Manager, Information Technology (IT) Operations

Hawaii Dental Service•Honolulu, HI

1d•$100,000 - $120,000

About The Position

Oversee daily technology operations, production environments, and service delivery frameworks. Responsible for the maintenance, optimization, and security operations of HDS's IT infrastructure and systems. Lead a team of system administrators, support specialists, and matrixed resources to ensure the reliability, availability, stability, performance, security, and maintenance of all internal systems, networks, and software applications.

Requirements

Bachelor’s degree in Information Systems, Computer Science, or a related field preferred (or equivalent combination of education, training or working experience).
Five (5) years in IT infrastructure/operations, systems administration, or similar technical role, with at least 2+ years in a supervisory or team leadership role.
Experience using IT industry tools to track IT tickets, system and network monitoring, performance, and security operations.
Experience with enterprise OS management (Windows Server, Linux), virtualization (VMware), networking, on-premise and cloud architectures (AWS, Azure, M365), and enterprise applications.
Familiarity with IT security principles, frameworks, and best practices, including network security, access controls, identity and access management, and security incident response.
Ability to organize, analyze and solve complex problems with attention to detail and accuracy.
Ability to handle multiple tasks and prioritize with some distractions.
Ability to handle information in a confidential manner and maintain compliance with HDS policies and federal/state laws.
Ability to communicate both orally and in writing with all levels of staff, customers, and vendors on sensitive matters.

Nice To Haves

ITIL v4 Foundation or Managing Professional
CompTIA Security+, Network+
Cloud vendor certifications
Networking and infrastructure vendor certifications

Responsibilities

Manage technical and operational aspects of maintaining HDS infrastructure and systems, databases, applications, and integrations.
Work with ITS cybersecurity Analyst to implement and manage cybersecurity operations.
Manage changes to production with ITSD and vendors.
Manages, plans, organizes, trains, motivates and evaluates staff; including making hiring and termination decisions, assigning work, developing growth opportunities, conducting performance evaluations and taking corrective action.
Effectively communicates to staff and monitors the stretch goals/performance measures and standards for the department in alignment with company-wide objectives/goals.
Assists with the development and maintenance of departmental procedural manuals.
Ensures effective work processes and systems maximize operating efficiencies and increase the value of services provided in alignment with company goals and objectives.
Ensure 24/7 availability, performance, and security of core technology infrastructure, including servers, networks, cloud environments, and communications systems.
Establish, improve, and oversee system monitoring and alerting frameworks to detect and resolve anomalies before they impact business operations.
Oversee the deployment, configuration, and maintenance of all hardware, software, and network infrastructure (on-premises and cloud-based).
Plan and execute routine hardware and software upgrades, patch management, and equipment lifecycle replacements with minimal disruption to business operations.
Establish and maintain ITSD service desk workflows, ensuring user requests and technical incidents are resolved efficiently within defined Service Level Agreements (SLAs).
Act as major incident manager during critical outages, coordinating swift resolutions and conducting post incident root-cause analyses (RCAs).
Oversee IT change and service management processes (incident, problem, change, and configuration management) for HDS's environments to ensure high availability and minimal downtime.
Lead Change Advisory Board (CAB) and govern change management lifecycle to minimize risk and disruption to production environments.
Participate in development, maintenance, and testing of Business Continuity (BC) and Disaster Recovery (DR) plans to minimize downtime during unexpected disruptions.
Review, develop, implement, and enforce IT operations policies, standards, and procedures.
Establish, monitor, and report on key performance indicators (KPIs) and SLAs for internal IT support.
Create and maintain comprehensive documentation for network configurations, systems architecture, hardware and software BOMs, standard operating procedures (SOPs), and user training guides.
Evaluate, coordinate, and manage third-party IT vendors, cloud service providers, and contractors to ensure optimal service delivery and cost efficiency.
Ensures controls satisfy operational/compliance risk requirements and data integrity.
Participate in the evaluation and implementation of operational and security frameworks for adoption by HDS.
Manage operations-related security controls, including firewalls, intrusion detection systems, user access controls, and encryption technologies.
Participate in regular security audits, vulnerability assessments, and penetration testing to identify and address security vulnerabilities.
Monitors productivity and performance while ensuring professionalism, quality, timeliness and accuracy in accordance with overall company-wide objectives to ensure positive working relationships with internal and external customers.
Communicate to business units and other stakeholders on status of events that have moderate to high impact on the organization.
Collaborate with cross-functional teams, including IT, legal, compliance, and senior management, to ensure alignment of IT security and business continuity objectives with organizational goals.
Other miscellaneous duties and responsibilities as assigned.