IT Operations Lead- USA

About the role

Your future role "Take on a new challenge and apply your IT Operations expertise in a new cutting-edge field. You’ll work alongside collaborative and results-driven teammates. You'll drive operational excellence by maintaining site IS&T performance, tracking key metrics, and ensuring compliance with Service Level Agreements (SLAs). Day-to-day, you’ll work closely with teams across the business (local management, support teams, and business partners), oversee the management of regional hardware and configurations, and lead incident and problem management protocols, and much more."

Responsibilities

• Tracking, analyzing, and reporting on on-site support metrics and KPIs
• Maintaining site IS&T performance in compliance with Service Level Agreements (SLAs)
• Overseeing management and tracking of regional hardware (PCs, printers, tablets, phones) and site configurations
• Maintaining the operational partnership with strategic IT vendors and prioritizing work accordingly
• Enforcing compliance with quality assurance plans and contractual service agreements
• Logging, following up, and escalating issues within operations teams as needed
• Leading incident and problem management protocols
• Coeordinating with local management, support teams, and business partners during crises or major incidents
• Approving service requests in line with established validation workflows
• Representing IS&T operations in site-level workshops and forums

Requirements

• Degree in Engineering (IT preferred) or Master’s in Information Systems
• Experience or understanding of end-user support and IT operations
• Knowledge of metrics, KPIs, and statistical insights
• Familiarity with IT hardware management (PCs, printers, tablets, phones) and site configurations
• Strong, effective communication with international and cross-functional teams
• Results-driven and self-motivated mindset
• Ability to work independently in a global environment
• Intellectual curiosity and a creative approach to challenges
• Collaborative mindset and team orientation
• Proficiency in English (French, Spanish, or Portuguese is a plus)

Qualifications

All About You We value passion and attitude over experience. That’s why we don’t expect you to have every single skill. Instead, we’ve listed some that we think will help you succeed and grow in this role:

Skills

• Passion and attitude
• Collaboration and teamwork
• Communication and interpersonal skills
• Problem-solving and critical thinking
• Technical proficiency
• Adaptability and flexibility

Benefits

We offer a comprehensive benefits package including:

• Competitive compensation and benefits
• Inclusive and dynamic working environment
• Continuous learning and professional growth opportunities
• Opportunities for career advancement
• Innovative projects and initiatives

Pay

The salary range for this position is $75,000 - $100,000 annually.

Schedule

This is a full-time, onsite position located in Pittsburgh, PA, US.