Job Description

JOB FAMILY SUMMARY: 

The IT Service Operations team is responsible for the day-to-day IT support for MINDBODY + ClassPass. This includes support for hardware, software, SaaS, as well as onboarding & off-boarding of employees and contractors.

JOB SUMMARY:  

The Manager, IT Operations is responsible for ensuring the delivery of worldclass IT support and customer service experience to the business, including the day-to-day efficiency of the IT Service Operations team. The Manager serves as an escalation point for IT support tickets and understands how the underlying technical systems and processes function to properly mentor and grow their team. This individual is responsible for identifying team metrics that validate high performance and to coach their team members closely with personal goals. The Manager, IT Operations also partners with business leaders to identify support opportunities or projects to further corporate initiatives and deliver innovative technology solutions for employee productivity and collaboration.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:  

• Deep knowledge of the Microsoft stack, including Active Directory, advanced Windows troubleshooting and M365 support
• Experience with IAM technologies such as SSO, JIT, SCIM, including understanding of best practice identity principles
• Advanced knowledge supporting Mac and Apple devices, with Jamf MDM experience strongly preferred
• Proven track record of having implemented, enhanced and supported an enterprise-class technology system, including planning, analysis and design, configuration, development, data migrations, system testing, cutover planning, and production support
• Experience designing help desk procedures and processes such as user lifecycle access support and the overall end user support experience
• Deep understanding of collaboration-enabling principles and methodologies
• Experience in managing several integrations across commonly used SaaS products such as Slack and SharePoint
• Experience with ITSM methodologies with a strong background in using ServiceNow and its reporting functionality
• Ability to quickly learn new technologies, find creative solutions to a wide variety of problems, and communicate effectively to both technical and non-technical audiences
• Experience creating and monitoring KPIs and metrics
• Excellent understanding of IT business processes
• Excellent oral and written communication and documentation skills

PRINCIPAL DUTIES AND RESPONSIBILITIES: 

• Guide and mentor the IT Service Operations team in worldclass customer support, continually identify areas of opportunity that would improve the digital technology experience for both IT and all Mindbody employees and implement a strategic roadmap in partnership with the Director of IT Operations.
• Act as the senior technical point of contact for the IT Service Operations team, providing forward thinking technology strategies, architecture and design guidance, or hands-on direct implementation when required
• Responsible for the hiring, onboarding, development, career pathing, performance management and appraisal of direct reports
• Partner closely with stakeholder departments including but not limited to People & Culture, Finance, Security, Customer Experience.
• Manage multiple small to medium-scope projects, including requirements gathering, developing work breakdowns and project plans, track task status, and escalate as needed to keep projects on schedule
• Participate in OKR planning and review, and keep team accountable for delivering results
• Develop and provide training to a broad range of Mindbody user audiences possessing differing levels of technical skills to promote and increase usage of our Productivity and Collaboration platforms
• Champion formal technology mentorship and cross training for Corporate Technology across the department for team members
• Create and maintain accountability for IT KPIs/metrics that track the efficiency and success of the IT Service Operations team.
• as related to IT Service Operations functions in partnership with the Director of IT Operations