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Mgr, IT Operations

Date: Aug 5, 2022

Location: JACKSONVILLE, FL, US, 32218-2261

Company: Grainger Businesses

The Manager, IT Operations is responsible for the design, integration, implementation, management and supporting voice services portfolio, endpoint devices and collaboration tools. As manager of IT Operations, you will oversee and direct the day-to-day activities ensuring that systems, services, and infrastructure work reliably and securely.

 

You will lead a team that supports and implements voice, endpoint, and collaboration services, respond to events, and monitor system stability and performance.

 

You will provide guidance and leadership to a team of administrators that directly support end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.

 

Primary Function:

 

The Mgr, IT Operations provides guidance and leadership to a team of Administrators that directly support end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.

 

Principal Duties & Responsibilities: 

 

    • Actively building, training, and mentoring a group of technical administrators to support multi-tiered environments for 24 hours by 365 Days a year support
    • Delegate and build team member learning
    • Manage vendor led teams
    • Ensure comprehensive monitoring, alerting, and reporting of the various infrastructure environments with an eye on improving the landscapes with new methodologies and engagements
    • Lead/Facilitate incident problem resolution including critical events
    • Identification of operational bottlenecks, performance and security issues, gaps in the core processes and leading teams to provide support services
    • Anticipate trends in the environment as well as improvements in the infrastructure services.
    • Articulating plans and action items to peers and leaders across the organization related to the defined portfolio and maintenance cycles

 

Preferred Education & Experience: 

 

  • College or technical education preferred or equivalent related experience
  • 5-10 years management experience in the following areas:
    • Developing and managing technical teams ranging in size from 10 to 30 individuals
    • Workload prioritization experience
    • Managing large projects or programs
  • 3 – 5 years’ experience in a technical role as a team leader or engineer.
  • Confirmed understanding of standard business processes including Change Management, Problem Management, Work Prioritization, Quality Assurance and Continuous Improvement best practices etc.
  • Strong client relationship management skills.
  • Proven ability to multi-task between technology and teams
  • Build team member individual development
  • Very strong analytical and problem-solving skills
  • Strong verbal and written communication skills
  • Strong interpersonal and conflict management skills

 

“Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability, or protected veteran status.”