IT Department Operations Manager

3 weeks ago

Wilmington, Ohio, United States Connection Full time

Overview:

As an IT Department Operations Manager at Connection, you will play a crucial role in ensuring seamless technical services operations. Reporting directly to the Director, Technical Services Operations, you will work independently, referring only exceptional problems and issues for management review or approval. Your primary focus will be identifying, planning, and executing the needs of the technical services departments. Through daily interactions, you will support technical services to guarantee that Service Level Agreements (SLAs) are met and quality is maintained at the required levels to meet customer needs.

Our Mission:

We are committed to delivering exceptional IT solutions that drive business growth and improve customer satisfaction. As a key member of our team, you will be responsible for managing the day-to-day operations of our technical services departments, ensuring that all procedures are followed around quality, SLAs, pre-production scheduling, and operations. You will also be responsible for overseeing daily configuration operations, developing new workflows and procedures as necessary, and ensuring that all capacity and scheduling are adhered to.

Responsibilities:

  • Provide direction and daily support to the technical service team, serving as a subject matter expert (SME) on department applications.
  • Ensure all procedures are being followed around quality, SLAs, pre-production scheduling, and operations.
  • Oversee daily configuration operations.
  • Develop new workflows and procedures as necessary to ensure all work is being performed at optimal levels.
  • Ensure all capacity and scheduling are being adhered to.
  • Identify, source, and procure the necessary tools for the staff.
  • Manage the training requirements of the departments.
  • Manage the departmental budget.
  • Mentor the supervisors and oversee daily activity.
  • Provide ongoing performance feedback, facilitate professional development, and complete annual performance evaluations of supervisors.
  • Manage and initiate all Standard Operating Procedure improvements, LEAN deployments, and Six Sigma initiatives.
  • Develop and maintain the Lean Process Initiatives.
  • Develop and maintain Six Sigma Methodologies for continuous improvement in the Lab.
  • Review the departmental KPI data.
  • Monitor the Quality output to ensure the team is meeting the set standard goals.
  • Serve as a member of the Quality Steering team.
  • Assist the Director in documenting projects using tools such as Word, Project, and PowerPoint.
  • Facilitate cross-departmental communication and growth.
  • Assist the Director in strategic planning for continuous improvements and new technology for TIDC.
  • Assist the Director in developing new tools to increase capacity and scheduling within Technical Services departments.
  • Assist in planning for business demand growth and market opportunities.
  • Review and evaluate analytics to adjust or compensate for un-forecasted business demands.
  • Provide support to Supervisors and the department director.
  • Assist Supervisors with staff management by providing regular guidance and reviewing annual performance evaluations.
  • Step in to work with Lead Technicians and Coordinators to ensure successful completion of departmental work in the absence of a Supervisor.
  • Work with other Managers to ensure all tasks are done successfully in the absence of the Director.
  • Provide all departmental reports and data.
  • Perform all other duties or special projects as assigned.

What We Offer:

As an IT Department Operations Manager at Connection, you will enjoy a competitive salary ranging from $80,000 to $103,000 per year, depending on experience. We offer a comprehensive benefits package, including medical insurance, 401(k) plans, and a generous paid time off package. You will also enjoy access to free therapy visits, mental health coaching, and meditation resources to support your emotional wellbeing. Our company culture values teamwork, innovation, and continuous improvement, and we encourage you to share your ideas and experiences with our team.

Requirements:

  • Bachelor's Degree or equivalent education and work experience.
  • Intermediate to advanced level knowledge of Microsoft Office products.
  • Strong knowledge of corporate technology tools such as JD Edwards, PSN, Call Tracker.
  • Knowledge of the E1 application Suite.
  • Knowledge of report generation tools (Pareto, KPI, MDI).
  • Knowledge of workflow engine tools and concepts.
  • Attention to detail in composing, keying, and proofing professional business materials.
  • Project management skills with ability to assist with project scheduling, understanding Technical Services workflow.
  • Strong understanding of and working knowledge of the value-added technology industry.
  • General business knowledge with ability to assist customers in improving their business goals by delivering high-quality IT solutions.
  • Proficient in the development of technical documents to ensure all technicians have required information to perform image builds.
  • Experience with Lean Process Implementation (Standard Operating Guides).
  • Working knowledge of Six Sigma methodology (Continuous Improvement).
  • Working knowledge of BPM (Business Process Management).

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