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Position Overview
As a key member of the IT Operations team, the IT Operations Manager oversees and manages the day-to-day operations of the end-user IT infrastructure and support functions. This role leads a team of IT professionals responsible for all aspects of support for end users and their technology, whether in the office or working remotely. Examples include PC’s and peripherals, Windows 11, MacOS, Microsoft 365 applications, various travel management booking applications, SaaS applications, office network connectivity, and shared resources such as printers and conference room technology.

The role will work closely with other members of the global IT team, including security, infrastructure and development teams, to ensure enterprise standards and processes are followed, and will report to the Sr. Director of IT Operations.

Responsibilities

• Lead the IT help desk and support teams to ensure high-quality service delivery.
• Champion ITIL best practices in pursuit of continuous improvement
• Ensure up time, availability, and performance of all IT systems and services.
• Develop and maintain Standard Operating Procedures (SOP’s) for all service desk processes.
• Monitor and enforce service-level agreements (SLAs) for support services.
• Analyze support KPI’s to ensure expected service levels are being maintained
• Monitor incident, problem, and change management processes to minimize and eliminate disruptions.
• Coordinate end user audits and participate in risk assessments and disaster recovery activities.
• Manage and mentor a team of IT support specialists, set performance goals, and ensure optimal employee performance and engagement.
• Define clear roles and career paths, conduct performance evaluations, and foster team growth.
• Lead recruitment, onboarding, and training for IT staff. 
• Plan and execute IT projects related to migrations and deployments.
• Collaborate with stakeholders to define business requirements and deliver technology solutions.
• Maintain accurate records of IT assets, software licenses, and warranties.

Qualifications

• 5+ years of progressive IT operations leadership experience, with at least 5 years in a supervisory or management level role.
• Bachelor’s degree in computer science, Information Technology or equivalent certifications.
• Understanding of IT security frameworks, data protection, and compliance requirements.
• In-depth knowledge of Microsoft 365 products including Windows 11, Microsoft 365 applications, SharePoint Online, and Teams.
• Excellent working knowledge of end user technology including PC’s, peripherals, printers, mobile devices, etc.
• Working knowledge with multi-factor authentication, email content filtering, and endpoint security controls.
• Ability to clearly communicate technical concepts and details to individuals at all levels of the organization in both simple and complex depending on the audience.
• Must have a continuous improvement mindset
• Work in the Travel Management industry is a plus
• Experience working in a global team environment is a plus

Benefits Onboard

In addition to Medical, Dental, and Vision benefits Direct Travel offers an employee rewards and recognitions program, Total Rewards Package which includes Wellness, Sustainability, DE&I initiatives, and Mental Health Support.

Our Brand Voyage: About Direct Travel

Direct Travel is a leading provider of corporate travel management services. The company has been providing travel management for over 40 years, working with clients to develop highly customized travel programs. By leveraging both the expertise of its people and innovative solutions, Direct Travel enables clients to derive the greatest value from their travel program in terms of superior service, progressive technologies and significant cost savings. Direct Travel has offices in over 70 locations across North America and the UK and is currently ranked 12th on Travel Weekly’s Power List. For more information, visit www.dt.com.

Direct Travel is an EOE/AA/Veteran/People with Disabilities employer

If you're ready to chart a new course and advance your career with the valuable moments and travel experiences that await, we welcome you to submit your resume for consideration at Direct Travel.

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