Facilities HVAC Operations Supervisor at Micron, ensuring safe and reliable operations while leading continuous improvement initiatives and managing team performance.
About the role
- Senior Manager overseeing IT service operations for Serco North America, leading Help Desk, Field Services, and Deployment Services teams while ensuring service quality and performance metrics.
Responsibilities
- Oversee daily operations of Help Desk, Field Services, and Deployment Services teams
- Lead and mentor supervisors, technical leads, and managers supporting each function
- Ensure consistent execution of ITIL-based service management processes: Incident, Request, Access, Event, Problem, Change, Escalation/Notification, Customer Satisfaction (CSAT)
- Drive continuous improvement initiatives to enhance service quality and operational maturity
- Manage a service portfolio processing 3,100–3,700 incidents monthly across distributed teams
- Maintain budget accountability for assets exceeding $1M
- Serve as product owner for evolving support tools and platforms
- Champion Serco’s customer service standards and quality policies
- Ensure SLAs are met to current standards
- Collaborate with internal stakeholders to align service delivery with business goals
- Monitor performance metrics and ensure compliance with audit and security expectations
- Prepare and present performance reports, improvement plans, and operational insights to leadership
Requirements
- Ability to obtain and maintain a DoD Secret security clearance
- Must be a U.S Citizen
- Bachelor’s degree in information technology, Business Administration, or related field with a minimum of 8 years of experience in IT service operations, with at least 5 years in a leadership role
- Or 12 years of experience in IT service operations, with at least 5 years in a leadership role
- Demonstrated experience managing service operations teams such as Help Desk, Field Services, and/or PC Imaging/Deployment teams
- Experience managing contact center solutions, including workforce management, call routing, and performance analytics
- Strong understanding of ITIL frameworks; ITIL certification preferred
- Proven budget management and financial stewardship
- Excellent communication, presentation, and interpersonal skills
- Familiarity with ServiceNow or similar ITSM platforms
- Ability to travel up to 10%
Benefits
- Medical, dental, and vision insurance
- Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
- 401(k) plan that includes employer matching funds
- Tuition reimbursement program
- Life insurance and disability coverage
- Optional coverages you can buy, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
- Birth, adoption, parental leave benefits
- Employee Assistance Plan that includes counseling conditions
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