IT Operations Manager (100% remote working position)

April 24

Sterlington

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Outstanding legal talent with a business-first approach to law.

CORPORATE / M&A / VC • BANKRUPTCY / RESTRUCTURING • INVESTMENT MANAGEMENT / REGULATORY / COMPLIANCE • FINANCE / STRUCTURED PRODUCTS • LITIGATION / LITIGATION FINANCE

51 - 200

Description

• Facilitates and oversees internal support operations, ensuring effective and helpful support is provided to end users. • Oversees and facilitates the installation, integration, and maintenance of cloud solutions, hardware, and software. • Develop and execute ITSM strategies, policies, and procedures to optimize service delivery and meet organizational goals, ensuring alignment with industry best practices and process to enhance operational efficiency and maximize Return on Investment. • Maintains knowledge of trends and developments within information technology, alerting senior staff of the effects widespread software and hardware revisions, changes, and discontinuation will have on the organization’s operations. • Lead a cultural shift to drive innovation, adoption of best practices and methodologies, driving productivity, and fostering streamlined collaborations and knowledge sharing across the organization. • Performs other duties as assigned. • Oversee the end-to-end delivery of managed IT services, ensuring adherence to SLAs and client expectations. • Roll up your sleeves and actively contribute to technical solutions. Whether it’s troubleshooting and resolving technical and non-technical concerns, optimizing software configurations, identifying hardware related root causes or coding scripts for bulk actions, you’ll be hands-on. • Stay abreast of industry trends, emerging technologies, and best practices including AI technologies like Microsoft Copilot. • Proactively address service disruptions, escalations, and incident resolution to maintain high levels of client satisfaction. • Manage and prioritize support requests, issues, and escalations • Ensure all operational activities adhere to industry regulations, compliance standards, and cybersecurity best practices • Analyze and report on support performance, metrics, and feedback

Requirements

• Fluency in English to articulate problems/resolutions (flexibility to support EST and Indian timezones) • Office 365 (administration/setup) • Virtual Desktops (familiarity to technology capabilities) • CRM Solutions (management customization of) • Automation creation experience (Power Automate and or PowerShell) • Microsoft Copilot (how to positively impact organization) • Query language experience (Excel formulas, logic conditions) • Project management, process improvement, and deep problem-solving skills • Ability to work independently and as part of a team • Knowledge of support tools, systems, and platforms • Managing multiple priorities for different stakeholders/groups in a rapidly shifting environment • Responding to and resolving issues, escalations, service requests etc, under strict SLA’s • Ability to effectively communicate technical information, issues, and solutions to senior business stakeholders in an easily understood format. • A troubleshooting and solution oriented mindset • Curiosity to explore and learn new technologies and provide examples of recent technical “exploring.” • A wide breadth of understanding of technology including software and hardware. • Proficient with / able to quickly learn the software and applications used in the organization and the industry. • Experience scaling and optimizing current technical capabilities in alignment with business objectives and the organizational transformation strategy • Strong project management skills and the ability to lead cross-functional teams • Gets energized by fast-paced environments and capable of leading multiple projects - can identify primary and secondary objectives, prioritize time, and communicate timelines to team members.

Benefits

• N/A