IT Operations Manager – Enterprise Tools & Systems

Overview

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.

• Manage and perform oversight of the selected BPO partner that administers, maintains, and supports enterprise systems, email, and collaboration tools (e.g., Active Directory, Microsoft 365, Okta).
• 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 and problems and provide recommendations to eliminate or reduce them.
• Facilitate management and resolution of complex incidents and problems, engaging other IT teams and vendors as needed.
• Perform root‑cause analysis follow‑up, thoroughly document RCA details, and make improvement recommendations.
• Participate in Disaster Recovery and IT Business Continuity processes and policies.
• Ensure creation and maintenance of technical and end‑user support documentation.
• Ensure the internal and BPO team meets technical and business SLAs.
• Mentor and lead associates to become a highly effective IT team.
• Develop and lead associates to build a high‑performing, accountable, and engaged application support organization.

• Bachelor’s degree in business, Information Technology, related degree, or equivalent experience.
• 6+ years of IT Operations experience (support, maintenance, and administration).
• 3+ years of managing a team.
• 3+ years of 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).
• 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.

• 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 Service Now and JIRA.
• Experience managing and supporting Cloud and SaaS products.

Family Dollar is an equal‑opportunity employer and is committed to recruiting, hiring, training, and promoting qualified people of all backgrounds. We comply with the Americans with Disabilities Act (ADA) and provide reasonable accommodations to qualified individuals with disabilities.