Manager, IT Service Operations

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This job contributes to REI’s success by leading and optimizing our technology support operations across multiple teams. This role involves direct management of internal full‑time employees (FTEs) and strategic oversight of a Managed Service Provider (MSP) to ensure efficient, high‑quality, and reliable IT support services for the entire organization. In addition, this role provides direction to the team, establishes work priorities, and evaluates proposed solutions to ensure that technology contributes to the achievement of the division’s business objectives.

The position encourages a culture of continuous improvement, using lean methodologies, and is responsible for ensuring a cohesive and effective technology support experience for internal employees, contractors, business partners, and external vendors. Models and acts in accordance with REI’s guiding values and mission.

• Directly manage, mentor, and develop internal IT support staff (FTEs), fostering a culture of continuous improvement, customer service excellence, and technical proficiency.
• Identifies and communicates key responsibilities and practices to ensure the organization promotes a successful attitude, confidence in leadership, and teamwork to achieve business results.
• Supports the implementation of company programs, procedures, methods and practices to promote REI key messages.
• Challenges and inspires employees to achieve business results, instilling a continuous improvement mindset.
• Ensures employees adhere to legal and operational compliance requirements.
• Oversees training and development of employees directly and indirectly managed and makes effective staffing decisions.
• Conducts and ensures the completion of performance reviews.
• Provides coaching, direction and leadership support to employees in order to achieve department, company and customer results.
• Establishes and maintains visibility within the department.
• Monitors operational statistics, reports trends, variances and issues, and takes appropriate action.

• Oversees Tier 1 technical support teams and technicians to identify, prioritize and resolve problems with technology products and services in a timely manner. Ensures that all phases of support are coordinated, monitored, logged, tracked, and that service requests are resolved appropriately or escalated for resolution to second and third-level support staff.
• Creates support structures to ensure that adequate technical support for end users and retail stores is maintained at all times. Ensures that required technical tools and training are available to the staff providing support.
• Primary points of contact and governance leader for the MSP relationship for Service Operations, including quality control, escalation, collaboration, and training.
• Ensures seamless integration between internal support processes and the services provided by the MSP.
• Drives improvements into production operations and ensures program runs as an industry best practice.
• Prepares budget recommendations for staffing needs, costs of equipment and tools, maintenance, and future projects.
• Responsible for ensuring high priority incidents are addressed within SLA.
• Responsible for improving service monitoring and alerts, and striving to deliver industry best practice.
• Coordinates the effort with other vendor support teams as required.
• Establishes and implements service desk policies, procedures, standards and service level agreements.
• Monitors and analyzes data to ensure support of current service level needs and to anticipate future needs.
• Oversees maintenance and integrity of service desk software documenting reported incidents, troubleshooting and problem resolution.
• Analyzes incident reports and logs for trends and ongoing issues. Collaborates and coordinates with other IT departments and disciplines to resolve continuing problems and ensure that the latest methodology is being used to address user service needs.
• Provides system evaluation reports to facilitate informed decision max`king and continuous improvement to IT services and…