IT Operations Leader

222 W Adams St, 11th Floor
Chicago, Illinois, 60606
United States

West Monroe isn’t a start-up firm, but we act like one.

From day one, our people have the opportunity to make a definitive personal impact for their clients and their careers. What does this mean? It means we seek out the best of the best, and then we challenge them to make us better. If you are looking to be a “behind the scenes” technologist, this isn’t the place for you. We celebrate driven professionals who thrive in a collaborative environment. Sound interesting? Then West Monroe Partners just might be the place for you.

Think you’re up for the challenge?
West Monroe Partners is currently seeking an IT Operations Leader to manage the daily proactive operations of the WMP internal IT team, which is part of the Shared Services function. This position’s primary responsibility will be to ensure proactive maintenance is delivered to our portfolio in a professional and timely manner, ensure team adherence to change management processes, and manage demand management process of scheduling engineering resources between support, maintenance and projects. This role will be responsible for managing personnel, team schedules, assisting the team in prioritizing daily workload, being an escalation point for complex issue resolution, and ensuring all tasks are completed correctly and in a timely manner.

Additional Responsibilities include:
* Ownership of all operational maintenance activities to be performed on WMP infrastructures. Work with engineering staff to develop proactive maintenance plans, scheduling and maintenance windows, and implementation and follow-up
* Oversee and run the change management processes. Help with continued development of the change management process, run weekly change management meetings, and ensure engineering adherence to the change management process
* Oversee demand management process and engineering schedules. Work with engineers to develop priority between support needs, proactive maintenance activities and project-based work for WMP Internal Support.
* Evaluate the performance of the engineering staff through day-to-day operations, successful proactive maintenance, reduced unscheduled downtime, and ability to follow the change management process.
* Execute proper methodologies to improve the change management process, reduce unscheduled downtime, and improve customers’ satisfaction
* Be an escalation point for the engineering and development staff for complex issue resolution
* Management of operational relationships with our IT managed service provider and external vendors, including performance expectations, contractual renewals, and billing
* Management of all Operations related internal projects, providing weekly updates to the project stakeholders
* Work with staff for functional onboarding, including change management process implementation, report setup, and confirm and validate documentation.
* Work with operations team on reporting and directing staff on fulfillment and continual improvement
* Ensure technician adherence to company and IT policies and procedures.
* Emergency escalation point for major issues, including after-hours and weekend on call rotation
* Implement and manage support procedures for incidents across all IT systems in scope and through all levels of support
* Implement and manage procedures for delivery of established IT request services, including definition of the service catalog
* Interface with and manage expectations for senior management and C level business stakeholders. Effectively communicate successes and challenges both to team and leadership

Specific skills include, but are not limited to, the ability to:
* Demonstrated ability to exercise excellent independent judgment and express creativity and initiative in a leadership capacity
* Prior resource management experience
* Excellent organizational and follow-up skills with strong attention to detail
* Superior customer service skills and experience in a client-facing role
* Breadth of technical skills related to the hardware, software and IT infrastructure of an organization. Be able to get hands-on when issues are escalated to help troubleshoot and resolve an issue
* Firm understanding of infrastructure related software, including Microsoft Operating Systems (Desktop/Server), Microsoft Exchange, VMWare, Citrix, virtualization technologies, backup and anti-virus.
* Firm understanding of Microsoft Windows Active Directory Organization Unit (OU) and group policy object design and management
* Solid understanding of networking concepts: routing protocols, network segmentation and firewall device management
* Disaster Recovery/ Business Continuity design, implementation is a plus
* Effective and positive role model, mentor and leader

Requirements:
* Bachelor of Science in Computer Science, MIS, Business or similar degree
* 10 + total years of progressively responsible roles relating to technical services in the managed services or consulting industry
* Strong background in ITIL and Knowledge Management processes preferable, with a focus on Change management
* Has experience or proficiency with technology projects and has “been there, done that” experience
* Strong analytical, problem solving, and quality experience
* Excellent organizational, verbal and written communication skills
* Thoroughly and accurately understand issues and analyze the problem in a systemic fashion
* Experience leveraging managed or outsourced services preferable
* Experience managing operations across a full IT stack (infrastructure through applications) and in a “hybrid cloud” environment combining on-premises data centers, IaaS, PaaS, and SaaS
* Experience with Microsoft Azure is a plus

West Monroe Partners is an Equal Employment Opportunity Employer -
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law.