We are seeking an experienced IT Hardware Operations Manager for our client's IT hardware operations team. The ideal candidate will have a hands-on approach to overseeing all aspects of our hardware lifecycle. This includes managing a global inventory with a Just-in-Time (JIT) methodology, ensuring service level agreement (SLA) attainment, providing leadership for global Astreya team members, preparing supplier orders, end-user fulfillment, and identifying opportunities for efficiency and excellence in our operations.
Key Responsibilities
Service Delivery & Operations
- Oversee global IT hardware operations and ensure the timely fulfillment of all hardware orders and service tickets.
- [KPI] Guarantee strict adherence to and attainment of order and ticket SLAs.
- Manage the day-to-day activities of the hardware operations team, ensuring smooth and efficient workflows. Directly oversee all Astreya team members and provide insights on global hardware contractor team performance to regional leadership.
- [KPI] Create and manage hardware operations team schedules to ensure optimal coverage and support across all time zones.
- Operationalize hardware operations team members against bespoke and ad hoc project requirements as they are delivered by EUS leadership.
Inventory & Supply Chain Management
- Develop and manage a comprehensive hardware dashboard for order and inventory tracking.
- Actively manage and monitor global stock levels to ensure a lean, Just-in-Time (JIT) operation.
- [KPI] Prepare monthly hardware orders by analyzing current and historical demand trends to accurately forecast hardware needs.
- [KPI] Implement strategies to ensure we never run out of critical stock globally, preventing any disruption to business operations.
Reporting & Process Improvement
- Prepare and lead weekly, monthly, and quarterly business review reporting for senior leadership, providing insights into team performance, inventory status, and operational metrics.
- Proactively identify areas for process improvement within the hardware lifecycle and fulfillment process, and lead initiatives to drive efficiency and reduce costs.
- Develop and refine operational procedures to enhance service delivery and customer satisfaction.
Team Leadership & Management
- Provide direct day-to-day management, mentorship, and support to Astreya team members.
- Lead the recruitment and interviewing process for new team members, ensuring our client has access to reliable, consistent, top talent.
- Foster a collaborative and positive team environment focused on continuous improvement and operational excellence.
Qualifications
- Proven experience, at least 10+ years, in an IT operations or service delivery management role, with a focus on hardware.
- Strong background in inventory management, supply chain principles, and forecasting, preferably with experience in a JIT environment.
- Demonstrated experience in managing and leading a team, including performance management and scheduling.
- Expertise in SLA management and a track record of meeting or exceeding targets.
- Excellent analytical skills with the ability to generate and present detailed business reports.
- A strategic mindset with a passion for process improvement and operational efficiency.
- Strong interpersonal and communication skills, with the ability to collaborate effectively with team members, stakeholders, and suppliers.
Schedule
- This role is expected to be onsite at our client's office in New York City 5 days a week.
- Normal shift will be 40 hours per week, 8am - 5pm, dependent on project requirements outside of normal schedule.
- Occasional weekend and evening oversight will be required to confirm off-hours operations are executing as expected.
Salary Range$82,108.50 - $154,800.00 USD (Salary)
- Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
- Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees,including:- Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
- Dental provided through UHC
- Nationwide Vision provided by UHC
- Flexible Spending Account for Health & Dependent Care
- Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
- Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
- Corporate Wellness Program provided by Goomi Group
- Employee Assistance Program
- Wellness Days
401k Plan - Basic and Supplemental Life Insurance
- Short Term & Long Term Disability
- Critical Illness, Critical Hospital, and Voluntary Accident Insurance
- Tuition Reimbursement (available 6 months after start date, capped)
- Paid Time Off (accrued and prorated, maximum of 120 hours annually)
- Paid Holidays
- Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law
