IT Manager

IT OPERATIONS MANAGER

The IT Operations Manager will oversee the IT support team and ensure the smooth and efficient operation of all IT-related functions within the organization. This includes managing onsite technical support for end users, maintaining IT infrastructure, coordinating vendor relationships, and ensuring all IT services meet operational standards. The IT Operations Manager will be responsible for ensuring the alignment of IT support and infrastructure with business needs, leading a team of IT support specialists, and driving continuous improvement in IT services.

JOB DUTIES AND RESPONSIBILITIES:

Team Leadership and Management

• Lead, mentor, and manage the IT support team, ensuring efficient resolution of IT-related incidents and service requests.

• Act as the point of escalation for complex or unresolved issues, ensuring timely and effective solutions.

• Manage the scheduling and performance of team members, ensuring adequate coverage for onsite and remote support.

• Coordinate with other departments to ensure IT support is aligned with the business needs and objectives.

IT Support and Troubleshooting Oversight

• Ensure the IT support team delivers efficient and timely technical assistance for hardware, software, and network-related issues across the organization.

• Oversee troubleshooting efforts related to workstations, printing systems, IP phones, and other IT equipment, ensuring minimal downtime for the business.

• Maintain and enforce best practices for troubleshooting processes, ensuring the team meets service level agreements (SLAs).

Infrastructure and Systems Management

• Oversee the configuration, installation, and maintenance of IT hardware and software across the organization.

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• Ensure all scheduled backups are running properly and that systems are continuously monitored for performance, availability, and security.

• Oversee the management and regular updating of IT inventory, including hardware and software assets.

Vendor Coordination and Management

• Coordinate with IT vendors for equipment warranty claims, third-party maintenance, and service agreements.

• Manage relationships with vendors and service providers to ensure quality service delivery and cost efficiency.

Operational Strategy and Improvement

• Develop and implement IT strategies to improve operational efficiency, including enhancing support services, minimizing downtime, and optimizing resources.

• Drive initiatives for continuous improvement within the IT support function, ensuring the team stays updated on the latest technologies and best practices.

• Ensure IT policies, procedures, and infrastructure are aligned with company standards and regulations.

User and System Administration Management

• Oversee user administration tasks (e.g., creating, editing, deleting users, and password resets) and ensure compliance with access management policies.

• Maintain infrastructure monitoring tools and ensure adherence to company policies and ITIL processes.

Project Management and IT Initiatives

• Manage IT infrastructure projects as directed by senior management, ensuring they are delivered on time and within budget.

• Collaborate with other business units to ensure IT projects align with the company's objectives and are completed with minimal disruption.

Budget and Financial Management

• Manage the IT department's budget, ensuring that all expenditures are aligned with company goals and IT strategy.

• Collaborate with senior management to plan and allocate resources for IT projects, equipment, and operational costs.

• Monitor and control costs related to IT services, ensuring cost-effective solutions are implemented while maintaining quality service delivery.

Client Management and Communication

• Attend meetings with clients to understand their IT needs and ensure that IT solutions align with client expectations and business requirements.

• Build and maintain strong client relationships, providing updates and ensuring the IT department meets service level expectations.

• Communicate effectively with clients, gathering feedback to continuously improve IT services and support.

Reporting and Documentation

• Ensure accurate and timely reporting on IT support performance, system health, and ongoing projects to management.

• Maintain high-quality technical documentation and ensure it is up-to-date for all IT systems, support operations, and infrastructure.

Other Responsibilities

• Oversee IT operations during after-hours support or critical incidents.

• Ensure team compliance with service management practices, including incident, problem, and change management.

QUALIFICATIONS:

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Engineering, or a related field.

• Proven experience in IT operations management or similar leadership roles.

• Strong knowledge of various operating systems (Windows, Linux, macOS) and IT support tools.

• Extensive experience with IT infrastructure management, including servers, networks, and software installations.

• Knowledge of ITIL practices and principles is a plus.

• Experience with IT vendor management and contract negotiations.

• Strong leadership skills with the ability to manage and motivate a team.

• Experience managing budgets and financial resources within an IT department.

• Excellent communication, problem-solving, and critical thinking skills.

Preferred Qualifications:

• IT certifications (e.g., ITIL, PMP, CompTIA, or Microsoft certifications) are a plus.

• Hands-on experience with cloud platforms, virtualization, and network management tools.

• Prior experience managing an IT support or helpdesk team.

Personal Qualities

• High level of integrity and professionalism.

• Strong work ethic and willingness to take on new challenges.

• Must be able to lift at least 25 pounds as a physical requirement.

Working Environment:

• Willingness to work on a hybrid setup or onsite as necessary.

• Availability for after-hours support, including weekends and holidays, in case of emergencies.

• Willing to travel either locally or internationally.