Job Description
Insight Global is looking for an IT Field Service Operations Technical Associate Manager to join a Fortune 100 client in Cedar Rapids, Iowa to help oversee field sits in a regional territory. This role is responsible for providing proactive insight and making strategic recommendations for site service improvement plans, supporting location incidents, providing business engagement and communications. This role will also partner closely with leadership on defining strategic recommendations and roadmaps in line with business strategies and partner closely with managed services teams. The Manager will partner with network, database, compute and application teams to drive ITIL processes and develop a deep understanding of the infrastructure footprint at each site within the Region (Network IT/OT, Security, Compute, Database, Applications, etc.). The ideal candidate is expected to possess a confidence in the depth and breadth of knowledge in infrastructure, application and business operations in order to execute stability of Field Sites.
Other Responsibilities Include:
- Drives quality execution of Infrastructure projects and Service Improvement Plans
- Field Business engagement for Division communication; site initiatives/project deployments, new digital capabilities, support to location end users
- Monitor and analyze statistical data to develop improvement plans improved end user performance
- Provide overall governance to other IT Teams, Compute and Network Operations Teams (making decisions & provide consultation)
- Define, build and maintain site scorecards across on assigned Region and drive corrective action: calls, service levels, stability, requests, problems, etc.
- Build and maintain site-specific downtime and freeze windows -- gatekeeper of change management
- Oversee preventative site maintenance for IT infrastructure/ Warehouse equipment
- Execute Audits on Field Warehouses to ensure standards are met for stability purposes
- Some travel expected business critical projects as needed
- Participates in a 24x7 Leadership On-call coverage for other regions as needed.
Required Skills & Experience
· 10+ years of technology and IT experience, 4+ years with customer service delivery with Managed Service Partners
· 2+ years of experience and knowledge of Network, Compute, Database Infrastructure, IT Operations
· Highly experienced with running daily IT operations and handling immediate incidents
· Ability to coordinate, prioritize, and direct activities across multiple teams with a daily focus
· Excellent customer relationship building and engagement skills
· Strong project management skills and excellent customer relationship skills
· Advanced knowledge of technical/business environment and problem determination strategies
· Experience working in a multi-cultural, virtual team, across multiple geographical regions
- Bachelor's degree in IT, Business Management, or related field
Nice to Have Skills & Experience
- Manufacturing experience
- Warehouse automation experience
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.