POSITION SUMMARYThe Operations Support Lead is responsible for overseeing the day-to-day IT support operations, ensuring the stability, reliability, and performance of IT systems and services. This role leads a team of support analysts and technicians, manages incident and problem resolution, and collaborates with cross-functional teams to improve service delivery and operational efficiency.RESPONSIBILITIESLead and manage the IT support team, providing guidance, mentorship, and performance evaluations.Oversee daily IT operations including incident management, service requests, and escalations.Lead L2/L3 incident responsiveness, ensuring timely and effective resolution of complex technical issues.Coordinate with Managed Service Providers (MSPs) to ensure consistent and high-quality service delivery.Collect and publish operational metrics to support performance tracking and continuous improvement.Manage business communications related to IT operations, including incident updates and service notifications.Ensure timely resolution of technical issues and maintain high levels of customer satisfaction.Develop and maintain standard operating procedures (SOPs) and documentation for support processes.Monitor system performance and proactively identify areas for improvement.Collaborate with infrastructure, application, and cybersecurity teams to support business continuity.Manage vendor relationships and coordinate third-party support when necessary.Participate in IT projects and initiatives, providing operational insights and support planning.Ensure compliance with IT policies, standards, and regulatory requirements.QUALIFICATIONS5+ years of experience in IT support or operations, with at least 2 years in a leadership role.Strong knowledge of ITIL framework and service management best practices.Experience with help desk systems, ticketing platforms, and remote support tools.Excellent problem-solving, communication, and interpersonal skills.Ability to manage multiple priorities in a fast-paced environment.Certifications such as ITIL, CompTIA, or Microsoft are a plus.PREFERRED EXPERIENCEFamiliarity with GCP cloud platform, virtualization, and enterprise networking.Experience in change management and incident response.Strong analytical skills and attention to detail.Ability to lead cross-functional teams and drive continuous improvement.Experience using AI tools (e.g., GitHub Copilot) to generate code.1 year-Only W2. 100% Remote.- GCP (Google cloud platform) preferred but AWS or Azure okay- Supply Chain operations experience - support manager role or other production support role.(Order to cash, Procure to Pay, Warehouse)- If they have worked with JD Edwards or SAP or another ERP application, that will be helpful- If they have warehouse operations experienc ethat will be a plus
