IT Operations Manager

Coloplast Corp. IT Operations Manager - Minneapolis, Minnesota

Location: Minneapolis, MN, US
Job Family: Information Technology
Country/Region: United States

Job Function Summary: The IT Operations Manager is the primary point of contact for business units and functions located in the US and CA, including acquired subsidiaries once assimilated into the larger Coloplast organization. The IT Operations Manager leads support and operational activities and oversees a team of North America-based technical support analysts accountable for the same. This position is responsible for alignment between the Global IT support and operations strategy and the local operational and support services provided to the US and CA. The IT Operations Manager ensures team compliance with corporate and local support guidelines, work instructions, processes, and KPIs. The IT Operations Manager continually advocates for cost savings while continuously implementing process improvements and efficiencies.

Major Areas of Accountability:

1. Planning: Works collaboratively with Global IT to communicate team delivery expectations in alignment with the overall IT support and operational strategy and practices. Ensures all required information and documentation is up to date to enable seamless transition to support and operations. Works collaboratively with the Sr IT Technical Specialist, planning the introduction of new local technology platforms and devices. Stays abreast of ITIL and other support/operational best practices, applying the value of such best practices and advancements for the benefit of North America business units and functions.
2. Operational Management: Provides in-person, phone, email, and online technical support for approved IT end-user devices to North America Coloplast/Comfort Medical associates. Records and manages reported issues and requests in Coloplast's ticketing system. Ensures global/local IT standards, governance, processes, and policies are followed using established KPIs and audits. Works in partnership with NA-specific external IT suppliers/resources accountable for the operation and support of local systems.
3. Leadership Responsibilities: Leads and provides day-to-day direction to the IT Team for Coloplast, Comfort Medical, and Atos US, directing efforts and evaluating performance. Recruits, trains, develops, and coaches the NA IT Team. Holds weekly meetings with the team to review technical and administrative issues and questions.
4. Global IT Service Desk Contributions: Contributes to ITIL processes within the global IT organization. Applies ITIL principles and best practices locally. Ensures ongoing communication during major incidents, either communicating directly to stakeholders or prompting those accountable for communication.

Basic Qualifications:

1. Bachelor's degree in related field or equivalent experience.
2. 3+ years team leadership experience.
3. Strong knowledge of Microsoft desktop environments and software including Microsoft Office 365, Microsoft Active Directory, Anti-Virus suites.
4. Working knowledge of network communication hardware and protocols.
5. Experience troubleshooting connectivity issues with PCs and networks.
6. Proven track record managing support and operations.
7. Proven ability to guide, coach, and lead others.

Preferred Qualifications:

1. ITIL certification strongly desired.
2. Experience working in global organizations and work environments, preferably in a subsidiary.

Coloplast is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.