Supervisor, IT Operations

CooperVision, a division of CooperCompanies, is seeking a Service Desk Manager to oversee the day-to-day operations of the regional Service Desk. This role includes managing processes and procedures, scheduling, escalations, and reporting. The Service Desk Manager will act as the IT Service Desk process owner, maintaining in-depth knowledge and accurate documentation of the IT Service Desk. They will serve as the first point of management escalation for areas of responsibility and collaborate with other IT resolution groups to resolve incidents and fulfill requests while meeting defined service levels. The role also involves supporting the Critical Incident Management process and creating information reports for operational performance visibility. The Service Desk Manager will analyze team performance, document resolutions, and devise solutions to enhance service quality. They will provide timely summaries of work status to the IT Operations Manager and contribute to IT project delivery while acting as the project lead for IT Operations. The manager will oversee local site operations, manage onsite and remote IT Operations resources, and ensure effective staff development and performance management. They will also be responsible for managing team KPIs, workload prioritization, on-call rotations, and vendor management, while ensuring adherence to IT compliance and security processes.