The IT Operations Lead oversees the IT Support team ensuring seamless assistance for customers and end users during the installation and use with Alliance’s various technology platforms external to the laundry equipment. This position is responsible for guiding the team in carrying out daily tasks while maintaining a high standard of customer satisfaction.

Team Leadership & Development

• Lead, coach, and mentor a growing Service Desk team to deliver high-quality, consistent, and customer-focused IT support across the enterprise.
• Provide clear direction, prioritize tasks, and remove obstacles to ensure timely resolution of issues and delivery of support services.
• Conduct regular one-on-one meetings, performance reviews, and career development planning for team members.
• Foster a collaborative, accountable, and innovative team culture.

Escalation & Incident Management

• Serve as the primary point of escalation for unresolved, high-impact, or sensitive support issues.
• Coordinate response efforts during Sev 1 incidents, including communication, impact assessment, root cause analysis, and post-incident review.
• Ensure all incidents are properly documented and transitioned to Problem Management for ongoing investigation and resolution.

Process & Knowledge Management

• Design, document, and continuously improve support workflows, SOPs, and triage models to streamline ticket handling and reduce resolution times.
• Oversee the full lifecycle of the IT knowledgebase: identify article candidates, assign content updates, validate accuracy, and retire outdated documentation.
• Promote a culture of documentation and knowledge sharing within the team and across IT.

Performance Management (KPI/SLA)

• Define and track Service Desk key performance indicators (KPIs) and ensure adherence to service level agreements (SLAs).
• Analyze support metrics to identify trends, optimize workflows, and provide actionable insights.
• Deliver regular reporting and dashboards to IT leadership, highlighting team performance, backlog, and customer satisfaction metrics.

Technical & Operational Expertise

• Maintain a strong understanding of the organization’s hardware, software, systems, and IT support services—particularly where integrated with proprietary manufacturing or business platforms.
• Provide input and support for IT initiatives, including tool optimization, automation opportunities, and operational best practices.
• Partner with other IT teams on project work, deployment planning, and end-user communication.

Procurement, Asset & License Management Support

• Collaborate with IT Operations leaders on support-related aspects of procurement, licensing, and IT asset lifecycle management.
• Ensure relevant ticket triage and documentation supports broader operational processes, including audit and compliance requirements, asset management, triage, and procurement.

Cross-Functional Communication & Collaboration

• Act as a bridge between the Service Desk, IT Operations, and other business units to ensure alignment of priorities, proactive communication, and visible accountability.
• Represent the Service Desk function in project meetings, user feedback sessions, and department initiatives.

Education & Experience:

• A bachelor’s degree in a technical field is preferred, or an associate’s degree and equivalent experience will also be considered.
• 7-10 years of relevant experience is required.

 

Skills and Abilities:

• Proven experience in a managerial or lead experience.
• Strong understanding of IT support infrastructure and tools.
• Familiarity with ticketing systems and remote support software.
• Knowledge of Windows and macOS operating systems.
• General knowledge of software systems and computer science concepts.
• Demonstrated experience with various software systems.
• Strong written and verbal communication and interpersonal skills.
• Excellent organizational skills.
• Strong service orientation and customer service skills.
• Ability to rapidly acquire new software abilities and concepts.
• Ability to quickly diagnose and resolve technical issues.
• Strong analytical skills to evaluate complex situations and deliver timely solutions

Travel:

• Occasionally, 10%

Standard and Physical Requirements:

• Position involves sitting long periods, standing, manual dexterity, stooping, bending and minimal lifting.

 

Alliance Team Members Demonstrate DRIVE:

• Dedicated: Follows through on commitments. Strong say/do.
• Respectful: Acts with integrity and values diverse perspective.
• Innovative: Always looking for a better way; leads change.
• Versatile: Adapts quickly to changing circumstances. Demonstrates agility.
• Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

2025-8968

Full-Time