- We are seeking an experienced Operations Manager - Global Command Center (GCC) & Service Desk to lead IT operations, infrastructure monitoring, patching, and end-user support.
- The ideal candidate will have strong expertise in ITOM tools, client service management, and team leadership, ensuring high availability and service excellence.
How You'll Make An Impact:
- Manage 24x7 GCC operations for infrastructure monitoring, event correlation, and incident response.
- Lead Service Desk operations, ensuring SLA compliance, CSAT improvement, and seamless end-user support.
- Drive patching and automation activities using SCCM, Batch Patch, Hyper-V and other tools.
- Monitor and optimize infrastructure with ServiceNow ITOM, SolarWinds, SCCM.
- Act as primary point of contact for client escalations, governance calls, and stakeholder management.
- Mentor and lead Service Desk & GCC teams, ensuring ITIL best practices are followed.
What We're Hiring For:
- 10+ years of IT operations experience with at least 4-5 years in a managerial capacity.
- Strong knowledge of infrastructure management, patching, and automation tools.
- Hands-on expertise with ServiceNow ITOM/ITSM, SolarWinds, SCCM, Batch Patch, Hyper-V.
- Proven experience managing Service Desk & GCC operations in enterprise/global environments.
- Strong communication, leadership, and stakeholder management skills.
- Familiarity with ITIL processes and SLA-driven service delivery.
- ITIL Foundation/Intermediate ,Microsoft (SCCM / Hyper-V), ServiceNow Certified Administrator Certifications.
What You Can Expect From Optiv:
- A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups.
- Work/life balance.
- Professional training resources.
- Creative problem-solving and the ability to tackle unique, complex projects.
- Volunteer Opportunities.
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