Supervisor of IT Operations

Mountainside Treatment Center-posted about 6 hours ago

$60,000 - $85,000/Yr

Full-time • Manager

Onsite • Canaan, CT

251-500 employees

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The Supervisor of IT Operations is responsible for the quality and availability of IT operations throughout the company. The Supervisor of IT Operations ensures that all systems necessary to support the company’s operations and objectives are in place, available, and effectively functioning. The Supervisor of IT Operations oversees the Service Desk and Field Services operations. This position requires daily in-person interactions with staff and business partners. The position is based in Canaan, CT, and requires travel to our remote offices when necessary.

Manages and organizes Service Desk and IT Field Services functions, establishes performance expectations, and monitors results. Guide IT professionals/contractors and other staff within the organization.
Works to ensure optimal performance of the organization’s technological infrastructure (networks and computer systems).
Ensure smooth delivery and operation of IT services by monitoring systems performance.
Have a hands-on approach – i.e., receiving and transporting equipment, labeling, installing, wiring, organizing hardware and cables, etc. – with flexibility and availability to travel and off-hours interventions when necessary.
Complete routine audits of services provided to ensure the quality of performance. Report on monthly metrics for IT-related operations.
Monitor security dashboards (Microsoft, Meraki, Manage Engine, Datto, etc.) and take action if needed to address eventual problems (incident response). Communicate and escalate system status as appropriate.
Change Management: create, monitor, execute, and release change.
Configuration Management Data Base (CMDB): manage hardware and software lifecycle.
License Management: control and deliver licenses required to perform proper software, hardware, and services lifecycle management.
Provide fast response and support to impromptu situations or emergencies when necessary.
Responsible for developing, mentoring, and coaching direct reports, ensuring a trained, motivated, and professional staff capable of providing efficient and effective operations and exceptional service.
Maintains adequate staffing. Help identify, develop, and implement onboarding and training/ training-related needs from new processes or process improvements within the scope of IT operations.
Provide and track training and development opportunities for staff to enhance their skills and knowledge.
Constant monitoring and managing of incidents and events, with proper and timely action to mitigate or solve the situations.
Ensure Service Desk operation and follow-up of workflows and tickets, escalating as needed.
Maintain the highest level of customer support for the customer base across the various offices through proactive management and implementation of continuous improvement initiatives; provide high-touch white-glove service.
Update process documentation as needed, following ITIL recommendations.
Assists in the implementation of Network systems and data management.
Ensure operational support to current and new technologies and systems (SharePoint, Azure AD/On-Prem AD, JavaScript, ServiceNow, EHR SQL Database, Salesforce, Sage Intacct, Docusign, and RingCentral), as required.

3+ years of experience working in IT operations, supervising IT projects, and overseeing information technology support services
Excellent understanding of computer systems, security, network and systems administration, databases and data storage systems, and telecommunications systems
Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field is a plus
Cloud Applications and Device management knowledge preferred
Good knowledge of project management principles
ITIL V3/V4 Certification preferred
Critical understanding and prioritization of Incident response.
Comprehensive understanding of compliance, Employee workflows, and inventory management.
Technical knowledge of infrastructure disciplines spanning Hosting, Public Cloud, Network, End User Compute, and Security.
Must be comfortable working autonomously and a quick learner. Delegates effectively.
Positive attitude with a willingness to take on multiple tasks at any given time.
Strong organizational skills, including managing several work streams simultaneously, and excellent analytical and problem-solving skills.
Detail-oriented yet pragmatic, and able to balance conflicting and changing demands.
Ability to learn quickly with a “can do” attitude to turn challenges into opportunities.
Flexible to work non-standard hours to support on-call escalation issues when the situation demands.
Strong interpersonal skills and ability to effectively communicate with teams across the entire organization.
Ability to work both independently and collaboratively as necessary.
Strong oral and written communication skills.
Excellent organization and time management skills.
Metrics-driven approach
Strong interpersonal and conflict resolution skills.

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field is a plus
Cloud Applications and Device management knowledge preferred
ITIL V3/V4 Certification preferred

Comprehensive benefit package
Paid Time Off (which increases after 1 year with Mountainside)
Paid holidays, including a Multicultural Holiday
401(k) with employer matching
Free meals while working on the Canaan campus
Monthly $75.00 wellness reimbursement. Our Wellness Reimbursement benefit is meant to encourage employees to engage in productive self-care to avoid burnout and compassion fatigue.

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