Help Desk Manager/Operations Maintenance Leader (OM Lead)
OZ, United States

We believe work should be innately rewarding and a team-building venture. Working with our teammates and clients should be an enjoyable journey where we can learn, grow as professionals, and achieve amazing results. Our core values revolve around this philosophy. We are relentlessly committed to helping our clients achieve their business goals, leapfrog the competition, and become leaders in their industry. What drives us forward is the culture of creativity combined with a disciplined approach, passion for learning amp; innovating, and a ‘can do’ attitude!

We're hiring a dynamic Help Desk Manager/Oamp;M Lead with a strong IT support background. The ideal candidate will efficiently manage help desk operations, lead maintenance activities, and optimize performance through strategic thinking. Seeking a results-driven professional with leadership skills and a passion for delivering top-notch IT support to contribute to our success.

The Oamp;M Lead is responsible for the maintenance of the client's systems, ensuring smooth functionality, and providing excellent support to end-users. The Oamp;M Lead will not only oversee the client's systems and manage day-to-day activities, but also optimize operational efficiency, implement maintenance strategies to enhance overall reliability, exhibit a combination of leadership skills required for technical expertise, strategic thinking, and effective team management, and ensure the efficient functioning and continuous improvement of operational processes.

• Oversee the system Helpdesk, ensuring timely and effective responses to support requests.
• Develop and maintain support resources and documentation, including the Helpdesk Intake Form.
• Manage a team of Helpdesk support staff, providing guidance and support.
• Develop and implement Standard Operating Procedures (SOPs) to support system operations.
• Manage adherence to Service Level Agreements (SLAs) to meet performance standards.
• Manage the triage of support tickets and the break/fix process to resolve issues promptly.
• Coordinate the adjudication of Maintenance Requests and scheduling of Maintenance Windows.
• Maintain and manage user access, including License Management and User Onboarding/Offboarding processes.
• Utilize Jira for efficient ticket management and workflow coordination.
• Demonstrate experience with agile development principles and a solid understanding of agile methodology.

Suppose you’re looking for an opportunity to work in a fast-growing market, surrounded by talented, motivated, and global colleagues who thrive on helping clients meet their most pressing business goals. In that case, we are the company for you. If you’re driven, passionate, and want to be a key player in a company’s growth, we invite you to make a difference with an organization that’s defined by its employees. We want you to be bold, take risks, and imagine a better way to work. We should talk if we just described you!

OZ is a 25-year-old global technology consulting, services, and solutions leader specializing in creating business-focused solutions for our clients by leveraging disruptive digital technologies and innovation.

OZ is committed to creating a continuum between work and life by allowing most of our team members to work remotely. We offer competitive compensation and a comprehensive benefits package including, but not limited to, full health benefits, 401K, and unlimited PTO. You’ll enjoy our workstyle within an incredible culture. We’ll give you the tools you need to succeed so you can grow and develop with us and become part of a team that lives by its core values.

Requirements

• Proven experience in managing the Helpdesk and leading support teams.
• Strong proficiency in developing and implementing Standard Operating Procedures (SOPs).
• Experience in managing adherence to Service Level Agreements (SLAs).
• Proficiency in triaging support tickets and coordinating break/fix processes.
• Knowledge and experience in adjudicating Maintenance Requests and scheduling Maintenance Windows.
• Expertise in User Access Management, including License Management and User Onboarding/Offboarding.
• Proficient in using Jira for managing helpdesk workflows.
• Familiarity with agile development principles and methodologies.

• Bachelor’s degree with 10 years of relevant experience or Master's degree with 8 years of relevant experience.

Job Rewards and Benefits