IT Operations Manager

Brief Description

The IT Operations Manager to lead and elevate our IT support functions, including help desk operations, infrastructure management, cybersecurity oversight, and audiovisual and video conferencing systems support. This hands-on manager will drive the effective delivery of IT support services across the organization, optimize service standards, and enhance the user experience. The ideal candidate brings deep technical expertise in Microsoft 365 and IT infrastructure and has a proactive approach to identifying and implementing solutions that align with business needs. Additionally, this role will work closely with cross-functional teams to manage and improve end-to-end IT processes, ensure compliance with cybersecurity protocols, and maintain an agile IT environment that adapts to emerging business and technology requirements. Strong business acumen, excellent communication skills, and a strategic approach to IT service delivery are essential for success in this role.

Essential Tasks Of The Position

• Lead, oversee, and actively participate in the help desk's daily operations, ensuring efficient, high-quality support and proactive issue resolution to meet service-level objectives.
• Provide leadership, coaching, and training to help desk and cybersecurity staff, fostering a culture of continuous improvement, accountability, and professional development, including regular one-on-ones.
• Develop and continuously improve IT service management practices, processes, and metrics to drive higher performance, consistency, and user satisfaction.
• Oversee infrastructure and cybersecurity protocols, ensuring secure operations and compliance with internal and external security requirements; regularly assess vulnerabilities and update protocols as needed.
• Collaborate with senior IT management on planning and implementing infrastructure upgrades and new solutions, particularly those related to cloud services, mobile device management, and emerging technologies.
• Define and execute robust employee onboarding and offboarding processes encompassing device configuration, access provisioning, and user education to enhance productivity from day one.
• Manage and support audiovisual and video conferencing systems to maintain seamless communication and collaboration tools for end-users.
• Maintain robust backup, recovery, and business continuity plans to ensure minimal disruption and quick restoration of critical systems and data, including regular testing and updates to align with evolving business needs and technologies.
• Maintain an active and current IT knowledge base, ensuring comprehensive documentation of systems, support processes, and user-facing knowledge articles.
• Establish escalation protocols and manage complex issue resolution
• Lead asset management and procurement activities for IT hardware and software to maintain optimal inventory levels and support budget adherence.
• Monitor industry trends, identifying opportunities to integrate best practices in IT service management, user experience, and technology innovation.
  
  

Palmer Holland is a drug and tobacco free, professional organization.

Requirements

• Bachelor’s degree in computer science, Information Technology, or a related field
• 5 years of experience in IT support, with at least 5 years in a managerial role preferred.
• Strong knowledge of IT service management principles and methodologies.
• Excellent technical troubleshooting skills across various hardware and software platforms, including mobile devices and Microsoft Operating Systems.
• Exceptional interpersonal and communication skills, with a focus on customer service.
• Experience with help desk ticketing systems and remote support tools.
• Ability to lead, motivate, and manage a team effectively.
• Strong organizational and multitasking abilities.