At Skillsoft, we propel organizations and people to grow together through transformative learning experiences. We believe every team member has the potential to be AMAZING. Join us in our quest to transform learning and help individuals unleash their edge.
OVERVIEW:
The IT Operations Manager is pivotal in managing and guiding the operations team to provide high-quality technical support and stellar customer service. This role demands a data-driven mindset to lead continuous improvements in service levels and quality through the adoption of best practices, process optimization, and effective training. The successful candidate will thrive in a fast-paced environment and have a passion for technology and team development.
OPPORTUNITY HIGHLIGHTS:
- Operational Management: Manage daily operations of L2 and L3 support queues. Ensure incidents and service requests are resolved efficiently and within SLA guidelines.
- Team Development: Foster an inclusive team culture that enhances collaboration between the Service Desk, Engineering Team, and customers. Promote personal and professional growth within the team through clear governance, thorough documentation, and increased automation.
- Stakeholder Engagement: Serve as a key liaison between service desk, operational and engineering teams across different technology disciplines, facilitating seamless communication and prompt resolution of complex issues.
- Continuous Improvement: Drive initiatives that enhance service desk operations, including regular reviews of incident trends and customer feedback. Implement strategic plans to improve processes and reduce overall team workload.
- Quality and Compliance: Oversee the development and implementation of SOPs and knowledge management practices. Conduct regular quality assurance reviews and adjust strategies based on feedback from all levels of IT operations.
- Training and Development: Design and deliver training programs for technical support staff, utilizing various formats such as lunch and learn sessions and immersive workshops.
- Incident and Request Management: Maintain effective incident management. Coordinate with technical teams and stakeholders to resolve complex or escalated issues. Ensure proper documentation, categorization, prioritization, and timely resolution of incidents and requests.
SKILLS & QUALIFICATIONS:
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Experience: At least 8-10 years of leadership experience in service desk or IT operations management, preferably in a technology-driven environment.
- Strong knowledge of IT service management frameworks (ITIL, HDI).
- Excellent leadership, interpersonal, and communication skills.
- Ability to analyze data and convert insights into action.
- Strong commitment to delivering exceptional customer service.
- Experience with ITSM software and incident management systems.
OUR VALUES
WE ARE PASSIONATELY COMMITTED TO LEADERSHIP, LEARNING, AND SUCCESS. WE EMBRACE EVERY OPPORTUNITY TO SERVE OUR CUSTOMERS AND EACH OTHER AS:
- ONE TEAM
- OPEN AND RESPECTFUL
- CURIOUS
- READY
- TRUE
Skillsoft delivers online learning, training, and talent solutions to help organizations unleash their edge. Leveraging immersive, engaging content, Skillsoft enables organizations to unlock the potential in their best assets – their people – and build teams with the skills they need for success. Empowering 36 million learners and counting, Skillsoft democratizes learning through an intelligent learning experience and a customized, learner-centric approach to skills development with resources for Leadership Development, Business Skills, Technology & Development, Digital Transformation, and Compliance.
Skillsoft is partner to thousands of leading global organizations, including many Fortune 500 companies. The company features three award-winning systems that support learning, performance and success: Skillsoft learning content, the Percipio intelligent learning experience platform, which offers measurable impact across the entire employee lifecycle. Learn more at www.skillsoft.com.
Thank you for taking the time to learn more about us.
If this opportunity intrigues you, we would love for you to apply!
NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft (US) Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law.
Top Skills
What We Do
Skillsoft (NYSE: SKIL) is a global leader in corporate digital learning, focused on transforming today’s workforce for tomorrow’s economy. The Company provides enterprise learning solutions designed to prepare organizations for the future of work, overcome critical skill gaps, drive demonstrable behavior change, and unlock the potential in their people. Skillsoft offers a comprehensive suite of premium, original, and authorized partner content, including one of the broadest and deepest libraries of leadership & business skills, technology & developer, and compliance curricula. With access to a broad spectrum of learning options (including video, audio, books, bootcamps, live events, and practice labs), organizations can meaningfully increase learner engagement and retention. Skillsoft’s offerings are delivered through Percipio, its award-winning, AI-driven, immersive learning platform purpose built to make learning easier, more accessible, and more effective. Learn more at www.skillsoft.com.
Skillsoft provides a comprehensive selection of cloud-based corporate learning content, including courses, videos, books, and other resources on Leadership Development, Business Skills, Digital Transformation, Technology & Developer, and Compliance. Percipio’s intuitive design engages modern learners and its consumer-led experience assists in accelerating learning.
Why Work With Us
We are all about “Making Work Matter” and strongly believe in the life changing impact of learning. Our team is passionately focused on helping people achieve their fullest potential through learning and development. We are always looking for game changers wanting to make an incredible impact within a purpose driven environment.
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Employees work remotely.
