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Strong Tier-1 brand, metro location, and mid-level generalist technical role drive high competition.
Core IT operations skills transfer across industries, but financial services compliance preference raises domain specificity moderately.
Explicit 5+ years IT operations, 2+ years leadership, plus ITSM/ServiceNow and ITIL expectations increase strictness.
Manage and develop teams responsible for Technology Operations including network, database, infrastructure (server and storage) services ensuring service delivery meets SLAs and OLAs.
Lead 24x7 IT Service Desk operations supporting enterprise-wide users across multiple channels, focusing on service excellence, automation, and digital transformation.
Own operational performance including incident management, vendor management, workforce capacity planning, risk management, and continuous improvement initiatives to meet business objectives.
5+ years of Technology Operations experience (work experience can be through work, training, military, or education).
2+ years of leadership experience managing teams or operations.
Experience with IT service management processes and platforms such as ITIL practices and ServiceNow (preferred but implied).
Work Experience Required: 5+ years in Technology Operations including leadership roles.
Experienced in managing large enterprise IT Service Desk operations supporting 10,000+ users with multifaceted support channels and automation technologies.
Demonstrates operational discipline with accountability for service delivery metrics (SLAs, OLAs, KPIs) and continuous process improvements including digital transformation and AI-driven support.
Skilled in vendor and stakeholder management, risk and compliance alignment, and leading cross-functional teams in a global, enterprise environment.