Manager, IT, Global Operations Center
4 weeks ago
About this opportunity
The Global Operations Center is a support organization that provides tier 1 technical support to Align employees, resolving issues related to our products and services, and ensuring a positive user experience. As an IT Manager, you will be responsible for overseeing the daily operations of the India GOC Team, managing the performance and development of your team members, handling escalations, diving continuous service improvement, and ensuring alignment with the Digital Workplace Experience (DWE) vision and strategy. In this role, you will… Manage a team of IT support specialists, providing guidance, coaching, feedback, and recognition. Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) for the GOC Ensure compliance with IT policies, procedures, and best practices. Escalate complex or unresolved issues to the appropriate teams or vendors. Collaborate with other DWE teams and stakeholders to identify and implement process improvements and service enhancements. In this role, you’ll need … Must Have Bachelor's degree or equivalent work experience in Computer Science, Information Systems, or related field is preferred. 6 years of experience leading Enterprise level IT Service Desk and/or Customer Support teams Excellent communication, interpersonal, and customer service skills Experience with ITIL framework and ITSM tools and principles. Ability to work effectively in a multicultural and diverse environment. Desired Strong technical knowledge of Windows, Mac OS, Office 365, VPN, Active Directory, and other common IT tools and applications Understanding and experience with the ServiceNow platform to include reporting and analytical dashboard development. Industry certifications (ITIL, HDI)-
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