Manager, IT Operations

---

Job description

We are looking for a talented Manager, IT Operations who Assist and Manages in day-to-day coordination and management of business operational activities.

What You'll Be Doing:

Department/ People Leadership

• Monitor, control and manage business operations to meet customer care and external client's expectations and company goals.
• Liaise between customer care, application support and Infrastructure team management to ensure smooth operations delivery.
• Leads escalation coordination between Product support, IT infrastructure and Software delivery teams.
• Ensure compliance with company standards and procedures.
• Build and maintain strong customer relationship through regular meetings and communications.
• Evaluate current operational performance and provide strategic plan for improvements.
• Provide direction and guidance to internal teams to achieve performance targets.
• Identify problems in operations process and resolve them in quickly and timely manner.
• Follow standard operating procedures for efficient business operations.
• Maintain clear and accurate operations documents/procedures for reference purposes.
• Manage the creation of all end user communications involving outage, change or other situations.
• Develop metrics and data analytics to help illustrate our service and operational effectiveness.
• Manage the Network operations center team.
• Coordinate scheduling of team resources.
• Ensure that all created change tickets are properly vetted, and dependencies are called out before the CAB review.
• Leads the Change management meetings.
• Leads the Postmortem meetings.
• Conduct research on emerging products, services, protocols, and standards.
• Oversee development and dissemination of knowledge base article/FAQs.

People Leadership

• Interpret and communicate organizational purpose, critical measures, strategies and progress as it relates to the department and individual employee goals and success.
• Provide open and transparent communication with employees and departments across the organization.
• Provide broad based recognition by recognizing positive behaviors, achievements, and results exhibited by team members.
• Review and communicate performance standards and expectations of team members.
• Actively role model behaviors necessary to achieve goals.
• Provide timely, ongoing and consistent direction, performance coaching and honest feedback.
• Invite and accept feedback and provide upward feedback.
• Responsible for own continual individual self-development and improvement

Cross Functional Leadership

• Forecasts future skill and competency needs to develop and acquire an outstanding IT Services workforce.
• Acts as a trusted advisor and builds and maintains relationships with other leaders and business executives to develop a clear understanding of business needs.
• Develops and oversees a formal governance mechanism (ticketing system, metrics, etc.).
• 
  

ITSM/ITIL Ticket System Management

• Drive implementation of Cu directs new ITIL ticketing system.
• Ensure processes, flows, reports, etc. are designed appropriately and driving results.
• Ensure Asset Module within the ticketing system is implemented as specified.
• Ensure Change Management Module is designed and implemented to follow best practices.
• Liaise with other departments throughout CU direct.

Other Duties 15%

• Assist in preparing budget estimates associated with Service operations.
• Support activities related to workload assignment, including maintenance of resource allocation estimates, project status, estimated and actual effort, target dates, and associated documentation.
• Provide clients and staff with technical assistance for supported applications.
• Manage vendor relationships

The Ideal Candidate:

Education:

• Bachelor's Degree in computer science or information technology, or equivalent IT work experience

Experience:

• 6+ years' experience in IT support functions.
• 3 years' experience leading an IT Service organization (build, deploy, support client technology) preferred.
• Hands-on experience managing problem management systems.
• Experience designing, documenting, and implementing IT support procedures.
• Experience with remote support tools.
• Able to participate in a 24x7 on-call rotation.

Specialized Skills:

• Problem Solving/Troubleshooting
• Willingness to learn new technologies and know when to apply them
• Can work effectively within a team environment and resolve conflict
• Strong communication skills, including the ability to communicate effectively with non-technical users
• Comfortable working in fast paced/rapidly evolving environment
• Knowledge of web-based software application environments
• Familiarity with ITIL and working with ticketing systems
• Provide documentation of all processes and training as needed
• Translate technical specifications into clear non-technical requirements

About CU Direct

CU Direct helps credit unions, dealers and affinity groups succeed.

Since 1994, CU Direct has been the leading advocate for credit unions. We are credit union owned, credit union focused, and CUSO driven. Through exceptional products and services, we create exponential value for credit unions. Our broad range of innovative, industry leading lending solutions and technology help them achieve their lending goals and to be more successful.

If you've got the skills, we'd love to talk to you!

CU Direct is an equal opportunity employer. All recruitment, hiring, training, compensation, benefits, discipline, and other terms and conditions of employment will be based upon an individuals' qualifications regardless of race, religion, color, sex, gender identity, sexual orientation, national origin, ancestry, military service, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other category protected by federal, state or local law.