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Enterprise Operations Manager

Facebook

This is a Full-time position in Austin, TX posted July 12, 2021.

You can submit up to three job applications every 90 days. Be sure to apply for roles that strongly match your skills and work experience.Reporting to the Global Remote Operations Manager, the Enterprise Operations Manager is responsible for the quality of the overall IT service delivery. The position is seen as an IT leader and will be a people management role therefore strong interpersonal skills are a must. In this position, it is expected the person will understand the business being supported in order to ensure deep contextual feedback to the IT service line and IT Application development team from the remote support perspective. This role would drive the operationalizing of rote and repeatable work for the Managed Service Providers (MSP). The ideal candidate must have strong cross-functional technical skills including but not limited to PC/Mac desktop support, networking, audio and video conferencing support, process design and project delivery. This position is part of the IT Organization, as such candidates must be passionate about technology, live for amazing customer service and have the ability to thrive in a fast paced, high-pressure environment.Enterprise Operations Manager Responsibilities* Manages the enterprise support technical team resources across large or multiple regions/locations, including line management of FTE resources.Anticipates future growth and advises on resource needs. Ensures IT staffing is matched with customer demand.Provides input to goal setting for Remote IT Organization and puts in place measurements tracking performance against goals.Effectively manages and prioritizes of all IT escalations and works with service teams to see issues to end resolution.Establishes strong relationships with IT Service owners (e.g.: Helpdesk, Logistics, AV/VC, Event Operations, Corporate Networking, Infrastructure, Sales App support) and the business (e.g.: Sales, Marketing, Engineering, HR, Finance). Understands roadmaps and applications. Owns gaps in services.Performs service reviews with reports and cross-functional partners.Works with Techs and Leads to understand the needs of customers and ensures operational resources and integrity are aligned with these needs.Solves issues, drives enhancements, and improves support for all IT related functions: operational support, application support, and service delivery.Maintains highest service of quality possible for all IT operational activities.Provide data driven advice to IT service owners and leads when it comes to regional business trends and needs.Identifies trending issues, gaps in process or standards, and shares with cross functional teams.Gathers business insights on where IT can drive more business impact.Manages vendor/supplier relationships in the development and maintenance of service-level agreements and ongoing management of service-level compliance, while driving the support-knowledge base.Develops, coordinates and leads local and worldwide IT projects and initiatives.Drives communication and priorities within the business and global teams to ensure consistency across organization.Prepares the office for new product/service releases, stays on the forefront of emerging industry practices, and ensures compliance with IT security and general controls.Travels, as needed, to relevant Facebook office locations.Minimum Qualifications* 6+ years of experience in supporting one or more enterprise infrastructure areas (e.g.: Networking, Active Directory, LDAP, DB fundamentals, backup/storage, etc.).6+ years of experience driving IT service improvements at an organizational level.5+ years of experience managing teams delivering IT support services with a high level of customer engagement and satisfaction.Experience in scaling an enterprise organization in pace with Facebook’s explosive growth and driving solution delivery.Experience in translating business and technical needs across regions and driving solutions while working with Facebook teams and external partners.Experience in leveraging knowledge of business applications to influence service owner priorities to affect change.Proven relationship skills that carry across the technical spectrum and multiple geographical locations and teams.Experience working within a progressive enterprise support organization and experience providing remote support with customer service and interaction skills.Preferred Qualifications* Bachelor’s degree in technical field.LocationsAbout the Facebook companyFacebook’s mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we’re building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we’re creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities – we’re just getting started.Facebook is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or who are neurodivergent, and to candidates with sincerely held religious beliefs or requiring pregnancy related support. If you need support, please reach out to accommodations-ext@fb.com.

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