Managed Service - Operations Supervisor

HP • Houston, TX

1d

About The Position

The Operations Supervisor oversees support-level employees and provides IT infrastructure expertise to promote operational excellence and compliance with service-level agreements (SLAs). The role serves as an escalation point for complex operational issues, supports client satisfaction, and maintains customer and vendor relationships. It contributes to scalable backup solutions and provides management and peers with insights on significant matters within its area of responsibility.

The role monitors team objectives and contractual service commitments, provides expertise across IT and application infrastructure services throughout the deal lifecycle, and manages the day-to-day activities of support employees. It leads and coaches non-exempt contributors, helps develop backup designs and policies, and leads customer and internal projects, including transformation initiatives. The position is full-time, with an annual pay range of $73,800 to $113,650 for U.S. candidates, plus potential bonus and/or equity.

Requirements

• Four-year degree in Computer Science, Engineering, Business Administration, or a related discipline, or commensurate work experience or demonstrated competence.
• Typically 2–4 years of job-related experience.
• Typically 0–2 years of management experience.

Nice To Haves

• Experience in maintenance, quality, or a related field.
• ITIL certification.
• Project Management Professional (PMP) certification.
• Knowledge of Agile methodology, Amazon Web Services, auditing, automation, business processes, business requirements, change management, computer science, data analysis, DevOps, finance, information systems, information technology, ITIL, IT service management, Linux, Microsoft Azure, project management, SAP applications, Scrum, and technical support.
• Cross-organizational skills in customer centricity, prioritization, resilience, team management, and strategic thinking.

Responsibilities

• Monitor team objectives and ensure the fulfillment of contractual commitments, including SLAs and service delivery targets.
• Provide IT infrastructure, application infrastructure, and related-services expertise throughout the deal lifecycle, consistent with contract terms and technical standards.
• Oversee support employees’ day-to-day activities, ensure compliance with policies and guidelines, and prioritize work to meet team objectives.
• Lead non-exempt contributors and provide coaching and guidance to improve task and skill proficiency.
• Provide management and peers with advice and insights on significant matters within the immediate area of responsibility.
• Collaborate on scalable backup designs, solutions, and policy recommendations to support operational resilience.
• Act as an escalation point for complex operational issues to support seamless service delivery and client satisfaction.
• Maintain customer relationships and engage proactively with functional managers.
• Manage technical and service relationships among clients, customers, and subcontractors or vendors.
• Lead customer and internal projects, including transformation initiatives across technology customers, internal businesses, and end-user areas.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long-term and short-term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Four to twelve weeks of fully paid parental leave based on tenure
• Eleven paid holidays
• Additional flexible paid vacation and sick leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager