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Operations Support Manager
GREY
New York, NY, United States
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Description
The Operations Support Manager is responsible for supporting our finance and human resource systems.
The OSM will manage a Service Now queue, triaging issues to resolution within the defined service level agreement period. The OSM will engage software Vendors as needed to resolve incidents. The OSM is responsible for communicating status to the end user community and effectively set expectations.
The OSM will provide activity reports, continually assess for improvement, and make recommendations to Product Management, contributing to the systems roadmaps.
Candidates must possess strong organizational and analytical skills with the ability to multi-task.
Core Responsibilities:
• Demonstrate leadership skills.
• Strong written and verbal communication skills.
• Strong customer service skills with the ability to work effectively and diverse groups of people at various levels within an organization.
• Provide excellent customer service over the phone, remotely, and in person.
• Ability to lead meetings.
• Monitor, triage, resolve, and assign incoming tickets.
• Ability to provide management level reporting and analysis.
• Provide individual and/or group employee training as needed.
• Maintain documentation for systems.
• Test system modifications as needed.
Required Skills:
• Bachelor’s Degree in Computer Science, or equivalent combination of education and work experience with a global company.
• 5+ years’ experience working in support of deskside services, experience supporting all levels of personel.
• Familiar with ITIL and ITSM.
• Strong problem-solving ability, customer service skills, teamwork, and ability to understand priorities.
• Experience using Service Now or similar.
• Experience using DDS, MediaOcean, Aura or similar.
• Experience using Taleo or similar.
Other Skills:
• Self-starter/tenacious problem solver.
• Ability to work on a team or independently.
• Excellent communication, verbal and written skills.
• Ability to work in a fast-paced, dynamic environment.