IT Operations Manager

Weidenhammer • Wyomissing, PA

91d

About The Position

The IT Operations Manager is responsible for the managed services team, data center technical support, service desk and project functions delivered by the services team. The position requires skills in network management, vendor management, team, and project management, and understanding of business objectives and needs. The IT Operations Manager supervises the daily activities of the Service Desk Team that supports the Cloud and Infrastructure division within Weidenhammer. These team members are the first line of support for all Cloud and Infrastructure clients. This role is responsible for managing a team of resources who provide first and second level support for inbound support cases. In addition, this role supervises all case queue activity across the division and works with team members and their respective managers to ensure all cases are completed within Cloud and Infrastructure’s Service Level Objectives and in accordance with our client experience expectations.

Requirements

• Demonstrated knowledge of PCs, operating systems, applications, networks, and hardware concepts.
• In-depth knowledge of general business function(s) and business operations.
• Proficient with a wide range of technologies (Microsoft, VMWare, Network Fundamentals, etc.) to effectively lead a technical team.
• Customer focused.
• Understanding of IT processes and procedures concepts.
• Excellent troubleshooting capabilities.
• Strong analytical and problem-solving ability to effectively prioritize and execute tasks.
• Strong written and oral communication skills are required.
• Highly self-motivated and directed with keen attention to details.
• Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner.
• Ability to plan and to meet short turnaround deadlines.
• Strong Thought Leadership and Project Management and Awareness Skills.

Responsibilities

• Ensure the efficient and consistent operation of all operations related activities in a Managed Service Provider capacity.
• Ensure successful achievement of all requirements of standard IT operations and support activities and duties.
• Identify and apply appropriate management frameworks to various components of operations and service delivery.
• Integrate all operational activities, labor resources, and tools into one cohesive service delivery environment.
• Ensure standard processes are developed when needed and always followed.
• Project oversight for services projects sourcing from the managed services team.
• Manage support staff across data center footprint and is directly responsible for the 24 X 7 monitoring and operations of client managed environments.
• Initiate and foster business partnerships with clients, vendors, engineering teams.
• Supervise team activities and daily, weekly, monthly routines to ensure Level 1 and Level 2 service levels are maintained.
• Resource management including reviews and performance plans.
• Assist in hiring and maintaining appropriate staffing levels to meet the objectives of the department.
• Maintain technical acumen around core solutions and services and ensure that we promote the education, training, and where necessary, certifications of team members.
• Assist in establishing policies and procedures that align with the organization’s overall goals and objectives.
• Ensure change management procedures are adhered to and advertised to the team.
• Participate in regulatory audits and client responses.
• Assist in monitoring and management of performance metrics to client accounts.
• Work with team to consistently strive for improvement in performance of support and administrative activities.
• Assist with the technical design relative to core infrastructure upgrades, expansion, and technology shifts.
• Assist in sales development opportunities.
• Assist with new partner relationship opportunities.
• Management representative to clients on a day-to-day basis.
• Contribute to the department objectives for revenue attainment and profitability.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees