What are the responsibilities and job description for the IT Operations Manager position at Carthage System?
IT Operations Manager
The IT Operations Manager will lead our IT operations team, ensuring the reliability, security, and efficiency of our technology infrastructure. This role will oversee two help desk employees and be responsible for systems administration, network and server management, cloud and on-prem infrastructure, cybersecurity and compliance, system monitoring and uptime, and vendor management.
The ideal candidate is a hands-on leader with a strong technical background, problem-solving skills, and the ability to balance daily operations with strategic improvements.
Key Responsibilities:
Team Leadership & Help Desk Oversight
- Supervise and mentor two help desk employees, ensuring timely resolution of IT support requests.
- Implement best practices for IT support, including ticketing system management, documentation, and user training.
- Establish and monitor help desk KPIs to improve efficiency and user satisfaction.
Infrastructure & Systems Management
- Manage and maintain on-prem and cloud-based systems, including servers, networking equipment, and storage solutions.
- Oversee system administration, including user account management, security group management, backups, patching, and performance tuning.
- Ensure high availability and reliability of IT infrastructure through proactive monitoring and maintenance.
- Manage and maintain Active Directory, Group Policies, and user authentication.
Cybersecurity & Compliance
- Implement and enforce IT security policies, ensuring compliance with industry standards and regulations.
- Monitor for threats and vulnerabilities, responding to security incidents as needed.
- Manage firewalls, endpoint security, and access controls to protect company data and systems.
Vendor & Asset Management
- Manage relationships with IT vendors, service providers, and software suppliers.
- Oversee IT procurement, licensing, and contract negotiations to optimize costs and performance.
- Maintain an accurate inventory of IT assets, ensuring proper lifecycle management.
Business Continuity & Monitoring
- Collaborate with the IT Development Manager to implement and maintain disaster recovery and business continuity plans.
- Monitor system performance, availability, and security, proactively addressing issues before they impact business operations.
- Work with leadership to plan for future IT infrastructure needs and scalability.
Qualifications:
- 5 years of experience in IT operations, systems administration, or network management.
- 2 years of leadership or supervisory experience, preferably managing help desk or IT support teams.
- Strong knowledge of Windows/Linux servers, networking, cloud platforms, and virtualization.
- Experience with cybersecurity best practices, compliance frameworks, and endpoint security solutions.
- Familiarity with IT service management tools, ticketing systems, and asset management.
- Excellent troubleshooting skills, ability to work under pressure, and a proactive mindset.
- Strong communication skills with both technical and non-technical stakeholders.
