Senior Manager, Technology Operations

Our Story :

• Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services.
• Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace.
• Since 1980, we’ve helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security, corporate, and retail.
• At CPI, we are dedicated to changing behaviors and reducing conflict for the  Care, Welfare, Safety, and Security  of everyone.
• We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety.
• It’s a philosophy that is central to everything we do, and traces back to our beginning.

The Role :

What You Get To Do Everyday :

Service Desk Operations :

Establish and enforce robust processes and best practices to ensure consistent, high-quality service delivery.   Strategic Alignment and Problem-Solving :

Drive process improvements and innovative solutions to enhance team efficiency and improve the end-user experience.  Identify opportunities to move work left through streamlining, automation, self-service, or other avenues to drive efficiencies and work with the team or autonomously to execute.   Customer-Centric Approach :

Build relationships with key business stakeholders to anticipate and respond proactively to IT support needs.   Continuous Improvement and Innovation :

Create and ensure accurate knowledge base articles and self-service approach.    Vendor Management :

You Need to Have :

Knowledge of relevant regulatory frameworks (GDPR, HIPAA, ISO 27001, NIST) and industry standards Knowledge of technology infrastructure components and procurement processes Knowledge of cybersecurity ideas and practices ITIL Foundation Certification or similar Ability to convey complex compliance and procurement concepts to diverse audiences Ability to present ideas and suggestions clearly and effectively Ability to research and offer opinions, conclusions, and solutions based on research Ability to identify, prioritize, and escalate situations requiring urgent attention Ability to effectively obtain, share, analyze, and convey information Ability to collaborate with peers, managers, and clients Self-motivated, with the ability to work with minimal direct supervision to complete tasks, respond to requests, escalate appropriately, and collaborate with others to provide actionable solutions Analytical mindset with the ability to assess and prioritize risks effectively Process-driven with high attention to detail and excellent follow-through skills Demonstrated ability to align Technology Services with business goals and strategic priorities Proactive problem-solving skills and a commitment to continuous improvement Excellent teambuilding skills with the ability to attract, develop, and retain a high-performing team Outstanding leadership skills with the ability to delegate responsibilities and authority effectively and to encourage individuals to decide how they will accomplish their goals and resolve issues Well-developed interpersonal skills, negotiation, writing, speaking, and listening skills Strong business acumen and strategic thinking ability We'd Love to See :