Information Technology Operations Manager/Director

Our client is looking for an energetic IT leader to oversee day-to-day IT operations and infrastructure management. This person will guide a technical team along with several vendor partners responsible for designing, testing, implementing, and supporting our enterprise IT infrastructure. This includes the data centers, Microsoft 365, Cisco networks, Windows servers, VoIP, VDI environment, and windows desktop endpoints.

This person should have strong project management and communication skills. The position requires a self-motivated, organized, and data driven technical leader. ITIL discipline and experience is a significant plus.

This leader will work closely with decision makers in other departments to identify system capacity, availability, and recoverability requirements in order to recommend, develop, implement, and support cost-effective architectures for the management of critical enterprise data. They will ensure high levels of data quality and application availability while containing costs. This individual will also evaluate new projects and applications to determine the infrastructure necessary to support them.

Essential Responsibilities:

• Lead, coach and develop a team
• Manage multiple vendors, monitor invoicing, contracts, and SLAs
• Communicate and coordinate effectively across the enterprise to ensure collaboration and quality service delivery
• Maintain IT Operations operating and capital budget
• Coordinate and ensure IT service maintenance while balancing system availability
• Incident management (research, identify, track, and communicate incidents and problems within purview)
• Establish and maintain proactive system and enterprise network monitoring
• Identify key reports providing metrics for IT services (system availability, incident management, problem management)
• Establish appropriate SLAs and metrics to measure and report regularly
• Enforce ITIL discipline within the group, department, and organization with special focus on Incident Management, Change Management, Problem Management, Capacity Planning, Knowledge Management, and CMDB
• Work with vendors to determine “out-of-box” solutions where appropriate
• Establish minimal hardware/software standards that provide effective solutions based on roles and responsibilities of users
• Develop, test, and maintain a proven disaster recovery/business continuity planning solution
• Work closely with Information Security expert(s) to insure security of enterprise
• Organize and prioritize assigned tasks within department to meet established schedules, timeliness, and/or deadlines

Requirements:

• 5 years of relevant leadership experience and/or college or advanced degree in IT/MIS
• Strong technical proficiency with Microsoft Active Directory and related technologies
• Strong technical proficiency with Microsoft 365
• Proven tenure working to provide critical IT services
• ITIL knowledge and experience a major plus
• Experience and technical understanding of the following:
• Data networking
• Cloud Services
• Microsoft Windows
• Microsoft 365 Tenant Management
• Microsoft 365 Products (Email, OneDrive, SharePoint, Teams, etc.)
• Endpoint management
• Data center operations
• VoIP/UCaaS solutions
• Virtual Desktop solutions
• Information security
• Networking, including WiFi and SD-WAN
• VPN