I.T. Operations Manager

Job DescriptionJob Description

The IT Operations Manager will oversee and manage day-to-day responsibilities of our IT operations, including infrastructure, data center operations, cloud and on-premise applications, end-user support, cybersecurity, vulnerability assessment and management and IT compliance. The candidate will also be responsible for managing hyperconverged infrastructure, VMWare, backup and recovery solutions, and Microsoft 365, SharePoint, and Teams environments. This role requires a proactive operations leader with extensive technical expertise and a strategic mindset.

IT Operations Management

· Oversee the day-to-day IT operations to ensure stability and efficiency of all IT systems and services.

· Enforce IT policies and procedures to improve operational effectiveness and compliance.

· Manage and monitor IT infrastructure and systems, responding to, and investigating alerts as outlined in IT policy.

· Work with CID to manage assigned IT projects.

· Collaborate with CID for fiscal responsibility and oversight for IT operations services.

· Manage by metrics - Establish effective tools and key measures to manage and monitor departmental performance and ensure goals are met.

· Exercises independent judgment to make critical decisions and maintains a proactive approach.

· Other duties as assigned by the CID.

· Infrastructure Management

· Manage and optimize IT infrastructure, including hyperconverged infrastructure solutions, network, server, voice {telephony) and storage systems.

· Ensure optimal scaling, performance, and reliability of all infrastructure components.

· Troubleshoot and resolve infrastructure and systems issues.

· Plan, implement and monitor upgrades, patches, and enhancements to infrastructure systems to mitigate vulnerabilities and manage performance and risk.

· Datacenter Operations

· Manage data center operations, including planning, monitoring performance, ensuring up time, and overseeing maintenance of all datacenter components, systems, and services.

· Coordinate with·3rd party vendors for datacenter services and support.

· Develop and manage backup and recovery solutions to safeguard data and ensure business continuity­ includes management and operation of an alternate recovery facility.

· Comply with and support company SOC1/SOC2 requirements.

· Applications Infrastructure Support

· Oversee the deployment and management of IT access, applications-infrastructure, and services.

· Administer Microsoft 365 applications including SharePoint, and Teams, including secure user management, and configuration in alignment with business policies.

· In collaboration with the Business Application Team, Ensure appropriate role-based access {least privilege), seamless integration and performance of applications.

· Manage infrastructure Application licensing, Support, and related vendor relationships.

· End-User Support

· Lead and manage the end-user support team to deliver high-quality technical support and assistance.

· Maintain a case-management system, procedures and knowledgebase to improve service efficiency.

· Cybersecurity, IT Policy and Compliance.

· Ensure IT operations and systems comply with organizational policies and procedures, industry regulations, and compliance standards and best practices.

· Monitor and respond to vulnerability and cybersecurity threats and incidents.

· Conduct regular audits and assessments to maintain compliance.

· Conduct periodic vulnerability assessments, evaluate risk, plan and implement mitigating measures.

· Stay informed on relevant laws and regulations affecting IT operations.

· Understand and observe all safety rules and regulations.

· Performs other related duties as assigned.

ESSENTIAL SKILLS AND EXPERIENCE

· Over five years of proven experience in IT Operations management with a strong understanding of related platforms, voice and data infrastructure, cloud services, and end-user support in a business services organization with data privacy, regulatory and compliance requirements.

· Hands-on experience with hyperconverged infrastructure, VMWare, backup and recovery solutions, and Microsoft 365, SharePoint, and Teams.

· Thorough knowledge of IT trends, computer systems and software and the ability to build business partnerships to ensure the successful implementation of IT initiatives.

· Strong written and oral communication skills with the ability to build strong relationships across a wide spectrum of internal and external parties including executive leadership.

· In-depth knowledge of cybersecurity practices and compliance requirements.

· Strong leadership, communication, and problem-solving skills.

· Ability to manage multiple projects and priorities in a high-transactional environmen.t.

· Knowledge of relevant IT policies, regulations, and best practices.

· Bachelor's degree in information technology, or a related field. IT certifications (e.g., PMP, ITIL, CISSP) are advantageous.

· Professional demeanor and good communication skills with the ability to work well with others in a fast-paced environment.

· Demonstrates strong organizational skills (record keeping, time management, follow up, etc.).

· Strong verbal and written communication skills.

· Excellent attention to detail and sense of urgency, ability to prioritize with an emphasis on quality and accuracy of work.

· Strong interpersonal and customer service skills required.

· Ability to multi-task, prioritize and deal with interruptions while meeting timely deadlines.

BENEFICIAL SKILLS AND EXPERIENCE

· Experience with cloud platforms (e.g., AWS, Azure, Google Cloud).

· Familiarity with IT management and monitoring tools.

· Experience in budgeting and resource management for IT projects.

· Team management and development.

· Strong interpersonal communication and relational skills with proven ability to lead, inspire, mentor, develop and motivate a team of IT professionals to produce quality services and results within tight timeframes.

· Ability to participate in and facilitate group meetings.