The Sr. Manager, IT Operations & Support Services is responsible for ensuring the effective delivery of IT services to internal and external clients. This position manages the Service Desk, NOC/SOC and Healthcare Medical Devices Support teams providing technology services. This role will drive the transformation of MyEyeDr.’s support services by integrating Artificial Intelligence and enhancing observability tools to boost the effectiveness of the onshore and offshore support teams. Additionally, the role emphasizes identifying automation opportunities to ensure consistent delivery. In this role, you will be responsible for overseeing daily technology support services across more than 900 MyEyeDr. locations, serving over 7000 employees. You will leverage your expertise in IT Service Management (ITSM) processes within both traditional and modern Cloud environments and demonstrate proficiency in leading ITSM tools such as ServiceNow or Remedy Helix. Reporting to the Sr. Director, Cyber Security and IT Operations, this role is a hybrid-remote role out of our Vienna, VA or Raleigh, NC offices. Relocation support may be considered for qualified candidates.