ITS Operations Manager

Contract

Intratek

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ITS Operations Manager

 

Intratek Computer, Inc., an Irvine, California based company, was founded and incorporated in 1989 as a computer service, support, and networking firm to provide state-of-the-art customized information technology solutions for Federal, State and County agencies, as well as leading private commercial accounts. We have comprehensive experience providing IT support services, including hardware and software support, maintenance and repair, programming, professional staffing, networking, web design and development, and helpdesk implementation and management.

 

Intratek Computer, Inc. is looking for a full-time ITS Operations Manager to support us in Dallas Fort Worth, TX.

 

We offer great benefits and everyone has a stake in our success. Where else can you get medical insurance with no out of pocket cost? Here, with us!!

  • Pay Rate DOE, W2 per hour
  • Paid medical benefits
  • Paid vacation
  • Paid holidays
  • PTO
  • 401K

 

Duties and Requirements:

  • Directly manage the day to day activities of (Major Incident, Incident, Problem, Change Management, Service Request and Knowledge Management).
  • Well versed in ITIL methodologies and instrumental in developing refined process models for delivery. Suggest process improvement areas based on ITIL methodology and make recommendations to improve customer satisfaction.
  • Lead efforts to advance the maturity of change management, major incident and problem management.
  • Lead events escalated as potential major incidents and or problems.
  • Provide ownership and responsibility for end-to-end management of all priority 1incidents
  • Defines, designs, and implements processes and procedures based on industry best practices related to Major (Crisis), Incident, Problem, Service Request, Knowledge and Change Management
  • Develops future service management strategies and needs, identifying staff, tools and support requirements as necessary to ensure that operational and support processes are working as expected.
  • Serve as point of escalation for major service disruptions to critical services and infrastructure. This role required active involvement during Major Incidents.
  • Manages to resolution all major incidents as well as all problem, service request and change management functions, reviews resolution outcomes for continuous improvement and process adherence.
  • Support and assist in incident resolution, Problem Management, Root Cause and Corrective Action (RCCA) analysis.
  • Drive the efficiency and effectiveness of the incident management process.
  • Evaluates key metrics, KPI’s and SLA’s, performs analysis and provides reporting to leadership to drive consistency and repeatability of best practices; provides reporting and data concerning key performance indicators (KPIs) and trends to leadership.
  • Design and deliver effective key management reports and project updates and progress reports for management. Understand the drivers of key metrics and proactively manage performance.
  • Results driven leader able to effectively drive organizational change
  • Participate in root cause analysis meetings, gathering lessons learned and managing and implement continuous improvement process.

 

Experience:

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

  • ITSM Remedy Force
  • Excellent customer service.
  • ITIL Certification
  • Excellent written and oral communication.
  • Excellent client relationship skills.
  • Knowledge of the capabilities, limitations, and general characteristics of personal computers.
  • Knowledge of Desktop Operating Systems
  • Ability to communicate clearly and effectively, and to maintain harmonious internal and external working relationships.
  • Ability to be on call.

 

Education and Certifications:

DESIRABLE:

College degree in Computer Information Systems, Management or Information Technology.

Project Management

 

MINIMUM REQUIREMENTS:

  • Completion of high school curriculum or equivalent.
  • Completion of formal education in Computer related field
  • Four (4) years of experience in ITS Operation management
  • Any equivalent combination of education and/or experience may be substituted for the above.
  • Possession of a valid class C driver’s license.

 

Additional Notes:

Hybrid work environment, 3 days on site two days remote support, may vary and subject to change.

 

Benefits:

Paid Medical, dental, vision, insurance

Paid vacations, sick, and holidays (after probation period)

401K

 

Equal Opportunity Employer:

Intratek Computer Inc. is an equal opportunity employer. “All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.”

Veterans Preference:

Special preference will be given returning war veterans when hiring new employees in an attempt to recognize their service, sacrifice, and skills.

 

 

 

 

 

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Tagged as: ITS Operations Manager