Manager, IT Operations (Syracuse, NY ONSITE)

Manager, IT Operations

We are looking for an IT Operations Manager to lead and manage our team of distributed IT Operations Specialists to support a hybrid workforce. Ensuring operational efficiency across Thirty Madison's corporate business units and Pharmacy Locations. This role will require you to demonstrate technical expertise, leadership, strategic thinking, and a customer service oriented mindset. You will be responsible for driving process improvements, managing incidents and requests, and providing exceptional service to our users. This is a permanent position, offering a unique opportunity to work in a dynamic and fast-paced environment where your contributions will have a direct impact on the success of our business. Above all, you embody the Thirty Madison mission of providing access to healthcare for all who suffer from chronic conditions!

• The base pay range for this position is $100,800 - $138,600.**
• Competitive Salary + Annual Incentive Plan + Stock Option Package
• Robust and affordable Health, Dental, and Vision plan options
• 401k with a match, commuter benefits, and FSA
• Annual $750 vacation stipend and $500 happiness stipend
• Flexible time off policy
• Career growth opportunities

** Within the range, individual compensation will be determined through a wide variety of factors including but not limited to education, experience, knowledge, and skills. Please note that the compensation range listed reflects the base salary only, and does not include incentive target, equity, or benefits."

• As a hands-on IT Operations Manager, you will be a coach and player with the opportunity to lead, develop, and manage the IT Operations team in handling end user support and operational efficiency efforts. Fostering a culture of quality service delivery and continuous improvement.
• Completing 1:1s, performance evaluations, advocating for raises and promotions, and coaching the team members to meet their career goals.
• Track team success metrics, analyze help desk performance data to identify trends, issues, and opportunities for growth and improvement of workforce productivity.
• Oversee service request and IT incident response processes, ensuring timely response and resolution times, and customer satisfaction.
• Collaborate with managers across our Pharmacy locations, and Thirty Madison business units to proactively identify needs and areas of partnership.
• Evolve IT processes, policies, and procedures
• Work with the team to develop a technical knowledge base with documentation and runbooks to lay the foundations for developing a self service support culture.
• Work closely with the Director of IT to maintain a strong collaborative culture on your team and at Thirty Madison that embodies our mission of delivering modern, high quality, and accessible health care services.
• Be a part of the IT recruiting process from outreach, interviewing, coaching technicians new to interviewing and onboarding new hires.

• You are a positive, inspiring, and supportive leader; a nurturer of talent
• A passion for building an inclusive team culture where engineers of a diverse set of backgrounds can grow.
• You have a customer service oriented mindset
• You have proven experience leading IT Service Management (ITSM) and IT Operations, and a demonstrated strong technical background
• Experience establishing team success metrics, tracking, reporting, and utilizing ITSM (i.e. Freshworks, Zendesk, etc.) tools
• Desire to support operational excellence, strengthen workforce productivity, and achieve a high level of customer satisfaction
• You have experience managing stakeholders and pushing back on items that are not high priority.
• Excellent communication and interpersonal, with the ability to effectively simplify technical concepts.