IT Operations Manager

About the Job

The IT Operations Manager implements and administers global technology activities, including managing, upgrading, and directing the installation, operation, and maintenance of information technology hardware and software.

As IT Operations Manager, You Will…

Assume responsibility for assigned IT Operations services and activities specific to a site (or sites).

Administer and provide ongoing technical support locally on site of information technology hardware (desktop/laptop/Chromebox) and software.

Take full ownership of Project Management functions, such as:

Plan, coordinate, and deliver projects on time, within scope, and on budget.

Align cross-functional teams, vendors, and stakeholders through clear communication.

Proactively identify risks, manage scope changes, and resolve issues to maintain project momentum.

Provide regular updates to keep execution teams and leadership aligned.

Maintain staff by recruiting, selecting, orienting, and training employees.

Conduct 1:1 discussions with IT Generalists to develop personal growth opportunities and provide coaching sessions to clarify expectations.

Maintain a safe and secure work environment.

Complete projects by coordinating resources and timetables with different IT stakeholders and non-IT departments.

Perform hardware troubleshooting, which includes repairs, upgrades, and configuration of desktops/laptops.

Take ownership of technical issues, working with different stakeholders to resolve technical concerns as necessary.

Monitor, report, and document system and performance issues.

Work collaboratively with different clients, team members, and other stakeholders across the company to achieve desired results.

Adhere to company policies, core values, and procedures.

Work on shifting schedules and be available to work in a 24/7 operations environment.

Interpret and validate technical issues, test solutions, follow up, and escalate when necessary.

Solve complex problems in a technical service-oriented environment.

Comprehend, capture, and interpret basic information and work within a team in a fast-paced call center environment.

As IT Operations Manager, You Need…

Post-secondary or completion of post-secondary schooling preferred.

Minimum 2 years IT experience.

Minimum 1 year management/project management experience.

Experience managing base image and software packaging deployments.

Project Management skills:

Ability to plan, coordinate, and deliver projects within scope, timeline, and budget

Strong communication skills with the ability to align cross-functional teams, vendors, and stakeholders

Proactive risk identification, scope management, and issue resolution to keep projects on track

Ability to provide regular updates and maintain an open channel of communication between stakeholders and execution teams

Working knowledge of MS Windows, IOS/OSX, Android, and system environments.

Experience in Microsoft desktop and server platforms and their related software management applications.

Detail-oriented team player with creative problem-solving and project management skills.

Ability to implement change and innovation.

Expertise in installation, diagnostics, repair, maintenance, and upgrading all hardware and equipment (including but not limited to desktops, laptops, printers) to ensure optimal workstation performance.

Strong interpersonal and organizational skills; must be customer-oriented

Must be tech-savvy and updated on the latest technology available on the market (Tablets, Game Consoles, LED TV’s, etc.)