Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Position Summary:

This is a hybrid position located in Austin, Texas.

Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation and must be able to obtain post-hire clearance from the Committee on Foreign Investments in the U.S. (CFIUS) and Department of Justice

The Operations Support Manager will be responsible for leading the Level 2 support team for North America (NORAM) to include Law Enforcement and Driver’s License customers. The Operations Support Manager will ensure programs are aligned to organizational objectives as well as provide the highest levels of customer satisfaction.

The Level 2 support team handles escalations and solution technical issues post-deployment. The L2 team is a rapid response, skilled group leading and managing outages and difficult customer problems. The Operations Support Manager defines and enforces processes from response to post-mortem while managing relationship with a variety of stakeholders.

The technical solutions supported include extended hours for state Driver’s Licensing and possible 24x7 for some Law Enforcement solutions

Key Areas of Responsibilities:

Lead team to success:

• Lead the Level 2 support team to be focused on customer service level agreements and satisfaction by building high performing teams to deliver according to customer statement of works

• Coach, motivate and inspire support team members to achieve and exceed performance results

Consultant to business:

• Ensure L2 support team performs daily functions to include preventative maintenance, troubleshooting applicable operating systems and network environments including customer onsite visits and remote.

• Ensure tickets (ServiceNow and Jira) are detailed and thoroughly filled out with summary and technician instructions, logs and screen shots

• Management and administration of ServiceNow/ticketing system

• Manage and communicate outages ensuring tickets are managed and owned to completion

• Compile detailed timelines to include operational impact and technical assessment for high severity issues

• Report and track unresolvable issues, mitigation steps, best practices and investigations of failure

• Participate in all critical and high severity issues offering support, attend war room meetings, and provide analysis to appropriate team (IT, DBA, Networking, Dev, etc for resolution

• Assist with Root Cause Analysis and post mortem reviews

Ensures program strategic objectives are met:

• Oversee ServiceNow and JIRA tickets to closure and review ticket dashboards to address gaps and trends and develop action plans to address

• Manage and monitor Service Level Agreements for response and resolution based on each customer to ensure L2 support team members meet or exceed expectations

• Lead the team in achieving annual financial targets

• Work with other leaders Support and Maintenance (S&M) project delivery strategies and play a leading role in assessing and mitigating risk and maximizing opportunities

Operational Management:

• Partner with cross-functional leaders to identify opportunities to drive continual improvements

• Lead team on customer satisfaction initiatives and guide the team on methods to improve customer satisfaction scores

• Coordinates with Supply Chain within the scope of Services including material planning, order fulfillment, and logistics

• Provides guidance for problem resolution, change, and logistics flow management

• Provide leadership in change management programs for technical and non-technical support and maintenance initiatives

Minimum Requirements:

• Bachelor’s degree from a four-year university in related field (Computer Science, Computer Networking, IT Systems) or 6 years of relevant exempt experience in lieu of a degree

• At least 8 years of experience in a Technical Service Management role showing evidence of coaching and developing employees

• 8 + years of systems administration experience

• At least 5 years of experience implementing technical process improvements for a global organization

• Prior experience interacting directly with customers to manage service level agreements (SLAs)

• Prior experience communicating pertinent and technical information to external and internal customers and other stakeholders on a regular basis

• Excellent Team player with proven ability to accomplish goals through collaboration

• Ability to operate effectively and autonomously across multiple teams in situations of ambiguity leveraging problem solving skills and a willingness to learn with only high-level direction

• Prior experience managing a support team that uses a ticketing system, like ServiceNow or similar

• Demonstrated experience with after-hours support during critical severities (outages) for a 24/7 team

Preferred Qualifications:

• 3 + years in managing of law enforcement and/ or driver license technical solutions

• Certification in ITIL, ISO/IEC 20000

• Experience with standard networking protocols Knowledge

Special Position Requirements

• Travel 20-30% to Thales sites in NORAM

#LI-Hybrid

#LI-RG1

This position will require successfully completing a post-offer background check. Qualified candidates with (a) criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.