Description

Role:

The IT Operations Manager has the overall responsibility of managing the staff and resources dedicated to maintaining daily IT operations related to the Credit Union's long-term business needs. The person in this role is responsible for leading the IT Service Desk daily operations while coordinating and monitoring network infrastructure, data centers, servers, communication systems, PCs, and end-user equipment to maintain user satisfaction.

Essential Functions & Responsibilities:

Manages IT Service Desk staff responsible for planning, testing, implementing, maintaining, and troubleshooting IT infrastructure, systems, hardware, and software. Is expected to be a technical expert of Gulf Winds’ utilized systems and processes.

Provides primary support of company’s network, data centers, servers, communications, and PCs which includes planning, testing, implementing, maintaining, and troubleshooting network/systems hardware/software. Interfaces with vendors as needed to ensure appropriate service levels are maintained.

Participates in short and long-range planning for the department to select and utilize appropriate technologies that meet the evolving needs of the Credit Union and its members.

Oversees maintenance and operation of hardware and software at the company’s disaster recovery site and provides technical support for disaster recovery testing.

Performs other job-related duties as assigned.

Performance Measurements:

1. Maintains a cohesive, technically trained, motivated, professional staff to meet the daily IT demands. Employing Information Technology Infrastructure Library (ITIL) standards, ensures TI Help Desk Service Level Agreement (SLA) standards compliance.

2. Ensures prompt response to and recovery from network and system related production interruptions across network infrastructure, hardware platforms, and associated technologies.

3. Anticipates network and system security risks and ensures adequate safeguards are maintained.

4. Manages the Gulf Winds TI Configuration Management Database (CMBD), monitors software lifecycle of operating systems and productivity suites that are in use in the production environment to ensure appropriate testing and upgrades are completed before End of Support (EoS) dates.

5. Monitors hardware lifecycles of network and data center devices to ensure that required firmware updates are completed to maintain system operating capabilities; and that replacements for End of Life (EoL) and EoS equipment are forecasted to minimize budgetary impact.

6. Develop recommendations for cost efficiencies, enhancements, and consolidation of products, pricing, and processes that are central to financial services operations.

7. Serves as front-line supervisor to TI Service Desk staff and applies professional experience to train, diversify, develop, and mentor team members to maximize their knowledge and skills.

8. Complies with all applicable rules, regulations, and policies; including but not limited to BSA, OFAC and Physical Security.

Knowledge and Skills:

Experience: Three to five years of similar or related experience.

Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: Ability to lead a Service Desk team during daily user support and troubleshooting events.

Superior customer relationship understanding including timely and insightful follow-up and complaint management.

Strong understanding of Information Security, especially server and desktop patching.

Extensive knowledge of Azure Active Directory, Office 365 email administration, ITIL Service Desk management, VMWare, and Windows Server administration.

Knowledge of routing, switching, firewalls, network protocols, and virtualization technologies.

Cisco and/or VMware certifications desired.

Microsoft Endpoint Manager (Intune) administration and JIRA experience is a plus.

Technical planning, project management and supervisory experience.

Demonstrated strong analytical and problem-solving skills.

Ability to work and travel independently and use general office equipment, give speeches and make presentations.

ITIL v3 Foundation certification required, or able to obtain within first six months.

Strong oral and written communication skills.

Physical Requirements: Must be able to lift computer and other equipment.

Must be able to crawl under desks or other furniture to install / inspect equipment or wiring.

Reasonable accommodations could be made should the need arise.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Gulf Winds is an Equal Opportunity Employer. Drug Free Workplace.