IT Operations Manager

Description: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/ObjectiveThe 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 Infrastructures Service Level Objectives and in accordance with our client experience expectations.Essential FunctionsShall be responsible for ensuring the efficient and consistent operation of all operations related activities in a Managed Service Provider capacityEnsure successful achievement of all requirements of standard IT operations and support activities and dutiesIdentify and apply appropriate management frameworks to various components of operations and service deliveryIntegrate all operational activities, labor resources, and tools into one cohesive service delivery environmentEnsure 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 teamManage 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 outagesInitiate and foster business partnerships with clients, vendors, engineering teamsSupervise team activities and daily, weekly, monthly routines to ensure Level 1 and Level 2 service levels are maintainedResource management including reviews and performance plansAs required and determined by workload assist in hiring and maintaining appropriate staffing levels to meet the objectives of the departmentMaintain technical acumen around core solutions and services and ensure that we promote the education, training, and where necessary, certifications of team membersAssist in establishing policies and procedures that align with the organizations overall goals and objectives. Ensure the implementation of standards of performance and make policy changes as neededEnsure change management procedures are adhered to and advertised to the teamParticipate 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 activitiesAssist with the technical design relative to core infrastructure upgrades, expansion, and technology shiftsAssist in sales development opportunitiesAssist with new partner relationship opportunitiesManagement representative to clients on a day-to-day basisContribute to the department objectives for revenue attainment and profitability.Requirements:Competencies Demonstrated, knowledge of PCs, 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 SkillsSupervisory ResponsibilityTeam 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 Bachelors or masters degree in technical or business disciplines, or related experience Minimum of 6 years related IT and Leadership experiencePI12edf20096e1-29952-38661629 #True