Manager Internal IT and Operations

Job Description

Job Summary/Objective: Lead and oversee IT service management, asset life cycle management, and the service desk function. The ideal candidate will drive process efficiency, ensure high service levels, and manage a team responsible for ITSM operations, asset tracking, and end-user support. This role demands strong leadership, strategic thinking, and a deep understanding of ITIL frameworks, service management tools, and asset governance. Key Responsibilities & Duties (essential to the job) Lead the ITSM function, ensuring compliance with ITIL best practices and aligning IT services with business needs. Oversee Incident, Problem, Change, and Request Management processes to improve service quality. Drive continual service improvement (CSI) initiatives to optimize service delivery. Monitor and ensure adherence to SLAs and KPIs for IT service performance. Implement and manage ITSM tools such as Jira, or equivalent. Lead and mentor the service desk team, ensuring efficient handling of tickets and end-user issues. Implement best practices for IT support, including automation, self-service portals, and knowledge management. Monitor Service Desk performance, ensuring high customer satisfaction and rapid incident resolution. Establish escalation processes and collaborate with engineering teams for complex issue resolution. Manage the end-to-end IT asset lifecycle, including procurement, tracking, utilization, and decommissioning. Ensure compliance with software licensing, hardware inventory, and vendor agreements. Develop and enforce policies for asset governance, cost optimization, and risk management. Collaborate with finance, procurement, and security teams for asset audits and cost control. Manage and develop a high-performing team across ITSM, Asset Management, and Service Desk functions. Conduct regular training, coaching, and performance evaluations for team members. Foster a culture of continuous learning, process improvement, and collaboration. Build strong relationships with stakeholders, including business leaders, vendors, and IT teams. Education A bachelor’s degree from an accredited college or university is required, with a focus in Computer Science, Information Technology, or related discipline. In the absence of a degree, equivalent work experience directly related to the key responsibilities of the role will be considered as a substitute for the degree. Experience, Skills and Key Competencies At least 10+ years of progressively responsible experience working in computer infrastructure is required, to include knowledge of IT service management best practices, service desk KPI’s, systems security, disaster prevention and recovery, and internet hosting, plus at least 5 years in formal management capacity leading teams, workgroups, committees or projects. Must also be able to demonstrate the following skills and abilities: Ability to lead diverse teams and create an engaging and positive culture that motivates and inspires others to do great work. Proven track record of working with systems, hardware, and project assignments in a dynamic business/technical and service-level oriented environment Ability to engage with business leaders, C-level executives, external clients, vendors and peers. Strong organizational and motivational skills as applied to multiple technology disciplines, to create a culture which is supportive of optimal individual contribution and teamwork. Can apply principles of analytical thinking to define problems, collect data, establish facts, draw valid conclusions, consider options, and recommend solutions based on all considerations. Special Position Requirements Must be able to read, write, understand, and fluently speak in the English language. Travel may be required to remote OEC locations occasionally, less than 10%. Must be available for 24-hour “on-call” service to respond to system emergencies. Perks and Benefits: Competitive salary and benefits Group Medical Insurance ICICI Bank Multi Wallet Collaborative workspace Flexible working hours Hybrid working model What Makes Working at OEC Awesome? We have a new OEC Technology Centre of Excellence in Chennai, India! Our team is beyond thrilled to work with the new office, but we’re even more excited for the innovation and creativity that this living space will certainly inspire! We believe in surrounding ourselves with not only the best and the brightest individuals, but those that are unique and purpose-driven in all that they do. OEC India has been selected as one of the ‘Top 25 Safest Workplaces in India’ by KelpHR. OEC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information or characteristics, marital status, familial status, veteran or military status, status regarding public assistance, membership or activity in a local commission, or any other protected status in accordance with applicable federal, state and local law Show more Show less