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IT Operations Manager - Enterprise Tools & Systems

Chesapeake, VA, US • Posted 2 days ago • Updated 9 hours ago

Full Time

On-site

Fitment

Dice Job Match Score™

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Job Details

Skills

Regulatory Compliance
Continuous Improvement
Business Operations
Collaboration
Active Directory
Service Delivery
Escalation Management
Root Cause Analysis
Disaster Recovery
Business Continuity Planning
Technical Support
Documentation
Mentorship
Accountability
Application Support
Information Technology
MSP
Managed Services
Offshoring
Performance Management
SLA
Optimization
Communication
Customer Service
Microsoft Azure
Microsoft Office
System Administration
Identity Management
ITIL
Access Control
Provisioning
Mobile Device Management
Master Data Management
Authentication
Multi-factor Authentication
ServiceNow
JIRA
Management
Cloud Computing
SaaS
Recruiting
Training
ADA
IT Operations

Summary

Family Dollar is seeking an experienced IT Operations Manager to provide end-to-end operational and technical oversight, as well as BPO Management. The successful candidate will be responsible for stability, performance compliance and continuous improvement of enterprise systems and software applications supporting critical business operations.

Principal Duties & Responsibilities:

Manage and perform oversight of our selected BPO partner that will perform the administration, maintenance and support for enterprise systems, email and collaboration tools (i.e. Active Directory, Microsoft 365, Okta, etc.).
Drive governance and performance management of global BPO and managed services partners, including service delivery standards, escalation management, and continuous service optimization
Provide day to day support of IT tools and corporate systems.
Identify recurring issues/problems and provide recommendations to eliminate or reduce tends.
Facilitate management and resolution of complex incidents/problems engaging other IT Teams and vendors as needed.
Perform root cause analysis follow-up, as required - Ability to facilitate discussions and thoroughly document RCA details and make recommendations on improvement.
Participate in Disaster Recovery and IT Business Continuity processes and policies.
Ensure creation and maintenance of technical and end-user support documentation.
Ensure assigned internal and BPO team meets technical and business SLA's.
Ability to mentor and lead associates to become a highly effective IT team.
Mentor, develop, and lead associates to build a high-performing, accountable, and engaged application support organization.

Required Qualifications

Bachelor's degree in business, Information Technology, related degree or equivalent experience
6+ years of IT Operations experience (support, maintenance, and administration).
3+ years managing a team (excellent management skills).
3+ years' proven experience managing offshore MSP/BPO partners - including performance management, SLA oversight and service optimization.
Proven experience governing and managing large-scale managed services partners and BPO providers. (both onshore and offshore), including performance management, SLA oversight and service optimization.
Excellent communication and customer service skills.
Administration and security experience for Microsoft 365/Azure services
Understanding of tools used by Enterprise and Access Control: Microsoft 365 products, email discovery and security, mobile device management, user provisioning and de-provisioning

Desired Qualifications

Expert level knowledge of the Microsoft Office 365 suite.
Enterprise systems administration principles, including identity and access management, privilege management, and secure configuration.
ITIL Certification.
Experience managing and supporting Access Control and User Provisioning tools, MDM tools such as Workspace ONE, Authentication tools and MFA, email filtering... etc.
Experience utilizing ServiceNow and JIRA.
Experience managing and supporting Cloud and SaaS products.

Family Dollar is an equal opportunity employer and committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We are committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities.

Full time

510 Volvo Parkway,Chesapeake,Virginia 23320

IT Operations

Family Dollar

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: RTX106a8a
Position Id: fda3d71e2dbf2b1e170cb5ac49fd2958
Posted 2 days ago

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