Operations Coordinator overseeing vendor network for a health fund, ensuring compliance and operational excellence. Collaborating with vendors and internal teams to enhance the member experience and maintain service quality.
About the role
- Overseeing IT Service Desk operations and ensuring quality service delivery at OneDigital. Managing support incidents and collaborating with technical teams for optimal resolution.
Responsibilities
- Oversee day-to-day IT Service Desk operations and ensure consistent, high-quality service delivery.
- Manage Tier 1 support experience and serve as the primary point of contact between IT and the business.
- Drive effective Incident and Service Requests, ensuring timely resolution and controlled escalation.
- Partner with internal stakeholders, offshore service providers, and technical teams to maintain service stability.
- Lead daily service desk operations, including ticket flow, workload balancing, escalations, and queue health.
- Ensure consistent service delivery and communication across onshore and offshore support teams.
- Supervise endpoint support, including installation, configuration, troubleshooting, and maintenance.
- Maintain desktop standards, images, configuration baselines, and technical documentation.
- Manage asset inventory and enforce hardware and software lifecycle processes.
- Own Request, Incident, and Problem Management using TeamDynamix.
- Drive self-service and shift-left initiatives through knowledge management and automation.
- Define, track, and enforce SLAs, including response and resolution targets.
Requirements
- Strong technical background in Windows OS, Office 365, Active Directory, networking basics, VPN, endpoint imaging, and device support.
- Proven leadership experience in IT support or service desk environments.
- Excellent communication, customer service, and problem‑solving skills.
- Ability to operate effectively in a fast-paced environment with competing priorities.
- Strong organizational skills with exceptional attention to detail.
- Experience working with offshore support teams or global BPO providers.
- Deep understanding of SLA frameworks, KPI management, and performance analysis.
- Experience with ITSM platforms (TeamDynamix preferred; ServiceNow acceptable).
- Familiarity with remote support tools and endpoint management technologies.
- Scripting or automation experience (PowerShell is a plus).
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Benefits
- Health, wellbeing, retirement, and other financial benefits
- Paid time off
- Overtime pay for non-exempt employees
- Robust learning and development programs
- Reimbursement of job-related expenses
- Employee perks and discounts
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Conducting operational leadership across multiple studio locations as Regional Operations Director for a private equity - backed firm. Overseeing studio standards, performance metrics, and accountability.
Head of Delivery managing global rollout of the Smartmast network. Overseeing field operations and logistics to ensure successful market entry and deployments.
Central Operations Supervisor assisting with department management at Farmers and Merchants Bank. Directly overseeing operational tasks and implementing efficient solutions for branches and customers.
Franchise Operations Partner improving restaurant execution for Pizza Hut franchisees. Building relationships and leading operational excellence to drive franchisee success.
Associate Director leading Investor Relations Operations team for Private Markets at Manulife. Driving fundraising initiatives and supporting investor engagement in a collaborative environment.
Head of Operations & Deployment at Layer overseeing the rollout of systems for digital canvases. Leading cross - functional teams to ensure high - quality, timely installations worldwide.
Commercial Operations Analyst supporting scalable processes and client pipelines at Pave Bank. Collaborating with internal teams to improve operations in Tbilisi, Georgia.
Strategy and Ops Manager expanding work in healthcare and clinical AI at Office Hours. Leading significant initiatives to drive growth and operational excellence in a fast - paced environment.
Proxima is advancing an AI - native approach to drug discovery. Seeking an individual to build operational foundation and collaborate with C - Suite.