customer service and organizational skills are very important. High degree of professionalism
• Strong troubleshooting skills on desktops, laptops, printers, multifunction devices (MFD), and tablets.
• SPECIAL REQUIREMENTS SPECIFIC TO JOB
• Effective organization, time management skills, and a strong understanding of deadlines and deliverables.
• Ability to manage multiple tasks and strong attention to detail.
• Ability to handle multiple tasks simultaneously
• Strong analytical skills and demonstrated problem solving skills
• Ability to work independently and as part of a team
• Demonstrated excellent interpersonal and communication skills
• Good understanding of business processes across most areas of business
• CompTIA A+ or equivalent HDI certification preferred.
• ITIL Foundation v4 certification preferred