Manager, IT Operations and Desktop Support

Manager Of Operations And Desktop Support

The Manager of Operations and Desktop Support leads an experienced technical team to oversee AAA Life's computing infrastructure, including business systems, servers, networks, databases, security, and workstations. This role coordinates activities between teams to achieve business objectives, manages day-to-day operations, and ensures system availability, documented procedures, and effective management of the operational environment. Responsibilities include planning, organizing, and managing desktop technology and IT operations functions.

Responsibilities

Operational

• Identify and improve process deficiencies to meet SLAs, security, and operational goals.
• Oversee development and management of ITIL systems (ServiceNow).
• Measure team performance against SLAs and drive improvements.
• Manage major incidents, communications, root cause investigations, and on-call support.
• Maintain alerting processes monitored by the Operations Center.
• Supervise daily business processes and IT Operations team across shifts.

Desktop Support / Help Desk

Managerial

Technical

Qualifications