What are the responsibilities and job description for the Sr. Manager IT Operations position at The Intersect Group?
ROLE SUMMARY:
Lead the delivery, performance, and modernization of IT operations, including the Help Desk, end-user computing, endpoint lifecycle, service delivery processes, and employee technology experience. This role will establish a scalable Tier 1 IT Call Center and drive the use of AI, automation, self-service, and knowledge management to improve support outcomes.
The Senior Manager will serve as a key operational leader for the IT organization, partnering with infrastructure, security, enterprise applications, and business teams to improve service quality and eliminate recurring issues.
KEY RESPONSIBILITIES:
- Lead day-to-day IT operations, service delivery, end-user support, and end-user computing.
- Own the performance and maturity of Help Desk and Service Desk operations across incident management, service requests, escalations, knowledge management, and problem management.
- Design and operationalize a centralized Tier 1 IT Call Center with defined staffing models, escalation paths, procedures, training, and performance expectations.
- Establish measurable service standards, including response times, resolution times, service-level attainment, ticket aging, escalation rates, and customer satisfaction.
- Drive AI-assisted workflows, automation, self-service, knowledge management, and technician enablement across IT support operations.
- Lead endpoint standards, device deployment, software distribution, lifecycle management, inventory, configuration, and security coordination.
- Provide leadership during major incidents and escalations, coordinating technical teams and ensuring clear business communication and corrective actions.
- Lead, coach, and develop IT Operations, Help Desk, and end-user computing personnel while managing vendors and using operational metrics to drive continuous improvement.
KEY REQUIREMENTS:
- Significant experience leading enterprise IT operations, Help Desk, Service Desk, desktop support, or end-user computing teams.
- Demonstrated experience managing technical teams and frontline support personnel.
- Strong knowledge of IT service-management principles and operational processes.
- Experience with enterprise endpoint management and software deployment.
- Strong understanding of Microsoft enterprise technologies, including Azure.
- Experience managing technology vendors and support partners.
- Strong incident-management and escalation-management skills.
- Demonstrated ability to establish processes, standards, documentation, and measurable performance expectations.
- Excellent written and verbal communication skills across technical, business, executive, and external audiences.
Apply if you have the leadership experience, cloud expertise, and operational discipline to modernize enterprise IT support. This role offers the opportunity to build scalable service delivery models and improve the technology experience across the organization.