Senior Operations Manager

What Success Looks Like In This Role

• Manages supervisors and teams across the whole organization.
• Contributes to the development and implementation of Service Desk policies, procedures and workflows.
• Monitors Service Desk performance metrics, including response time, resolution time and client satisfaction.
• Identifies areas for improvement and drives solution implementation to enhance service delivery.
• Ensures adherence to ITIL / related best practices.
• Serves as the focal point for resolving significant and complex issues escalated from lower levels and/or from clients and clients.
• Monitors and presents Service Desk Support metrics, including performance indicators, trends and costs, to management.
• Ensures compliance with security policies and regulations.
• Contributes to development and maintenance of incident response plans and procedures.

You will be successful in t...