Service Operations Manager

Posted Date: Oct-10-2016

Job ID: 5489

Job Type: Full Time

Job Function: Information Technology

City: Kent

State: Washington

What's cool about this job

Come join our IT Operations team as the Service Operations Manager.  If you have a passion for helping people resolve issues and driving to root cause, this is the job for you!  This position manages the Information Technology (IT) Service Desk, Production Control and Command Center.  The ideal candidate will manage the first and second level support to internal computer, network and Internet users in the resolution of hardware, software, network and telecommunications problems.  Always supporting a continuous improvement culture, the ideal candidate will drive root cause analysis follow-up, as well as trending of incidents.   

As a Service Operations Manager at REI you will be responsible to:

Manages service desk staff to identify, prioritize and resolve problems with information technology products and services in a timely manner. Ensures that all phases of service desk support are coordinated, monitored, logged, tracked, and that Requests for Service are resolved appropriately or escalated for resolution to third-level support staff.
Leads and coordinates major incident management; ensuring all steps during a production issue are being executed and addressed.  
Drives improvements into production operations and ensures program runs as an industry best practice.
Responsible for improving service monitoring and alerts, and striving to deliver industry best practice.
Coordinates with offshore staff.
Coordinates with outside vendors and internal resources to install or implement solutions.
Keeps abreast of technology changes and innovations in the information technology field, especially as it applies to System Operations
Prepares budget recommendations for staffing needs, costs of equipment and tools, maintenance, and future projects.
Performs basic line supervision, including hiring, firing, conducting performance reviews, setting performance goals, promotions, salary increases, developing subordinates, and managing performance and discipline.

Bring your passion and expertise

  • At least 5 years of experience in Information Technology in a similar role
  • At least 2 years working with ITIL based Incident & Problem Management 
  • ITIL V3.0 Foundations Certified
  • Experience with Service Now
  • Understanding of relationships with Change Management, Release Management, Knowledge Management, and Configuration Management
  • Excellent customer service skills
  • Strong organizational and planning skills
  • Excellent communication and writing skills
  • Able to act in an independent manner to perform consultation engagements for coworkers and to manage the interactions between them
  • Able to mentor junior staff in techniques and practices
  • Ability to work on multiple assignments simultaneously

Why you'll love it here

REI Information Technology is a team of creative and smart technologists who work in a collaborative environment to build business value through technology. And, we have the support of a great company to tackle some pretty dynamic challenges that’ll keep REI relevant for years to come. If you have a passion for the outdoors and want to be a part of innovating retail technology, we have the job for you!

At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 19 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 140 retail locations (and growing), REI offers unique competitive benefits to its more than 11,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

ARTICLE 23-A, Section 753

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.