IT Operations Manager Enterprise Tools & Systems

Family Dollar is seeking an experienced IT Operations Manager to provide end-to-end operational and technical oversight, as well as BPO Management. The successful candidate will be responsible for stability, performance compliance and continuous improvement of enterprise systems and software applications supporting critical business operations.

Principal Duties & Responsibilities:

• Manage and perform oversight of our selected BPO partner that will perform the administration, maintenance and support for enterprise systems, email and collaboration tools (i.e. Active Directory, Microsoft 365, Okta, etc.).

• Drive governance and performance management of global BPO and managed services partners, including service delivery standards, escalation management, and continuous service optimization

• Provide day to day support of IT tools and corporate systems.

• Identify recurring issues/problems and provide recommendations to eliminate or reduce tends.

• Facilitate management and resolution of complex incidents/problems engaging other IT Teams and vendors as needed.

• Perform root cause analysis follow-up, as required Ability to facilitate discussions and thoroughly document RCA details and make recommendations on improvement.

• Participate in Disaster Recovery and IT Business Continuity processes and policies.

• Ensure creation and maintenance of technical and end-user support documentation.

• Ensure assigned internal and BPO team meets technical and business SLAs.

• Ability to mentor and lead associates to become a highly effective IT team.

• Mentor, develop, and lead associates to build a highperforming, accountable, and engaged application support organization.

Required Qualifications

• Bachelors degree in business, Information Technology, related degree or equivalent experience

• 6+ years of IT Operations experience (support, maintenance, and administration).

• 3+ years managing a team (excellent management skills).

• 3+ years proven experience managing offshore MSP/BPO partners - including performance management, SLA oversight and service optimization.

• Proven experience governing and managing large-scale managed services partners and BPO providers. (both onshore and offshore), including performance management, SLA oversight and service optimization.

• Excellent communication and customer service skills.

• Administration and security experience for Microsoft 365/Azure services

• Understanding of tools used by Enterprise and Access Control: Microsoft 365 products, email discovery and security, mobile device management, user provisioning and de-provisioning

Desired Qualifications

• Expert level knowledge of the Microsoft Office 365 suite.

• Enterprise systems administration principles, including identity and access management, privilege management, and secure configuration.

• ITIL Certification.

• Experience managing and supporting Access Control and User Provisioning tools, MDM tools such as Workspace ONE, Authentication tools and MFA, email filtering etc.

• Experience utilizing ServiceNow and JIRA.

• Experience managing and supporting Cloud and SaaS products.

Family Dollar is an equal opportunity employer and committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We are committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities.