Sr Manager, IT Operations

The Trade Desk • New York, NY

88d • $103,200 - $189,200

About The Position

The Senior Manager, IT Operations is responsible for administering, managing and supporting IT Services for The Trade Desk internal customers. The successful candidate will be expected to work in a hands-on capacity as well as leverage direct staff and/or third-party resources as applicable. Excellent customer support and a willingness to roll up your sleeves will be critical for success. The position requires broad IT understanding in enterprise technology and hardware, networking principles, management systems, productivity applications and service desk operations to meet the IT department service level objectives.

Requirements

• Bachelor’s degree in related IT or Management field required and 12+ years of related experience.
• Five to eight years of experience supporting a team of 8-10 local direct reports and 2-3 remote staff.
• Demonstrable experience in outsourced vendor/resource management.
• Team management and mentoring.
• Experience supporting a multi-location environment.
• ITIL best practice and methodologies.
• Project management.
• Office buildouts and relocations.
• Keyboarding skills and computer proficiency with software knowledge to include MS Office.
• Excellent interpersonal, written, and oral communication skills required.
• Strong customer service and presentation skills.
• Ability to analyze customer needs and reach acceptable solutions.
• Adherence to company procedures and policies.
• Effective team management while participating at a hands-on level.
• Ability to maintain confidentiality of information and systems.
• Conduct that supports the company’s ethics, core values, and compliance programs.

Responsibilities

• Lead, mentor and develop a team of IT professionals, fostering a collaborative and high-performance culture.
• Overseeing recruitment, training and performance management.
• Participates in and leverages global processes for anticipating customer needs and proactively addressing any pain points.
• Report on operational metrics, KPIs, and strategic progress to IT leadership.
• Primary point of contact for escalated operational issues or incidents, coordinating resolution with internal teams or external parties.
• Responsible for the following IT processes and functions: On-boarding/off-boarding process.
• Prioritization of time sensitive business requests and smart decision making to ensure minimal user impact for their regular work day.
• Ensures prompt handling of internal service desk requests, with an accurate assessment of issue severity and business impact.
• Daily ticket maintenance and management, ensures the requestor stays informed and SLA objectives are reached.
• User adds, moves, and changes.
• Manage the IT Operations coordination for office relocations and build-outs.
• OS Management; Microsoft Windows and macOS.
• Hardware and application software upgrades to meet business needs.
• Mobile Device and Endpoint Management.
• Planned maintenance.
• Local inventory/asset management and equipment recycling.
• Leverage best practices approach towards projects, implementations, and issue resolution; providing status updates and reports.
• Develop and update documentation covering IT standards, policies and procedures.
• Maintains a high level of communication and positive professional relations with our current and/or future vendors and suppliers.
• Demonstrated experience with network protocols (TCP/IP, DNS, DHCP, IPSEC).
• Other duties as assigned.

Benefits

• Comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependents.
• Retirement benefits such as a 401k plan and company match.
• Short and long-term disability coverage.
• Basic life insurance.
• Well-being benefits.
• Reimbursement for certain tuition expenses.
• Parental leave.
• Sick time of 1 hour per 30 hours worked.
• Vacation time for full-time employees up to 120 hours thru the first year and 160 hours thereafter.
• Around 13 paid holidays per year.
• Employees can also purchase The Trade Desk stock at a discount through The Trade Desk’s Employee Stock Purchase Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees