IT Services Manager

About Us

Data Analysis Incorporated (DAI) is the controlling entity of the O’Neil family of businesses. DAI and its subsidiaries operate in diverse industries worldwide, including global equity markets, health care, financial services, digital news, and insurance. Our global footprint allows our teams to be responsive to customer needs in a timely and efficient manner. We are dedicated to using technology and innovation to bring change and growth to our businesses. We believe in a dynamic workplace, creating engaging, informative products and services that help our customers succeed. Integrity is an essential characteristic for our firms and our associates; if this describes you, please apply!

Summary

The IT Services Manager is responsible for ensuring a seamless and high-quality end-user experience across all workplace technology services. This role leads a multi-location team in delivering exceptional IT support, optimizing processes through automation, and continuously enhancing operational standards. The Workplace Services Manager collaborates with C-level executives to align IT workplace services with strategic business initiatives, ensuring that employees have the tools and support needed to be productive and successful.
This position also involves working with vendors to automate workflows, improve efficiencies, and drive innovation in IT service delivery. A strong focus will be placed on maintaining and enhancing Standard Operating Procedures (SOPs) to improve service quality and efficiency.

Duties and Responsibilities

• Lead, mentor, and manage a distributed IT support team across multiple locations, ensuring alignment with company goals and fostering a culture of excellence.
• Oversee IT service operations, including device management, collaboration tools, and workplace technology solutions.
• Ensure adherence to and enhancement of Standard Operating Procedures (SOPs) to improve service consistency and efficiency.
• Collaborate with C-level executives to align IT workplace services with strategic initiatives.
• Manage ITSM tools (e.g., Jira Service Management, Endpoint Central) for incident management, service requests, and reporting.
• Drive initiatives that streamline and automate IT processes in collaboration with vendors and technology partners.
• Monitor IT service metrics, analyze trends, and identify opportunities for improvement.
• Ensure IT workplace services comply with company policies, security standards, and industry regulations.
• Act as a liaison between IT and business stakeholders to ensure alignment of technology initiatives with company objectives.

Qualifications & Requirements

Required Education, Experience, Certification/Licensure

• Bachelor's degree in any discipline required
• Demonstrated mentoring and leadership skills
• 5+ years of IT service management experience, with at least 3 years in a leadership role managing multi-location teams.
• Proven experience managing end-user IT services, workplace technology, and IT operations in a mid-to-large organization.
• Experience leading automation initiatives with vendors to streamline IT workflows.

Preferred Education, Experience, Certification/Licensure

• ITIL Foundation or higher certification.
• CompTIA A+, Network+, Security+.
• Microsoft Modern Desktop Administrator (MD-100/MD-101).
• Certified Information Systems Security Professional (CISSP) – preferred.

KNOWLEDGE, SKILLS AND ABILITIES 

• Strong knowledge of Windows and Mac endpoint management solutions.
• Experience with ITSM platforms (Jira Service Management, Endpoint Central, or similar).
• Familiarity with Active Directory, MS365, Zoom, and other collaboration tools.
• Strong leadership, team-building, and mentoring abilities.
• Excellent problem-solving, decision-making, and analytical skills.
• Strong communication and stakeholder management skills, including experience working with C-suite executives.
• Passion for enhancing the end-user experience and improving IT service delivery.
• A mindset of continuous improvement, always seeking new ways to innovate and optimize IT support processes.

Working Conditions

Must be able to perform the essential job duties. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each work day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.

Equal Opportunity Employer

Data Analysis Inc is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.