IT Operations Manager

Primary Purpose: The IT Operations Manager will play a critical role in ensuring the smooth functioning of our organization's IT systems. You'll lead and coordinate various teams responsible for maintaining and optimizing our technology infrastructure. Your focus areas will include DevOps practices, server management, network operations, and overall IT infrastructure.

Essential Functions and Requirements:

• Ensures Health & Safety is the number one goal by following policies, processes, and acting in a safe manner at all times.
• Provides Tier III support for existing Windows 10 / 11 desktop deployments (about 1600)
• Supports existing server deployments (about 200)
• Supports LAN / WAN connectivity to 100 remote sites and core datacenters.
• Responsible for IT Disaster Recovery Plan
• Follows and updates process documentation as needed.
• Manages projects related to deployment of new apps / hardware .
• Manages team of network administrators and server administrators.
• Documents configuration and monitors various aspects of network.
• Supports ServiceDesk in resolving escalated tickets requiring specific technical knowledge.

• Some travel up to 25%.
• DevOps Management:
  • Collaborate with development teams to streamline software delivery processes.
  • Implement and enhance DevOps practices, including continuous integration, continuous deployment, and automated testing.
  • Drive efficiency by automating manual tasks and improving deployment pipelines.
• Server Management:
  • Oversee server provisioning, configuration, and maintenance.
  • Ensure optimal performance, scalability, and security of server environments.
  • Manage hardware upgrades, patch management, and capacity planning.
• Network Management:
  • Oversee network configuration, monitoring, and troubleshooting efforts.
  • Implement and maintain firewalls, routers, switches, and load balancers.
  • Monitor network health, traffic flows, and security protocols.
• Infrastructure Teams:
  • Manage and mentor teams of technicians, system engineers, and other IT staff.
  • Foster collaboration and cross-functional communication among teams.
  • Set performance goals, conduct performance reviews, and address any staffing needs.
• Security and Incident Management:
  • Collaborate with security teams to implement preventive and reactive measures.
  • Detect and address anomalous network behavior.
  • Develop disaster recovery and risk mitigation plans.
• Vendor and Partner Engagement:
  • Work with external partners, auditors, and consultants on risk management and compliance projects.
  • Evaluate and negotiate vendor contracts related to infrastructure services.
• Operational Guidelines:
  • Guide the creation and adherence to operational guidelines within the IT organization.
  • Plan for and mitigate operational disasters.
  • Ensure alignment with industry best practices.

Heritage believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor the company to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Education: Bachelor's Degree in Information Technology or related field preferred. ITIL Foundation Certified in IT Service Management required.

Experience: Five years of experience as an IT Manager or similar technical leadership role required. Microsoft Cisco certifications (e.g. MCSECCNA, CCNP, CCDA, etc.) preferred. Windows 10 / 11 Operating System experience. Windows 2016 / 2019 / 2022 Server Operating System experience preferred. Cisco Router & Switch deployment and support preferred. Cisco Wireless Infrastructure deployment and support preferred. VOIP implementation deployment and support. Office 365 / Azure Administration / Deployment preferred. Palo Alto Firewall technologies experience preferred. Experience supporting video conferencing equipment preferred.

Knowledge and Abilities: Very high-level of self-awareness and desire to develop leadership capabilities. Ability to hold themselves and others accountable to high standards. Experience identifying and resolving issues independently. Demonstrates a solid sense of accountability and sound personal judgement. Proven analytical skills with information systems. Courage to take initiative in unfamiliar or ambiguous circumstances. Ability to gain alignment with different clients and represent a common point of view across multiple stakeholders. Must be confident building business partnerships with various business leaders. Excellent verbal and written communication. Maintains a high level of confidentiality. Regular and predictable attendance is an essential function of this job.

A post offer drug screen will be required.

EEO including disability/veteran