IT Operations Manager

Troutman Pepper Hamilton Sanders•Houston, TX

14h•$115,000 - $135,000

About The Position

We are always seeking talented, motivated, growth-minded, and creative individuals. Our firm is committed to providing employee support and advancement, while embracing inclusion and innovation as keys to a stronger future. We invite you to explore the position below and to submit your application to join our team! The IT Operations Manager manages office technology planning, provides input for budgeting, implementation, maintenance and support of standard information technology tools, including software applications, computer facilities, practice specific software, equipment, communications, staffing and training; ensures that technical support proceeds in a logical, integrated fashion to meet the needs of the firm and the local office needs. Additionally, the IT Operations Manager provides hands-on assistance and support for the technology in their office(s). The scope of technical assistance includes activation, implementation and support of desktops, laptops, mobile devices, printers, peripherals, and telephones. The IT Operations Manager participates in the daily support activities in accordance with standard operating procedure. In addition, IT Operations Manager provides leadership to their team for assisting group members in prioritizing work and resolving business issues as needed.

Requirements

Goal oriented and action-focused, pragmatic, and self-disciplined, adept at planning, organizing, communication, team motivation and delegation.
Strong technical aptitude and creative troubleshooting and problem-solving skills.
Strong client service mindset, interest, and skills in managing customer relationships.
Ability to take pro-active or corrective action as necessary within established guidelines
Bachelors' degree from an accredited college or university preferred; or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position.
Minimum of three (3) years' experience managing a technical support team.
Minimum of five (5) years of operational experience as an IT specialist, ideally in a professional services firm.
Technical support experience with the Microsoft Office suite, Desktop Operating System, and Exchange environment.

Nice To Haves

Microsoft certifications beneficial.
Experience working in a regional office supporting technology a plus.

Responsibilities

Ensure effective operational management of all technical support processes and related staff, including problem management, communication with internal clients, resolution of resource issues, collaboration with IT Management in monitoring operations procedures and policies, identification of communication and process breakdowns, and continuous quality improvement of local operations services.
Lead IT Technical Support Analysts in assigned offices.
Develop Standard Operating Procedures (SOPs) to improve efficiencies and customer service.
Ensure Local IT Operations team follows published SOPs.
Collaborate with the Regional Office Administrator and Office Managing Partner to ensure accurate communications and updates are provided in a timely manner.
Ensure all support requests are entered in the Help Desk call tracking system.
Implement and contribute to ongoing review and enhancement of Help Desk processes, tools, and communication.
Assure compliance with agreed-upon service levels and contribution to the development and maintenance of Help Desk reports to measure and report these service levels.
Measure success and provide statistical reports to management and team to ensure existing Service Level Agreements (SLAs) are being met.
Monitor group tasks and complete according to established SLAs.
Ensure priorities are correctly aligned with business objectives.
Manage staff coverage for assigned office(s).
Participate in firm-wide technology project roll outs as directed by IT Management.
Manage the setup of various approved hardware per the standard configuration process.
Move computer and telephone equipment according to office set up and move requirements.
Manage the laptop loaner process and ensure a laptop loaner has the appropriate equipment accessory available and standard software set up.
May be requested to install specific software to support unique requests.
Maintain accurate computer asset inventory for both hardware and software.
As equipment is moved, the inventory database must be updated to reflect changes per Standard Operating Procedures.
Provide support for Teleconference, Web and Video conference meetings. This includes, but is not limited to, setting up projectors for PowerPoint presentations.
Help maintain a clean, organized computer room with the appropriate operation manuals, software, and computer operations checklists.
Protect computer assets by following proper care and maintenance procedures in addition to information security and control policies.
Keep up with desktop, laptop, monitor, printer, and mobile device hardware trends with a view to assisting in hardware upgrade planning.
Maintain technical proficiency by participating in in-house technical training programs as well as external programs.
Continue to develop skills, knowledge, and ability to improve processes and procedures, and keep updated on trends and developments in the industry.
This includes meeting annual personal development goals.