IT Operations Manager

L.N. Curtis•Walnut Creek, CA

28d•$136,000 - $156,000

About The Position

The IT Operations Manager role is to oversee and manage all IT Operations activity and personnel within the IT Department. The role establishes and maintains the critical company IT infrastructure while providing end-user support on all systems, applications and devices. Enterprise business and web applications are handled by a different team within IT. Curtis IT Infrastructure The IT Operations Manager takes full responsibility for the establishment and maintenance of the company's IT infrastructure ensuring all components are running smoothly, securely and with high availability. This includes planning, developing, installing, configuring, maintaining, supporting and optimizing all infrastructure components. Physical equipment: Data circuits for Internet and inter-office connectivity for 10 offices Cisco/Meraki switches and routers for all locations SonicWall firewalls for all locations Ethernet cabling for all locations Uninterruptible Power Supply (UPS) systems at all locations Wireless Access Points Kyocera networked office copiers Windows desktops, laptops and all peripherals for staff Networking: Cisco/Meraki switches VPN connectivity Meraki WAPs Microsoft Active Directory Enterprise applications: Monitoring and alerting services Microsoft O365 services Freshdesk user ticketing solution Okta Single-Sign-On (SSO) service Cybersecurity: Required procedures and processes to pass annual audits Intrusion detection systems ManageEngine endpoint management Malwarebytes end-point protection KnowBe4 security awareness training system ProofPoint anti-spam service Telecommunications: Apple iPhones for staff Analog telecom circuits Internet circuits Zoom VoIP phone system Internet domains: Oracle high availability domain management GoDaddy domain registrar Network Solutions domain registrar End-user Support The IT Operations Manager ensures the highest quality of customer service and user satisfaction in providing end-user Help Desk support: Applications support: Microsoft email Microsoft O365 Windows desktop Zoom MozyPro backup User support: Orientation and training File restore/recovery Security awareness training Hardware support: Desktops and laptops PC performance tuning Printers/copiers Ethernet cabling iPhones HR support: Employee leaving support New employee IT onboarding DocuSign management Procurement: Computer purchase requests Software purchase requests Peripheral purchase requests Managerial Responsibilities The IT Operations Manager has an overarching responsibility of managing their team with the following managerial responsibilities: Managing assigned IT projects including: Establishing new Curtis offices for company expansion. Upgrading / replacing IT infrastructure components. Rolling out new technology solutions for staff. Administrative functions: Maintaining and renewing maintenance contracts. Reviewing IT overhead to reduce costs wherever possible. Monitoring and managing all bills from IT vendors. Maintaining an asset management database of all IT assets including servers, desktops, laptops, software applications, smart phones. Maintain comprehensive IT documentation in the Atlassian Confluence system. Publish regular blog posts in the Curtis IT Blog for user awareness. Keeping end-users well informed of system outages. The driving vision statement for IT Operations is: Delivering Reliable and Secure IT Services with Confidence

Requirements

Team Building - managing and building top tier IT teams.
Project Management - formulating and executing on IT related projects.
Documentation & Training - writing clear and easy to understand end-user training guides and delivering excellent end-user training where necessary.
Customer Service - providing consistent and excellent IT related customer service.
Technical Skills - Microsoft Exchange, MS Active Directory, Windows Server, Cisco/Meraki Networking, WANs, Network Monitoring, Desktop Monitoring.
Strong communication, project and prioritization skills.
Ability to communicate effectively to users, management and vendors.
Excellent customer service skills.
Proven track record of rolling out successful IT projects.
Windows server configuration, setup and maintenance.
Configuration and maintenance of Cisco/Meraki switches, routers and Sonicwall firewalls.
Data security awareness and best practices for data center, server and desktop environments.
Enterprise desktop management software experience.
Ability to test, deploy, and maintain patches and system updates.
Must be able to document change logs in a clear and concise manner.
5+ years' management experience in an IT Department.
7+ years' IT customer service experience.
3+ years' experience with Windows System Administration and Active Directory.
3+ years' experience with Microsoft O365.
2+ years' experience with Network Administration.
5+ years' experience running successful IT projects.

Nice To Haves

Microsoft MCSA certification
Cisco CCNA certification
Working knowledge of Zoom VoIP phone system.
Working knowledge of Dell or equivalent desktop products.
Working knowledge of Cisco/Meraki switches and routers.
Working knowledge of Sonicwall firewalls.
Bachelor's degree in Information Systems or related field.

Responsibilities

Oversee and manage all IT Operations activity and personnel within the IT Department.
Establish and maintain the critical company IT infrastructure while providing end-user support on all systems, applications and devices.
Take full responsibility for the establishment and maintenance of the company's IT infrastructure ensuring all components are running smoothly, securely and with high availability.
Plan, develop, install, configure, maintain, support and optimizing all infrastructure components.
Ensure the highest quality of customer service and user satisfaction in providing end-user Help Desk support
Managing assigned IT projects
Maintaining and renewing maintenance contracts.
Reviewing IT overhead to reduce costs wherever possible.
Monitoring and managing all bills from IT vendors.
Maintaining an asset management database of all IT assets including servers, desktops, laptops, software applications, smart phones.
Maintain comprehensive IT documentation in the Atlassian Confluence system.
Publish regular blog posts in the Curtis IT Blog for user awareness.
Keeping end-users well informed of system outages.