Information Technology Operations Manager

 

 

Information Technology Operations Manager

Triumvirate Environmental, one of the largest environmental services firms in North America, is seeking a Information Technology Operations Manager for our team in Somerville, MA to lead our helpdesk function and own day-to-day IT service delivery. This is a player-coach role: you will manage a team of 6 direct reports (primarily help desk analysts), and you will be hands-on when escalations, projects, or gaps demand it. You will report to the Associate Director of IT Operations.

Triumvirate Environmental provides leading organizations in the higher education, life sciences, healthcare, and advanced manufacturing sectors with diverse services and expertise to assist them with compliance management. At Triumvirate Environmental, we strive to WOW both our employees and our customers. Our unique culture fosters growth, development, education, and creativity.   

This position reports to the Associate Director of IT Operations. This position will be fully onsite for the first 90 days. After 90 days, the position will follow a hybrid schedule approved by the manager and Human Resources. 

What success looks like:

• Predictable, reliable IT service delivery across a multi-site, multi-country footprint.
• A well-trained, accountable helpdesk team with clear ownership and defined Service Level Agreements (SLAs).
• Baseline operational metrics established, a published service delivery dashboard, and a regular cadence of data-oriented reviews with IT leadership.
• Escalations to senior leadership are infrequent and well-managed when they occur.

Responsibilities:&