Manager, Service Support & Operations

COMPENSATION

$90,000 - $110,000 (Based on Professional Experience)

POSITION LOCATION

This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required. 

POSITION PURPOSE

The Manager, Service Support & Operations leads MDT’s Service Support Center (Tier I) and Service Operations teams, providing day-to-day leadership and operational oversight across core IT Service Management (ITSM) disciplines. This role oversees 24×7 client coverage (internal and external), ensuring timely response, resolution, and communication for incidents and requests, while proactively monitoring services and driving continuous improvement through metrics and governance. The manager is accountable for Incident, Problem, Request, Knowledge, Service Level, Release & Deployment, and Monitoring/Observability IT Service management practices, and coordinates infrastructure patching and release activities with MDT and client stakeholders. This position is the operational engine behind MDT’s strategic drivers, stabilizing operations, improving customer experience, and elevating service reliability and quality.

DUTIES & RESPONSIBILITIES      

• Structure and lead day-to-day operations for two functions at MDT: Service Support Center (Tier I) and Service Operations (24x7 Operations Support).
• Develop hiring plans, coach staff, conduct 1 on 1s with staff
• Plan and coordinate 24x7 coverage to support operational schedules, on-call rotations, and patching coordination with the release calendar.
• Manage team capacity, workload to meet SLA times and MDT Service Level Objectives.
• Build a service-centric culture focusing on humanizing IT experience and support.
• Develop and support a Major Incident Response plan to designate Major Incident Managers, to coordinate collaborative calls, and coordinate incident response.
• Enforce triage and escalation playbooks to resolve incidents quickly and restore service.
• Maintain on-call readiness and after-hours leadership coverage for escalation paths.
• Run postmortem calls, and lessons learned conversations to document outage root cause.
• Identify and track post-incident solutions and track corrective actions and remedies to avoid repeat issues in the enterprise.
• Identify focus areas to reduce incident frequency and work with Tier II stakeholders to eliminate issues and identify operational changes to increase system availability.
• Conduct monthly incident review calls to identify root cause issues, seek problem management strategies to identify outage causes and reduce MTTR/MTTA for incidents. =
• Define SLAs for team adherence to meeting service objectives for MDT.
• Update IT Service Management operational policies, and workflows to keep processes current and auditable.
• Practice and preach good knowledge Management hygiene practices to keep Knowledgebase up to date and relevant for internal use.
• Ensure proper ticket categorization, SLA levels, proper use of notes (internal and external notes) in Zendesk to ensure proper routing and communication.
• Implement and operate a Knowledge-Center Service/Support program to create, maintain, and reuse knowledge in the Service desk.
• Run continuous improvement discussions (Operational Plan Review, Trend Analysis, Problem/Incident Management Post-Mortems) to develop team responses and keep information current.
• Work with technical/analytics teams to create dashboards and tune monitoring alerts to track meaningful, and actionable responses.
• Orchestrate incident/major incident