Tourneau|Bucherer · 14 hours ago
Senior Manager, IT Operations and Support Services
Queens County, NY
Full-time
Onsite
Senior Level, Lead/Staff
$130K/yr - $150K/yr
8+ years expTourneau|Bucherer is seeking a Senior Manager for IT Operations & Support Services to lead the delivery and continuous improvement of end-user IT services. This role will focus on managing the Support Desk organization and ensuring a reliable, secure, and high-quality workplace technology experience.
E-CommerceLifestyleRetailWearables
Responsibilities
Lead and evolve end-user IT operations and support services across the organization
Build, manage, and develop a high-performing Support Desk team through hiring, coaching, and performance management
Establish customer service standards and foster a strong, service-oriented culture
Plan service strategy, capacity, and operational standards aligned to the IT Operating Model
Lead support-related projects and operational improvement initiatives
Establish and operate ITIL-based practices (incident, problem, knowledge management)
Develop runbooks, documentation, and knowledge bases
Track KPIs and service performance; drive continuous improvement
Partner closely with infrastructure, security, and application teams
Participate in occasional after-hours and on-call support
Qualification
Required
8+ years of experience in IT operations, end-user computing, or support services, with at least 3 years in a people management or team leadership role
Strong working knowledge of ITIL practices (incident, problem, change, knowledge management)
Hands-on experience with Microsoft 365, endpoint management, and Intune / MDM
Experience leading support organizations, building runbooks, and driving process improvement
Strong communication, stakeholder management, and customer service mindset
Microsoft M365, endpoint management, Intune MDM
SmartDeploy Desktop Imaging
iPhone/iPad support and device management
Apple Mac and OSX Support
Basic network technology knowledge (LAN/WAN and wireless)
Experience working with Active Directory, Azure AD and Group Policy
Experience reviewing and remediating vulnerability management reports
Preferred
Exposure to D365 commerce and/or FO is a plus
Keen interest in keeping abreast of technological advances and proven success at incorporating new technology into existing systems
Excellent verbal and written communications skills, appropriate for a broad range including business stakeholders, 3rd party vendors, offshore providers, and technical developers
Must demonstrate accountability, sound decision making, detailed analytical capabilities, and clear and concise communications
Must be able to multi-task on various initiatives with a sense of urgency
Ability to work towards multiple deadlines with shifting priorities; should have 'sense of urgency' to meet business expectations
Educate customers about terminology, features and benefits of products in order to improve product related sales and customer satisfaction
Company
Tourneau|Bucherer
The Marriage Of Tourneau And Bucherer In 2018, Two Long-Standing Industry Leaders, Is Bringing Together The Best Of Both Companies To Surprise And Delight Watch And Jewelry Customers Around The World.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-01-31Acquired
Leadership Team
Ira Melnitsky
CHIEF EXECUTIVE OFFICER - TOURNEAU
Emon Islam
CPO Manager Flagship
Recent News
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