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Manager - IT Operations (Memphis, TN)

St Jude Children’s Research Hospital

St Jude Children’s Research Hospital

IT, Operations
Memphis, TN, USA
Posted on Saturday, June 24, 2023

At ALSAC you do more than make a living; you make a difference.

We like people who are different…because we’re different, too. As one of the world’s most iconic and respected nonprofits, we know what it’s like to stand out. That’s why we’re looking at you. Your background, perspective, and desire to make an impact set you apart. As we work to help St. Jude cure childhood cancer, we're calling on the game-changers, innovators and visionaries to join our family. Not just for the kids of St. Jude, but also for you. Because at ALSAC, we develop and celebrate our employees. So, bring your whole, authentic self and become part of our shared mission: Finding cures. Saving children.®

Job Description

Are you a seasoned technology expert with a passion for driving innovation and efficiency? Do you thrive in collaborative environments, crafting and implementing solutions that empower businesses to excel? If so, we invite you to join our team as an IT Operations Manager at ALSAC.

Role Overview:

As the IT Operations Manager, you will be the driving force behind the management, configuration, and implementation of cutting-edge information technology end-user computing solutions. Collaborating closely with cross-functional teams, you'll be instrumental in planning and deploying enterprise information systems that elevate both distributed and centralized business operations. Your strategic mindset will ensure that our end-user technology landscape remains robust, secure, and aligned with our overarching goals and regulatory requirements.

Key Responsibilities:

Architect Exceptional Solutions: Craft formal Standards and Service Level Agreements (SLAs) that set the expectations for problem resolution and support timeliness. Develop and communicate policies and procedures for identifying, documenting, and rectifying issues for the user community.

Elevate End User Support: Analyze the performance of our end user support services, identifying areas for improvement and proactively implementing solutions to enhance service quality and prevent future challenges.

Champion ITIL Best Practices: Embrace and implement Information Technology Infrastructure Library (ITIL) framework principles, driving continuous improvement in IT service delivery. Collaborate effectively with the Service Desk and other Infrastructure teams to optimize operations.

Strategic Budgeting & Inventory Management: Prepare budget proposals and operational expenditure statements that reflect a clear understanding of our technological needs and growth ambitions. Proactively work with vendors to investigate, analyze, test, and ultimately publish and implement end-user compute equipment standards along with appropriate inventory purchase and control mechanisms.

Innovative Procurement: Collaborate cross-departmentally to identify, evaluate, and procure hardware and software solutions that empower our internal staff and clients. Stay ahead of the curve by researching emerging products, services, and standards.

Empower through Training: Develop and execute comprehensive training programs for new and existing staff, fostering computer literacy and self-sufficiency. Provide guidance through help sheets, usage guides, and FAQs.

Lead by Example: Stay at the forefront of technology trends by attending seminars, conferences, and trade shows. Share insights with the team and mentor junior staff. Be the example for staff and peers in leading with curiosity, grace, and a sense of urgency to provide the best possible experiences.

Client-Centric Approach: Oversee the Client Services team, ensuring the efficient processing of tickets and requests. Lead by example, providing hands-on support to end users when needed. Develop and maintain a formal set of services and capabilities around desktop and mobile device performance monitoring and management.

Continuous Improvement: Monitor trends in support requests and recommend system reconfigurations to enhance efficiency. Identify opportunities for end-user training programs to enhance computer literacy. Evangelize and lead the need for IT operational work to “shift left”, flattening user support escalations and freeing IT engineering teams from operational tasks.

Incident Resolution: Contribute to escalated problem resolution, attending Change Advisor Board (CAB) meetings, and proactively addressing incident trends.

Qualifications:

  • Bachelor's Degree in a relevant field

  • Minimum of 6 years of experience, including managerial experience

  • Proficiency in computer operating systems and subsystems

  • Expertise in PC hardware, software, and networking

  • Strong understanding of computer programming languages

  • Excellent communication skills for effective internal and external relations

  • Ability to comprehend complex verbal and written instructions

  • Proven experience and strong attitude toward customer service and high-performance

Ready to make an impact? Join us in shaping the future of technology at ALSAC. Apply now and be part of our exciting journey!

Benefits & Perks

The following Benefits & Perks apply to Full-Time Roles Only.

We’re dedicated to ensuring children and their families have every opportunity to enjoy life’s special moments. We’re also committed to giving our staff excellent benefits so they can do the same.

  • Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison Insurance plans)​
  • 401K Retirement Plan with 7% Employer Contribution
  • Exceptional Paid Time Off
  • Maternity / Paternity Leave
  • Infertility Treatment Program
  • Adoption Assistance
  • Education Assistance
  • Enterprise Learning and Development
  • And more

To ensure the health and safety of the children and families at St. Jude Children’s Research Hospital as well as our donors, volunteers and colleagues, as a condition of employment, we require that employees adhere to ALSAC’s Vaccination Requirements, including COVID-19 Vaccination.

ALSAC is an equal employment opportunity employer.

ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status.

No Search Firms:

ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email, the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.