IT Operations Manager

Samsung SDS America is looking for a highly accomplished and results-driven IT Operations Manager to lead a dynamic team of 19 members comprising of tier 1 and tier 2 IT Operations staff across multiple locations and time zones in the US. The successful candidate will oversee all aspects of IT operations, including handling IT requests, incidents, and problems, managing urgent and complex support issues, and serving as the escalation point of all requests and incidents. This role requires a hands-on approach to develop and mature phone/ticket escalation processes to ensure seamless escalation and information flow within the organization.

This role works onsite at our Samsung Research America (SRA) location in Mountain View, CA with 30% business travel to various locations throughout the US.

Samsung SDS is the digital arm of the Samsung group and a global provider of cloud and digital transformation innovations. Samsung SDS delivers enterprise-grade solutions and services in cloud, secure mobility, analytics / AI, digital marketing and digital workspace. We enable our customers in government, financial services, healthcare, and other industries to drive business in a hyper-connected economy helping them to increase productivity, safeguard assets, and make smarter decisions.

Responsibilities:

• Lead and manage a team of 19 members, providing guidance, coaching, and mentorship, to Service Desk Specialists (Level 1/2), including career development

• Oversee all IT requests, incidents, and problems, ensuring timely resolution and effective communication with internal and external stakeholders

• Determine the root cause of issues and communicate appropriately to internal and external customers

• Build training material for support staff

• Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed basis

• Develop strategies for improving ticket resolution processes and driving continuous improvement initiatives

• Monitor and manage the phone queue, participating in escalated calls as needed

• Manage vendor relationships to meet daily operational needs and ensure service delivery excellence

• Review survey feedback to improve services, tools, and support experience

• Schedule employees' work times and provide backup support

• Provide VIP support for executives, including 50+ corporate executives from HQ with extensive off-hour support

• Serve as a technical liaison between tier 2 support and the systems/network team

• Provide guidance on the utilization of the Windows Operating System

• Utilize good troubleshooting technique on AD, SCCM, Events, System, Application, and Security layer

Manage Samsung in-house security solution management