Manager, IT Operations

Under the direction of the Senior Manager, IT Operations, the Manager, IT Operations brings technology to the forefront of enterprise users by providing solutions that enable team members to perform daily activities in an efficient and cost effective manner. This role is the service management subject matter expert, leading and enhancing the service through continuous improvement activities. In addition, this position is responsible for overseeing the day-to-day operations of level 1 and 2 technology support functions for the enterprise.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.    Manages technical resources to meet business demands and drive efficiencies within the department by creating and fine-tuning processes and procedures.
2.    Maintains and improves service quality, measuring customer satisfaction, and working with the customer to produce realistic service improvement programs.
3.    Develops, maintains, and applies standards ensuring all end-user services are addressed in a timely manner and user needs are met through adherence to agreed-upon service-level agreements (SLAs).
4.    Responsible for onboarding/offboarding, asset management leveraging a centralized database, and leading the training program for all team members.  
5.    Manages team activities to ensure customer requirements are fulfilled by identifying opportunities that focus on customer service performance.  
6.    Provides recurring leadership-level reporting in order to manage against key performance indicators.  
7.    Manages relationships with vendors, consultants, and professional associations to stay up to date with existing and evolving industry standards and technologies.
8.    Manages password and identity management systems to comply with all regulatory requirements while enabling a mobile workforce.
9.    Implements continuous process improvement initiatives to develop strategies that lead to the resolution of client calls in a more efficient and effective manner.
10.    Performs other duties as assigned to support the efficient operation of the department.

SUPERVISORY RESPONSIBILITIES

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor’s degree in Computer Science or a related field required.   

• Master’s degree in Computer Science or a related field highly preferred. 

• Minimum six (6) years of experience within Information Technology (IT), with an emphasis on managing and maintaining client computer hardware, software, and related equipment, required.   

• Minimum three (3) years of related management experience required.. 

• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Must have advanced knowledge of IT service management practices and principles, including Information Technology Infrastructure Library (ITIL), Control Objectives for Information and Related Technology (COBIT), and IT Service Management (ITSM). 

• Must possess project management skills with a solid understanding of project management methodologies to effectively manage/oversee small, medium, and large-scale technology projects as it relates to supporting end-user services.  Must also possess the ability to coach and motivate staff, identify training and development needs, and manage performance. 

• Verifiable record of outstanding success at similar organizations where innovation, collaboration, customer service, and the guest experience are paramount. 

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• Professional certifications such as ITIL Foundation, A+, Network+, Security+, and Microsoft Certified Professional (MCP)/Microsoft Certified Systems Administrator (MCSA) are preferred. 

• Authorized Driver: Role requires operation or driving of Tribe-owned vehicles or driving patron vehicles. A valid driver’s license with an acceptable driving record as determined by the insuran