IT Operations Manager

The IT Operations Manager is responsible for the managed services team, data center technical support, service desk and project functions delivered by the services team. The position requires skills in network management, vendor management, team, and project management, and understanding of business objectives and needs.

Summary/Objective
The IT Operations Manager supervises the daily activities of the Service Desk Team that supports the Cloud and Infrastructure division within Weidenhammer. These team members are the first line of support for all Cloud and Infrastructure clients. This role is responsible for managing a team of resources who provide first and second level support for inbound support cases. In addition, this role supervises all case queue activity across the division and works with team members and their respective managers to ensure all cases are completed within Cloud and Infrastructure's Service Level Objectives and in accordance with our client experience expectations.

Essential Functions

• Shall be responsible for ensuring the efficient and consistent operation of all operations related activities in a Managed Service Provider capacity
• Ensure successful achievement of all requirements of standard IT operations and support activities and duties
• Identify and apply appropriate management frameworks to various components of operations and service delivery
• Integrate all operational activities, labor resources, and tools into one cohesive service delivery environment
• Ensure standard processes are developed when needed and always followed. Existing processes are established for change and configuration control and management, security patches, and system builds; review and update these when the need is identified.
• Project oversight for services projects sourcing from the managed services team
• Manage support staff across data center footprint and is directly responsible for the 24 X 7 monitoring and operations of client managed environments, support of critical applications and providing leadership during major system outages
• Initiate and foster business partnerships with clients, vendors, engineering teams
• Supervise team activities and daily, weekly, monthly routines to ensure Level 1 and Level 2 service levels are maintained
• Resource management including reviews and performance plans
• As required and determined by workload assist in hiring and maintaining appropriate staffing levels to meet the objectives of the department
• Maintain technical acumen around core solutions and services and ensure that we promote the education, training, and where necessary, certifications of team members
• Assist in establishing policies and procedures that align with the organization's overall goals and objectives. Ensure the implementation of standards of performance and make policy changes as needed
• Ensure change management procedures are adhered to and advertised to the team
• Participate in regulatory audits and client responses; preparation and involvement in exercises, i.e., SOC-1, SOC-2, etc.
• Assist in monitoring and management of performance metrics to client accounts, timely reporting, involvement in status reviews as necessary, case reporting metrics, etc.
• Work with team to consistently strive for improvement in performance of support and administrative activities
• Assist with the technical design relative to core infrastructure upgrades, expansion, and technology shifts
• Assist in sales development opportunities
• Assist with new partner relationship opportunities
• Management representative to clients on a day-to-day basis

Contribute to the department objectives for revenue attainment and profitability.

Competencies

Demonstrated, knowledge of PC's, operating systems, applications, networks, and hardware concepts

In-depth knowledge of general business function(s) and business operations

Proficient with wide range of technologies (Microsoft, VMWare, Network Fundamentals, etc.) to effectively lead a technical team

Customer focused

Understanding of IT processes and procedures concepts

Excellent troubleshooting capabilities

Strong analytical and problem-solving ability to effectively prioritize and execute tasks

Strong written and oral communication skills are required

Highly self-motivated and directed with keen attention to details

Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner

Ability to plan and to meet short turnaround deadlines

Strong Thought Leadership and Project Management and Awareness Skills

Supervisory Responsibility

Team Members include Service Desk Analysts I, Service Desk Analysts II, Lead Service Desk Analysts, System Administrators, System Engineers, and other related Network and Systems technologists and consultants.

Required Education and Experience

Bachelor's or master's degree in technical or business disciplines, or related experience

Minimum of 6 years related IT and Leadership experience

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