Role Objectives
The IT Operations Manager is responsible for leading the day-to-day IT operations, ensuring the delivery of reliable, secure, and efficient IT services that support business operations. The role oversees IT service delivery, infrastructure support, asset management, and technical support teams while driving operational excellence, continuous improvement, and high levels of end-user satisfaction.
Roles & Responsibilities:
- Manages the day-to-day information technology operations; oversees the IT service desk and user support, maintenance, monitoring and troubleshooting of the Organization computer systems including desktops, networks, security, audio-visual and telecommunications.
- Provide overall direction for the technical support team members.
- Develop a strategy and offer a model for technical support across all offerings and solutions.
- Assist direct reports in the attainment of individual goals.
- Ensure the delivery of high-quality IT support services that meet agreed service levels and business needs.
- Maintain a system and develop strategies to improve on-call support.
- Manage and maintain an updated asset management database and physical inventory levels remain monitored and replenished when necessary.
- Remain abreast of best practices and industry standards for continuous improvement of the Service Desk and its catalog.
- Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
- Preserve assets, information security and control structures.
- Act as the day-to-day primary point of contact for client escalation points.
- Build strong relationships with internal stakeholders to understand current and future technology support needs.
- Mentor, motivate, and develop staff and serve as a resource to them to facilitate professional development.
- Drive timely identification, investigation, resolution, root cause analysis and replication of technical issues.
REQUIRED EDUCATION, KNOWLEDGE, AND SKILLS
- 8+ years of experience in supporting a wide range of PC hardware and software, local area networks (LANs), data and voice communication applications, and a demonstrated understanding of related computer systems and office applications.
- 2+ years' experience in the management of projects, including people, resources, etc., customer relations, and computers.
- Knowledge of hardware, such as cabling (fiber and wire), wireless products and desktop systems.
- Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.
- Strong background in computers, networks, and applications
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
