Manager, IT Operations
Thirty Madison
- New York City, NY
- $100,800-138,600 per year
- Permanent
- Full-time
- The base pay range for this position is $100,800 - $138,600.**
- Competitive Salary + Annual Incentive Plan + Stock Option Package
- Robust and affordable Health, Dental, and Vision plan options
- 401k with a match, commuter benefits, and FSA
- Annual $750 vacation stipend and $500 happiness stipend
- Flexible time off policy
- Career growth opportunities
- As a hands-on IT Operations Manager, you will be a coach and player with the opportunity to lead, develop, and manage the IT Operations team in handling end user support and operational efficiency efforts. Fostering a culture of quality service delivery and continuous improvement.
- Completing 1:1s, performance evaluations, advocating for raises and promotions, and coaching the team members to meet their career goals.
- Track team success metrics, analyze help desk performance data to identify trends, issues, and opportunities for growth and improvement of workforce productivity.
- Oversee service request and IT incident response processes, ensuring timely response and resolution times, and customer satisfaction.
- Collaborate with managers across our Pharmacy locations, and Thirty Madison business units to proactively identify needs and areas of partnership.
- Evolve IT processes, policies, and procedures
- Work with the team to develop a technical knowledge base with documentation and runbooks to lay the foundations for developing a self service support culture.
- Work closely with the Director of IT to maintain a strong collaborative culture on your team and at Thirty Madison that embodies our mission of delivering modern, high quality, and accessible health care services.
- Be a part of the IT recruiting process from outreach, interviewing, coaching technicians new to interviewing and onboarding new hires.
- You are a positive, inspiring, and supportive leader; a nurturer of talent
- A passion for building an inclusive team culture where engineers of a diverse set of backgrounds can grow.
- You have a customer service oriented mindset
- You have proven experience leading IT Service Management (ITSM) and IT Operations, and a demonstrated strong technical background
- Experience establishing team success metrics, tracking, reporting, and utilizing ITSM (i.e. Freshworks, Zendesk, etc.) tools
- Desire to support operational excellence, strengthen workforce productivity, and achieve a high level of customer satisfaction
- You have experience managing stakeholders and pushing back on items that are not high priority.
- Excellent communication and interpersonal, with the ability to effectively simplify technical concepts.