Manager, IT Operations and Desktop Support

Overview

The Manager of Operations and Desktop Support leads an experienced technical team to oversee AAA Life’s computing infrastructure, including business systems, servers, networks, databases, security, and workstations. This role coordinates activities between teams to achieve business objectives, manages day-to-day operations, and ensures system availability, documented procedures, and effective management of the operational environment. Responsibilities include planning, organizing, and managing desktop technology and IT operations functions.

Responsibilities

Operational

• Identify and improve process deficiencies to meet SLAs, security, and operational goals.
• Oversee development and management of ITIL systems (ServiceNow).
• Measure team performance against SLAs and drive improvements.
• Manage major incidents, communications, root cause investigations, and on-call support.
• Maintain alerting processes monitored by the Operations Center.
• Supervise daily business processes and IT Operations team across shifts.

Desktop Support / Help Desk

• Manage Level 1-3 Service Desk and Desktop Support teams, ensuring timely resolution and documentation of issues.
• Oversee technical support for issues reported via Help Desk and provide second-level support for remote agents.

Managerial

• Interview, hire, train, and manage team performance.
• Set and track individual and team goals using objective metrics.
• Proactively resolve individual or team performance issues.
• Monitor work status and maintain records for licensing, support, and vendors.
• Demonstrate strong interpersonal and communication skills with a collaborative management style.

Technical

• Direct problem-solving for production-impacting issues and keep management informed.
• Maintain accurate technical documentation of company infrastructure.
• Stay current with IT marketplace developments and recommend new solutions.
• Oversee needs assessment, planning, solution implementation, and ongoing management of assigned technology.

Qualifications

• Bachelor’s in Information Technology or equivalent experience
• 7-10 years of IT experience, including at least 5 in management
• Direct management of technical IT teams
• Experience with advanced technical projects, data center operations, and help desk/desktop support
• Experience managing MECM or Intune, Windows and Mac Operating Systems, Anti-Virus and Anti-Malware Systems, DLP and Web Filtering Systems, and Office 365