Senior Manager, Technology Operations

Our Story:
Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we’ve helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and Security of everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning.

The Role:

The Senior Manager, Technology Operations will lead our Service Desk team in supporting a dynamic corporate environment with onsite and remote employees. This role is integral to ensuring seamless operations of Technology Services, delivering outstanding support services, and aligning the team’s efforts with the CPI’s strategic goals. The ideal candidate will demonstrate adaptability, a growth mindset, and the ability to hold the team accountable while driving continuous improvement and innovation.

What You Get To Do Everyday:

• Leadership and Team Management:
  • Lead, mentor, and develop the Service Desk team, fostering a high-performing, accountable, and customer-focused culture.
  • Manage team dynamics, including performance evaluations, professional development, and resource planning.
  • Cultivate adaptability and scalability within the team to meet evolving business needs.
  • Provide coaching and feedback to the Service Desk team to drive structure with clear pathways for delighting our customers through successful moments-of-truth experiences.
• Service Desk Operations:
  • Oversee the day-to-day operation of the Service Desk, ensuring the timely and effective resolution of incidents and service requests.
  • Communicate and manage change management and root cause analysis (RCA) facilitation.
  • Be an on-the-floor leader, jumping to action and helping elevate the team. 
  • Leverage ServiceNow to monitor and manage tickets, maintain service level agreements (SLAs), and generate actionable reports.
  • Establish and enforce robust processes and best practices to ensure consistent, high-quality service delivery.
     
• Strategic Alignment and Problem-Solving:
  • Collaborate with business units to align Technology Services support services with organizational goals and strategic priorities.
  • Identify trends, recurring issues, or potential problem areas by analyzing ticket data and feedback.
  • Drive process improvements and innovative solutions to enhance team efficiency and improve the end-user experience. 
  • Identify opportunities to move work left through streamlining, automation, self-service, or other avenues to drive efficiencies and work with the team or autonomously to execute.
     
• Customer-Centric Approach:
  • Ensure a superior end-user experience by fostering strong communication and understanding of user needs.
  • Act as an escalation point for critical or complex issues, ensuring prompt resolution and maintaining stakeholder trust.
  • Build relationships with key business stakeholders to anticipate and respond proactively to IT support needs.
     
• Continuous Improvement and Innovation:
  • Stay current on industry trends, tools, and best practices to keep the Service Desk cutting-edge.
  • Optimize the use of ServiceNow and other tools to support scalability and future growth.
  • Advocate for a growth mindset, encouraging innovation and learning within the team.
  • Create and ensure accurate knowledge base articles and self-service approach.
     
•  Vendor Management:
  • Partner and manage relationships with service providers.
  • Manage CPI’s audio-visual (A/V) systems and digital signage displays.
  • Own, build, or maintain relationships with Service Desk and Technology vendors.
  • Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with CPI policies and procedures.
  • Perform other position-related duties as assigned.

You Need to Have:

• Bachelor’s degree in information technology, computer science, or a related field or equivalent work experience
• Seven years or more of work experience in a leadership role within a Service Desk or Technology Services supp