Senior IT Operations Support

Senior IT Operations Support

The Senior IT Operations Support role, fondly referred to as "Chaplain," is a key role within the IT Service Desk team. This individual is tasked with managing and coordinating the IT Service Desk ticket queue, ensuring effective prioritization and resolution of support requests. As a second-level support expert, the Chaplain will provide advanced troubleshooting, assist first-level agents, and contribute to continuous improvement initiatives within IT operations.

Join us as a Senior IT Operations Support, and this is some of what you’ll be doing:

1. Knowledge Management Support:
   • Assist the IT Team Lead in promoting a knowledge-focused strategy where teams regularly create, update, and evaluate articles to empower users to independently resolve issues.
   • Monitor and assess the utilization and effectiveness of the knowledge base (KB) in facilitating ticket resolution and reducing incoming service desk requests.
2. Ticket Assignment & Priority Management:
   • Be empowered to manage and adjust the assignment and priority of Level 1 support tickets within their shift queues as needed.
3. Queue Oversight & Ticket Management:
   • Monitor and manage the IT Service Desk ticket queue to ensure seamless operation.
   • Prioritize tickets daily based on urgency and business impact.
   • Ensure tickets are assigned and addressed within defined SLAs.
4. Second-Level Support:
   • Serve as the escalation point for complicated or unresolved issues from first-level support.
   • Provide guidance, insight, and expertise in troubleshooting and resolving complex IT problems.
5. Process Improvement & Efficiency:
   • Develop and implement strategies to enhance ticket management and resolution efficiency.
   • Identify recurring issues and propose proactive solutions to reduce incidents.
   • Promote best practices and standard operating procedures within the IT Service Desk team.
6. User & Business Alignment:
   • Collaborate with stakeholders to ensure IT services align with organizational goals and expectations.
   • Set and manage user expectations effectively, ensuring transparency and trust.
7. Performance Monitoring & Reporting:
   • Support the IT Team Lead in tracking and reporting key performance metrics, including SLA adherence and ticket resolution times.
   • Provide actionable feedback to the IT Operations Team Lead and suggest areas for improvement.
8. Team Support & Development:
   • Assist first-level support agents by offering guidance, mentorship, and training opportunities.
   • Act as a resource for knowledge-sharing and skill development within the team.

We're Looking for: 

• Education & Experience:
  • Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
  • 4+ years of experience in IT support or a related role, with at least 1 year in a supervisory or queue management capacity.
• Technical Skills:
  • Proficiency in IT ticketing systems and tools.
  • Strong troubleshooting skills with the ability to resolve diverse IT issues.
  • Familiarity with ITIL principles and best practices is advantageous.
• Soft Skills:
  • Exceptional organizational and prioritization capabilities.
  • Strong interpersonal and communication skills.
  • Ability to multitask effectively under pressure.
  • A proactive approach focused on continuous improvement.

Key Metrics for Success:

• SLA compliance and ticket resolution times.
• User satisfaction and feedback.
• Reduction in recurring issues and escalations.
• Implementation of process improvements and efficiencies.
• Contributions to team development and knowledge-sharing.

 Why Join Us?

As the Senior IT Operations Support professional, you will be instrumental in enhancing the efficiency and effectiveness of our IT Service Desk operations. You will have the opportunity to influence a dynamic team, spearhead meaningful improvements, and significantly impact the user experience across the organization. If you excel in a collaborative environment and are passionate about delivering exceptional IT support, we invite you to join our team!

Our US Office:

RELEXians can be found around the world, and while we have team members working in 30 states, here, our main office is in Atlanta, Georgia. With a new, inviting and cool office space in Colony Square, when you’re not travelling to customers or working from home, you can explore all there is to do in the area or bring along your pet for a change of scenery. Your future colleagues champion our world-class product and value our approach to flexibility and work-life balance. Our transparent culture is second to none, so don’t be surprised at our impressive development and progression opportunities!

Across RELEX, our people are supported and rewarded. In the US, we go even further. As well as:

• Competitive compensation
• The choice to work wherever and however you are most productive
• 15 days of paid time off, 12 paid sick days, and 13 company holidays

We also offer up to 2 paid volunteer and charity days a year, a generous $500 work-from-home stipend and maternity and paternity leave that covers 12 weeks at full pay (after that, you can take time off unpaid or use your vacation days – it’s up to you). And of course we offer all standard health benefits with various plans to choose from. But that’s not all. 

We’re always ready to welcome new RELEXians to our team because your enthusiasm and expertise allow us to keep innovating and creating the future of planning for retail and consumer brands. If you’re ready to be part of our growth, apply now.

About RELEX:

RELEX Solutions create cutting-edge supply chain and retail planning software. Within our platforms, we have the power and potential to increase adaptability, efficiency and sustainability in the consumer goods and retail value chain. Our impact is tangible; from sustainability and eliminating waste to delighting customers and delivering great tailored tech solutions, we’re curious and passionate challenge-seekers creating the future of retail today.

RELEX is trusted by leading brands including AutoZone, Sprouts, PetSmart, and has offices across North America, Europe, and the Asia Pacific region.

Being part of RELEX means being heard, feeling valued and knowing that you can be yourself because you belong. We believe in actions, not words, regarding diverse hiring and employment practices. We take DE&I seriously. We champion and benefit from global diversity. We’re creating and evolving our culture to welcome everyone and value every idea.  

RELEX Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.