IT Operations Manager: Experienced

Job Description

About the Position

We are seeking a leader to manage our rapidly growing regional IT Operations group of 25 employees, based in New York City. We expect to have 40-50 team members by the end of 2022, and this role will be responsible for helping us achieve that new scale.

Members of the IT department work with others in the broader Technology business area to monitor and maintain a mixed Windows and Linux environment spread across a physical and virtual computing landscape over three continents. Within IT, Operations Engineers, Desktop Support Engineers, and Moves Adds Changes (MAC) Technicians work together to ensure that we can meet our core business goals, supporting continuous trading around the world.

IT Operations is responsible for end-user setup, asset management, inventory, desktop technology relocation, IT equipment deployment, and support for infrastructure expansion projects. Engineers develop automated tooling to improve efficiency and accuracy. Our Support team monitors a vast array of systems and troubleshoots back-end and end-user problems in real-time.

The ideal candidate for this leadership role is detail oriented, a self-starter, and comfortable in a fast-paced environment with competing priorities. They would have experience directing a team of managers and individual contributors, setting priorities and assessing needs. Their day-to-day responsibilities would include resolving escalations and helping managers to oversee large-scale upgrades and deployments. They would be comfortable writing and communicating policies and playbooks. They would also be excited to work with the wider global team to ensure a close relationship is built and maintained between all regions. Among other daily responsibilities, they would be a part of further developing the user experience with new tools, in coordination with engineers, business partners, and the operations team.

While the company is largely working from home due to the Covid-19 pandemic, we expect this to be a hybrid Work-From-Home / Work-From-Office role. In the future, we expect it to be mostly Work-From-Office (working from our NYC office), with periodic travel to other offices (in Europe and Asia) for meetings with the global IT team.

About You

• Service minded attitude; an eagerness to help users accomplish their goals and to help the business take advantage of opportunities
• Experience managing multiple sub-teams and managers (e.g. team of 20+ technicians, engineers, and managers)
• 3+ years in a similar role
• Solid foundation in information technology and networking principles, programming, or system administration
• Ability to define, analyze and act on KPIs and SLAs as appropriate
• Comfort with maintaining relationships with key stakeholders across the business
• Confidence with managing day-to-day critical operational support functions while ensuring success of large ongoing projects impacting 1000+ end-users
• Mature judgment in aiding a team to receive escalations from end-users and automated alerts from back-end systems and resolve or triage appropriately
• Clear, concise, and empathetic verbal communication skills
• Excellent written communication skills, including documentation of procedural playbooks, employee policies, knowledge base articles for both users and engineers
• Agile perspective, with the ability to zoom in on minute detail and zoom out to strategic direction at will
• Experience/comfort managing personnel
• Comfort working in a global environment across multiple time zones (though this is primarily a New York City based role, we have offices in Asia, Europe, and elsewhere in the US, so occasional meetings outside of usual business hours will be necessary)
• Educational degree or other training in management sciences a plus but not required
• Fluency in English required