IT Operations Manager

The IT Operations Manager is responsible for all aspects of IT Infrastructure and end user support, including Laptops, Desktops, Mobile devices, Networks, Virtualization, Storage, Servers, Active Directory, File and Print Services, Email, Phones, and other physical and supporting services, and associated security policies.

The IT Operations function is also responsible for the Help Desk process, supporting end users for most issues and collaborating with the IT Business Analysts to support other specialized applications, databases and reporting systems.

Responsibilities:

Operations Management

• Develop and implement projects with business owners and vendors, focusing on delivering technical solutions within timelines and budgets.
• Develop and maintain a strategic infrastructure plan including Storage, Compute, Backup, Network, and Cloud components.
• Plan, manage and track the IT Operations Budget, Spend, Licensing, Warranties, and Service Agreements.
• Manage, Coach and Mentor the IT Operations Specialist to provide support and deliver projects.
• Plan and execute appropriate career development for IT Operations, in line with the Strategic Plan.
• Collaborate with other management throughout the company to most effectively deliver the support and services needed.

Audit and Controls

• Continually audit the IT security structures and policies and ensure effective design and compliance, including, but not limited to, Active Directory, GPOs, groups, folders, users and servers.
• Ensure continuity and stability of IT systems through risk management, business continuity and DR planning, rigorous backup practices, and audits.
• Work with selected vendors to perform regular audits of Mezzetta technology silos, prioritize and remediate issues as required.

Maintain and Support

• Continually develop automated applications to streamline management or helpdesk processes.
• Ensure reliable and ready access to all IT resources, including; applications, workstations, printers, phones, email, servers and network resources.
• Effectively, consistently, and repeatedly deploy PC/Mac systems and services.
• Ensure proper triage, prioritization, and execution of help desk tickets and the proper use of the ticketing system across the IT team.
• Deploy, install, upgrade, support, and manage common desktop software.
• Work closely with IT Analysts both providing supporting services for their applications and escalating tickets to them as appropriate.

Other Responsibilities

• Effectively leverage outside resources to achieve company objectives, bringing in specialists or on-call consultants to provide solutions where we do not have sufficient in-house skills, experience or bandwidth.
• Perform occasional off-hours support, upgrades and changes to systems as needed.
• Collaborate on broader IT projects, missions and goals.
• Execute projects using appropriate project initiation, execution, and reporting tools and practices to ensure on time, and on budget deliveries of significant work.
• Develop, track, and manage budgets as well as capital and expense procurement processes.
• Continually improve internal IT documentation and procedures to ensure consistency, information sharing and cross-training within the IT team.
• Contribute to the company as a driver of strategy, manager of people, and hands-on contributor.

Requirements:

• Minimum 10 years’ experience in IT Operations
• Four years of college or equivalent post-high school education or equivalent experience
• Azure cloud services, Microsoft O365, Cisco Meraki and Windows Server OS experience required. Experience in IT Operations in Mid-Size or larger companies
• Able to balance multiple priorities and workloads and deliver solid results
• Knowledge of information technology computer systems and software and the ability to manage the entire spectrum of infrastructure operations
• Experience with most of the following (some gaps can be filled by staff or outside consultants): Microsoft Server, Active Directory, Cisco Meraki networking and wireless, Virtualization using Hyper-V and Azure Virtual Machines.
• Experience with Microsoft Intune for machine and software deployment and Zendesk for ticket prioritization/management.
• Ability to work a flexible schedule when needed
• Excellent critical thinking and troubleshooting skills
• Previous people management experience
• Familiarity with Macintosh in a PC environment preferred