Spaulding Ridge is an advisory and IT implementation firm. We help global organizations get financial clarity into the complex, daily sales, and operational decisions that impact profitable revenue generations, efficient operational performance, and reliable financial management.At Spaulding Ridge, we believe all business is personal. Core to our values is our relationships with our clients, our business partners, our team, and the global community. Our employees dedicate their time to helping our clients transform their business, from strategy through implementation and business transformation.
IT Operations Manager
Bengaluru, Karnataka, India
As a Manager on the Technology and Security team, you will:
Essential Duties and Responsibilities:
The
IT Operations Manager
is responsible for overseeing the daily operations of the IT infrastructure, ensuring system reliability, security, and efficiency across the organization. This role requires a strong technical background, leadership skills, and the ability to manage a global IT environment while aligning with business objectives.IT Operations & Infrastructure Management:
- Oversee the operations of the IT Service Desk, ensuring efficient and effective support services are provided to end-users.
- Manage IT infrastructure specially related to networks.
- Ensure the security, integrity, and scalability of IT systems to meet business needs.
- Implement best practices for system monitoring, incident management, and disaster recovery.
- Manage software and hardware assets, ensuring efficient procurement and lifecycle management.
- Manage a team of service desk technicians, including recruitment, training, performance evaluation, and professional development.
- Develop, maintain, and continually optimize service desk processes, procedures and workflows to streamline operations and enhance service delivery.
- Implement and enforce service desk policies, standards, and best practices to maintain a high level of customer satisfaction.
- Monitor service desk performance metrics and KPIs to identify trends, areas for improvement, and opportunities for optimization.
- Lead the development and implementation of service desk tools and technologies to improve efficiency and productivity.
- Provide on-call weekend support for critical IT incidents.
Team Leadership, Mentorship, & Vendor Management::
- Provide excellent technical support and service for internal employees, resolving hardware and software issues.
- Demonstrate strong leadership by fostering a culture of accountability, empowering team members to take ownership of outcomes, and ensuring alignment with organization goals.
- Bring extensive hardware and software technical experience and acumen to the team, acting in an oversight role but also providing direct support.
- Provide guidance and support to internal support analysts through mentorship, training, escalation management, and career progression.
- Coordinate with third-party vendors and service providers to ensure quality IT services.
- Coordinate with other IT members to ensure timely resolution of incidents and service requests.
- Network Administration and Security:
- Provide leadership and guidance on network administration and security, including diagnosing and troubleshooting network-related issues, performing preventive maintenance, and implementing data security practices.
- When assigned, act as "incident handler" in security incidents investigations and assessments, collecting evidence, mitigating impacts, implementing controls, conducting assessments and assisting in recoveries and restorations.
- Comply with all applicable Information Security Management System (ISMS) policies, procedures, and guidelines established by the organization, fulfilling the specific information security roles and responsibilities as defined in such policies and procedures.
HR IT Support:
- Provide end-to-end IT support for onboarding, offboarding, and daily operations, including user account management, hardware/software support, training and data security.
- Maintain accurate documentation, offer training, and identify opportunities for process improvement.
Performance Management and Reporting:
- Responsible for creating, maintaining, monitoring, and notification around Service Desk KPIs and SLAs.
- Conduct regular team meetings, performance reviews, and training sessions to foster a collaborative and high-performance culture.
- Act as an ambassador for IT initiatives within the organization and build cross-functional relationships.
Education and Work Experience Requirements:
- BA/BS (or equivalent experience) in Computer Science, Data Science, Business Information Systems, Cybersecurity or a related field
- 13+ years of experience in technical global customer support experience, with at least 3 years in a managerial position.
- Strong network administration and troubleshooting knowledge.
- Project management, knowledge sharing, cybersecurity vigilance, and overall organizational success.
- Extensive experience with Windows and Mac OS and troubleshooting and support.
- Experience working with Azure AD, JIRA (Mandatory)
- Comfortable working in a fast-paced international environment and providing wide-ranging technical assistance.
- In-depth practical knowledge of troubleshooting and administration of commonly used applications.
- Highly organized, Superior attention to detail, flexible, creative, able to prioritize multiple tasks, and able to thrive in a fast-paced and ever-changing environment and leadership abilities.
- Effective communicator with the ability to influence and champion new initiatives.
- Ability to travel up to 20% to company locations.
- Willingness to provide on-call weekend support for critical IT requests.
Spaulding Ridge’s Commitment to an Inclusive Workplace
When we engage the expertise, insights, and creativity of people from all walks of life, we become a better organization, we deliver superior services to clients, and we transform our communities and world for the better.At Spaulding Ridge, we believe our team should reflect the rich diversity of society and we take seriously the responsibility to cultivate a workplace where every bandmate feels accepted, respected, and valued for who they are. We do this by creating a culture of trust and belonging, through practices and policies that support inclusion, and through our employee led Employee Resource Groups (ERGs): CRE (Cultural Race and Ethnicity), Women Elevate, PROUD and Mental Wellness Alliance.The company is committed to offering Equal Employment Opportunity and to providing reasonable accommodation to applicants with physical and/or mental disabilities. If you are interested in applying for employment with Spaulding Ridge and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our VP of Human Resources, Cara Halladay (challaday@spauldingridge.com). Requests for reasonable accommodation will be considered on a case-by-case basis.Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
