Supply Chain IT Operations

Introduction:

The Supply Chain IT Operations role is responsible for leading and managing the IT support team, overseeing daily IT operations, and ensuring timely resolution of technical issues to maintain high levels of customer satisfaction. This position plays a key role in coordinating with Managed Service Providers, collecting operational metrics, and developing standard operating procedures to support continuous improvement.

Responsibilities:

• Lead and manage the IT support team, providing guidance, mentorship, and performance evaluations.
• Oversee daily IT operations including incident management, service requests, and escalations.
• Lead L2/L3 incident responsiveness, ensuring timely and effective resolution of complex technical issues.
• Coordinate with Managed Service Providers (MSPs) to ensure consistent and high-quality service delivery.
• Collect and publish operational metrics to support performance tracking and continuous improvement.
• Manage business communications related to IT operations, including incident updates and service notifications.
• Develop and maintain standard operating procedures (SOPs) and documentation for support processes.
• Monitor system performance and proactively identify areas for improvement.
• Collaborate with infrastructure, application, and cybersecurity teams to support business continuity.
• Manage vendor relationships and coordinate third-party support when necessary.
• Participate in IT projects and initiatives, providing operational insights and support planning.
• Ensure compliance with IT policies, standards, and regulatory requirements.

Requirements:

Required Skills: Business Communications, Business Continuity Planning, Collaboration, Continuous Improvement, Customer Satisfaction, Cyber Security, Data Link Layer, Documentation, IT Operations, Incident Management, Mentorship, Management, Network Layer, Regulatory Compliance, Service Delivery, Technical Support, Standard Operating Procedure, Supply Chain Management, Vendor Relationships