IT Operations Manager

, PA, United States

About Yondr

Yondr is a disruptor. We challenge convention and simplify complexity.A global developer, owner operator and service provider of data centers, we deliver complex data center capacity needs for the world's largest tech companies. Our exponential growth sees us looking for extraordinary people to help accelerate us towards our vision: a tomorrow without constraints.

But we can't do this without you.

About the Role

Our business is growing, and we need an experienced and customer focused IT Operations Manager to join our dynamic IT team with a proven track record of managing and maintaining modern IT services for our Corporate users and Operational sites. We need you to assist with our 24x7 business as usual IT services to our colleagues across the world, and our operational sites through effective use of strategic, managed service providers and leveraging our in-house global team.

You will be able to show expertise in modern IT SaaS technologies, end user compute environments, TCP/IP, enterprise networking, and service and vendor management against defined service level agreements. You will assist with our core IT service processes (e.g. Incident, Problem, Change, Asset management, etc.). You will have a background in SaaS solutions, collaboration tools, service provider / outsourcing models, ITSM frameworks, and vendor management.

You exhibit a high attention to detail including an ability to manage multiple, priorities simultaneously. You possess strong analytical and quantitative skills with the ability to use hard data and metrics to back up assumptions.

Main Responsibilities

/ Dealing with business as usual IT Operations' requirements and enquires within the global organisation. Supporting all Yondrites with day-to-day IT needs within our End User Compute environment and business critical operational infrastructure & networks in our Data Center facilities

/ Supporting and maintaining the modern IT systems landscape, including Microsoft Azure AD and Google Workspace for collaboration and internal IT tools such as Fresh Service, Jira, Confluence, Azure IaaS and Microsoft RDS

/ Responsible for supporting Yondr's Dell/Apple based EUC environment. Ensuring devices are secure, kept up to date and functional within Yondr office locations and anywhere Yondrites are working in the world

/ Efficient lifecycle management for all Yondr, EUC technology assets

/ Working with the IT Operations Director to ensure region specific IT needs are understood and standardised where possible. Helping create, and mature Global IT processes.

/ Provide a regular local presence in our expansive operational facilities in North Virginia

/ Support our construction team and strategic partners to deliver Network and AV solutions to US based facilities

/ Partner with the DevSecOps team in supporting internally developed applications, and ensure that Operational perspective and impacting bugs are recognised and prioritised.

/ Supporting and managing IT Operations' processes such as Global Incident, Problem, Change and Asset. Etc. Ensuring that these are followed by all managed service providers and internal teams.

/ Working with multiple managed service providers to deliver an outstanding IT support service aligned to internal SLAs. Including managing vendor relationships, performance to contract and issue resolution, especially in-region.

/ Support the onboarding and offboarding of users from IT systems. Including provisioning / reclaim of appropriate hardware and software licences

/ Support the procurement of IT hardware and software as required. Maintain relationships with key strategic suppliers of equipment and software licences

/ Helping with reporting and maturing IT Operations KPIs for IT Leadership and the wider Executive Leadership Team

/ Partner with the wider IT team to identify and implement opportunities for continuous improvement, and automation of tasks

/ Support the monthly and quarterly planning cycles and co-lead IT team daily stand-ups

Qualifications and experience

/ 5 - 10+ years of relevant work experience in an IT Operations / Service Architecture / IT Service Management

/ Experience of working in an evolving / hyper growth environment where change is constant and the organisation is maturing around you

/ Experience of balancing reactive response activities with proactive / strategic initiatives

/ Detailed knowledge of IT Service Management frameworks e.g. ITIL

/ High level experience in configuring and maintaining the following - M365, Azure AD, Intune, Microsoft Office, JAMF, Fresh Service, TCP/IP, Windows (software and devices), iPhones, Cisco AV

/ Experience in supporting and maintaining on-premises enterprise infrastructure including VMware, Cisco enterprise networking, Palo Alto firewalls and Cisco Meraki wireless controllers / authentication

/ Experience of working in a global organisation with key vendors, customers and stakeholders based in region

/ Strong verbal and written communication skills

/ Ability to deliver technical advice, guidance and information to end users and stakeholders, adjusting the message to suit the audience

/ Undertake any other duties as and when necessary to meet the varying demands of the business and satisfy the needs of the role

At Yondr, we want to enhance the diversity, equity, inclusion and belonging of our workforce to reflect the world we live in. Our roles are potential opportunities for everyone; all interested parties, regardless of nationality, race, ethnicity, religion, age, sexual orientation, or gender, are welcome to apply. We ensure all candidates have equitable access and consideration throughout the hiring process.

Yondr is committed to fostering a welcoming, safe and inclusive work environment. We provide support through our benefits, which are inclusive of all backgrounds.

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