Job description

ServiceChannel is the leading cloud-based service automation platform for facility management. We help our customers to achieve peak performance with their locations and assets by managing their repairs, maintenance, and capital projects with data. ServiceChannel is the established market leader, but even after 20 years we still retain the spirit of a startup. We are primed for success, and we are on a high growth trajectory. We are committed to creating a great product for our customers and a great work environment for our employees to succeed professionally and personally.

The ServiceChannel and Gordian IT Operations team coordinates the extensive information technology resources across our global enterprise. As technology companies, we rely heavily on information technology, and the IT Ops team is charged with ensuring that the systems that end users need to perform their jobs work well and enhance their productivity.

We are looking for an IT Operations Manager to join us. In this role you will be responsible for the servicing information technology systems across two very dynamic software companies, both with a remote/hybrid footprint, providing support to remote colleagues through online chat, videoconferencing, and telephone and as needed.

The primary responsibility for this role will be managing and overseeing the day-to-day operations to ensure our Information Technology team provides an excellent employee experience.

Here’s a taste of things you might work on:
Implement and maintain automated IT processes

Administration of enterprise cloud IT resources

Coordinating our IT Service Desk

Using IT systems data to drive process improvements

Providing customer-obsessed support

Developing long term relationships with our end users and IT partners

Troubleshoot technical issues to get colleagues back on task

Evolve our organization’s IT systems and practices

Responsibilities

Own the IT process automation lifecycle (Design, implementation, monitoring, maintenance) for Corporate IT processes.

Coordinate with the Service Desk to ensure high quality IT service delivery for our end users on a daily basis

Support users with escalations and guidance on how to get the most out of our IT services

Coordinate onboarding and offboarding operations, including planning, forecasting, and operational effectiveness

Manage End User Compute, Telephony, and Facilities (Security, HVAC, Networks) operations

Provide orientation and guidance to users on how to operate new software and computer equipment

Organize and schedule upgrades and maintenance while minimizing impact to employee workflows

Meet team and organizational objectives

Drive and participate in the continuous improvement of our IT Operations team
Experience, Skills & Education

3 years of experience successfully managing an IT Service Desk or IT Operations team

Proven experience as IT Technician or relevant position

Excellent diagnostic and problem solving skills

Excellent written and verbal communication skills

Ability to speak with many roles and departments within an organization, including C-Suite leadership

Outstanding organizational and time-management skills

Results oriented

Experience working with Automation technologies (e.g. RPA, Power Automate, ServiceNow)

In depth understanding of enterprise cloud based computer systems and networks (e.g. Azure, Active Directory, etc)

Good knowledge of internet security and data privacy principles

Knowledge of automated system provisioning systems

Degree in Computer Science, engineering or relevant field

Attention to detail

Additional Information

While not required, having an overall understanding or knowledge of the some or all of the following is a plus:

Federated authentication (Cloud-based SSO via JumpCloud, Okta, or equivalent)

Certification as IT Technician (e.g. CompTIA A+, Microsoft Certified IT Professional)

Software development/scripting

Fortive is a diversified industrial growth company, with a $6B portfolio of market-leading brands. We develop and deliver essential technology for the people who create, implement and accelerate progress. And we achieve this through our people. Our globally diverse team of 24,000 employees is united by a common culture rooted in Fortive Business System (FBS). Exceptional people thrive at Fortive because we build extraordinary teams for extraordinary results. We recruit, develop and retain the best talent available. We shape the future. We innovate to fuel our customers’ success, building better businesses and propelling progress. We are driven to do better. We emphasize continuous improvement and nonstop learning. We are team-oriented. We work together, and we win together. We create an environment based on integrity and action, not politics and bureaucracy.

At Fortive, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We need the most talented people to keep progressing. Here you’ll learn how FBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Why Work for Us?

Our work environment is dynamic, collaborative, and entrepreneurial - We are firm believers in working to live and not living to work. Don’t get us wrong, we work hard and do what it takes to get the job done, but we value a healthy work/life balance and have a lot of fun along the way. Our company is filled with foodies, music lovers, travelers and sports nuts.

We are looking for energetic, positive, creative problem solvers who don’t mind digging in and getting their proverbial hands dirty. In addition to striving to create the best possible environment for our ServiceChannel team members, we also support them outside of work as well through generous medical, dental, and vision insurance, life insurance, 401k with match, a flexible time-off policy, and paid parental leave. Our greatest benefit, however, is our amazing ServiceChannel team!

In 2021, ServiceChannel joined the Fortive group of leading technology companies, united by a common purpose to make the world stronger, safer, and smarter. Fortive accelerates ServiceChannel’s growth through extraordinary business systems, cross-industry expertise, and employee development resources

We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan. ServiceChannel’s commitment to the professional and personal success of our employees has landed us on Wealthfront’s Career-Launching Companies List for three years in a row.
We Are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request an accommodation.

National: The salary range for this position is $61,300- $113,900

This position is also eligible for bonus as part of the total compensation package.

Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge; skills; experience; and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and several programs that provide for both paid and unpaid time away from work.

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