IT Operations Manager

Samsung SDS America is looking for a highly accomplished and results-driven IT Operations Manager to lead a dynamic team of 19 members comprising of tier 1 and tier 2 IT Operations staff across multiple locations and time zones in the US. The successful candidate will oversee all aspects of IT operations, including handling IT requests, incidents, and problems, managing urgent and complex support issues, and serving as the escalation point of all requests and incidents. This role requires a hands-on approach to develop and mature phone/ticket escalation processes to ensure seamless escalation and information flow within the organization. 
 
This role works onsite at our Samsung Research America (SRA) location in Mountain View, CA with 30% business travel to various locations throughout the US.
 
Samsung SDS is the digital arm of the Samsung group and a global provider of cloud and digital transformation innovations. Samsung SDS delivers enterprise-grade solutions and services in cloud, secure mobility, analytics / AI, digital marketing and digital workspace.  We enable our customers in government, financial services, healthcare, and other industries to drive business in a hyper-connected economy helping them to increase productivity, safeguard assets, and make smarter decisions.
Responsibilities:
Lead and manage a team of 19 members, providing guidance, coaching, and mentorship, to Service Desk Specialists (Level 1/2), including career development
Oversee all IT requests, incidents, and problems, ensuring timely resolution and effective communication with internal and external stakeholders
Determine the root cause of issues and communicate appropriately to internal and external customers
Build training material for support staff
Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed basis
Develop strategies for improving ticket resolution processes and driving continuous improvement initiatives
Monitor and manage the phone queue, participating in escalated calls as needed
Manage vendor relationships to meet daily operational needs and ensure service delivery excellence
Review survey feedback to improve services, tools, and support experience
Schedule employees’ work times and provide backup support
Provide VIP support for executives, including 50+ corporate executives from HQ with extensive off-hour support
Serve as a technical liaison between tier 2 support and the systems/network team  
Provide guidance on the utilization of the Windows Operating System
Utilize good troubleshooting technique on AD, SCCM, Events, System, Application, and Security layer
Manage Samsung in-house security solution management
Requirements
10+ years of experience in IT management
High School Diploma required, Bachelor’s degree preferred in IT related field
Proven track record of success in developing strategies, managing technology and operations, and deploying enterprise application solutions across all business touchpoints
Experience in Global AD migration, Federation middle level, SCCM on Image deployment, SCEP, and deployment of Windows, Mac, and Linux
Possess intermediate-level sills in Windows Updates, GPO management, PowerShell, Batch, and Python
Exhibit knowledge of hardware, network, server, storage, and backup technologies
Ability to balance cost and risk to deliver a high return on technology investments
Experience in providing scaling environments from startups to large enterprises, establishing processes, defining standards, and applying solutions to foster IT governance and compliance
Proficiency in managing new IT organizations, maturing existing teams, and mentoring and retaining effective, customer-centric teams
Benefits
Samsung SDSA offers a comprehensive suite of programs to support our employees:
Top-notch medical, dental, vision and prescription coverage
Wellness program
Parental leave
401K match and savings plan
Flexible spending accounts
Life insurance
Paid Holidays
Paid Time off
Additional benefits
Samsung SDS America, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, status as a protected veteran, marital status, genetic information, medical condition, or any other characteristic protected by law.