Manager IT Service Operations

Kent Washington
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 3 days ago

Manager IT Service Operations

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Posted Date: Oct- 7-2019

Job ID: 15882

Job Type: Full Time

Job Function: Information Technology

City: Kent

State: Washington

Store: REI Headquarters is moving to Bellevue, Spring 2020!

What's cool about this job

The Manager IT Service Operations contributes to REI’s success by maturing and leading the IT Asset Lifecyle program as well as leading the teams that provide first and second level support to retail stores and headquarters around resolution of hardware, software, network and telecommunications problems. This position reports to IT Director, End User and Shared Services.


⏵ Leads the IT Service Operations team which includes service desk tier 1, tier 2, asset management, and 3rd party IT support partners

⏵ Identifies and communicates key responsibilities and practices to ensure the organization promotes a successful attitude, confidence in leadership, and teamwork to achieve business results

⏵ Supports the implementation of company programs, procedures, methods and practices to promote REI key messages

⏵ Challenges and inspires employees to achieve business results, instilling a continuous improvement mindset

⏵ Monitors operational statistics, reports trends, variances and issues, and takes appropriate action

⏵ Manages the IT Asset Lifecycle program, maturing and developing processes for hardware and software to ensure tracking, license adherence and efficient allocation of IT Assets at headquarters as well as in the store

⏵ Oversees the service desk to identify, prioritize and resolve problems with information technology products and services in a timely manner. Ensures that all phases of service desk support are coordinated, monitored, logged, tracked, and that Requests for Service are resolved appropriately or escalated for resolution to third-level support staff

⏵ Leads and coordinates major incident management; ensuring all steps during a production issue are being executed and addressed

⏵ Prepares budget recommendations for staffing needs, costs of equipment and tools, maintenance, and future projects

⏵ Responsible for improving service monitoring and alerts, and striving to deliver industry best practice

⏵ Coordinates the effort with offshore augmentation staff

⏵ Establishes and implements service desk policies, procedures, standards and service level agreements

⏵ Provides accurate, timely and relevant information about the status of projects, personnel and activities within the team

⏵ Performs HR supervision, including hiring, termination of employment, conducting performance reviews, setting performance goals, promotions, salary increases, developing subordinates, and managing performance and discipline

⏵ Keeps abreast of technology changes and innovations in the information technology field, especially as it applies to Service Operations

⏵ Manages or coordinates vendor relationships and contracts for products, services and support

⏵ Analyzes, assesses and recommends improvements in programs and practices to ensure compliance with regulatory and internal controls

Bring your passion and expertise


⏵ Bachelor’s degree in computer science or business administration, or equivalent training and experience

⏵ 2+ years supervisory experience in the information technology field and the ability to direct technical work teams

⏵ 5+ years experience in information technology

⏵ Experience managing multiple project teams

⏵ Experience developing team-level plans and contributing to annual budgets

⏵ Ability to negotiate contracts and agreements with vendors and service providers in the information technology business

⏵ Skills in resource management, project prioritization, problem-solving, issue management and negotiation, and mediation

⏵ Knowledge of business principles from multiple disciplines and ability to apply those principles

⏵ Experience with structured project life cycle, systems development management tools and service management methodologies such as Information Technology Infrastructure Library (ITIL)

⏵ Ability to manage customer and vendor relationships

⏵ Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts

⏵ Makes effective organization and people decisions in a manner consistent with REI's values and ethics

⏵ Champions the organization and advocates solutions in the overall Company's best interest

At REI we offer an enviable work environment that has been recognized on the "100 Best Companies to Work For" list since the award's inception – 22 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 150 retail locations (and growing), REI offers unique competitive benefits to its more than 13,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

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