IT Operations Manager

Less than 5 years experience  • 

Salary depends on experience
Posted on 04/20/18
Less than 5 years experience
Salary depends on experience
Posted on 04/20/18

Responsibilities

Primary

  • Plans, coordinates and set priorities for technical support and system administration. These duties include but are not limited to work schedules, standard operating procedures, projects and maintenance in accordance with the Firm’s and IT priorities and requirements.
  • Proven ability to draft, implement and train IT Operations and Service Desk personnel on all Firm operational procedures and documentation.
  • Based on compliance and regulatory requirements, BRG executive management and client requirements, this position creates, maintains, trains and institutionalizes IT operational procedures. This includes third-parties contracted to perform work for BRG’s IT department.
  • Metrics driven management style. Ability to keep management apprised of IT Operations status through metrics reporting (SLA’s, ticket volume, issues and overall performance of the Service Desk function). Analyze service call history, identify re-occurring issues and create permanent solutions. Issue Tracking: provide an accurate chain of custody for all ticket volumes and activities. Track average call times, hold times, missed calls, time duration of calls, number of rings, etc.
  • Manage incident classification, prioritization & escalation process. Communicate updates to customers and IT teammates of issue identification, status updates and resolution progress.
  • Plans and recommends departmental workflow or system modifications to increase efficiency, capacity and utilization.
  • Prepares operational cost estimates for current and proposed projects.
  • Responsible for the operation of all Service Desk shift work and firm wide on-call rotation.
  • Professionally and technically, develop and manage, subordinates through formal and informal coaching, training, work assignments and performance appraisal process.
  • Manages vendors, contractors, and consultant relationships to ensure our voice, video and data network(s) maintains state-of-the-art operation and redundancy when implementing hardware and software solutions. Evaluates vendor proposals for purchases of hardware. Manages related outsourced contracts and service levels.
  • Responsible for adhering to all firm wide data archiving policies, procedures, as well as monitoring and status reporting.
  • Reviews, administers and maintains BRG’s audio/video (A/V) hardware. This includes video conferencing, conference room and individual conferencing equipment. Creates, maintains and trains all A/V system operation, technical support and telecommunication procedures and documentation for the firm.
  • Build an efficient team who provides BRG with a cost-effective model with self-service attributes. 

Secondary

  • Maintain knowledge of state-of-the-art technologies by attending training, product demonstrations, seminars and user groups.
  • Serves as secondary acquisition and approving authority for all hardware, software and related services. Primary being BRG’s Vice President of IT.
  • Evaluates recommendations and implement plans of action for all assigned projects.
  • Resolves existing problems and develops solutions to recurring problems.
  • Provides input for short and long-term budgets to the VP of IT and anticipates emergency funding for related hardware and software.
  • Responsible for the effective publication of printed and online documentation, including IT Operations policies, standards and procedures.
  • Ensures that that IT operational projects meet quality standards, budgets and deadlines.
  • Attends weekly one-to-one status meetings with VP of IT.
  • Maintains knowledge of information security best practices, applications and industry security trends.
  • Manages internal staff and external vendors, contractors, and consultant relationships.
  • Reviews, evaluates and implements new products based on firm requirements.
  • Resolve problems and develops solutions to recurring problems.
  • Provides input for short and long-term budgets to the VP of IT and anticipates emergency funding for related hardware and software.
  • Provides firm wide monitoring and performance tuning for all IT operational related systems.

Qualifications

REQUIREMENTS:

  • Bachelor’s degree in related field or equivalent experience.
  • Minimum 3+ years’ experience in a leadership role in IT customer service.
  • Excellent oral and written communication skills required to present detailed or complicated information in an understandable manner.
  • Proven expertise in designing and implementing a successful customer service strategy in a dynamic environment; strong knowledge of modern best practice customer service models and approaches to supporting growing businesses.
  • Ability to address tactical issues in the short-term while maintaining strategic vision for the long-term.
  • Effective team leader who has achieved success working with diverse teams in different environments, leveraging strengths of individuals to deliver superior results.
  • Strong appreciation for business value, understanding the trade-offs in varying levels of customer service.
  • Ability to manage staff and self. The IT Operations staff currently consists of eight (8) personnel located in various U.S. cities and London.
  • Ability to identify, analyze and solve varied, unrelated problems. Ability to modify standard operating procedures, when necessary, to develop alternative courses of action when problem solving.
  • Ability to develop effective relationships across department boundaries in pursuit of firm goals.
  • Proficiency with MS-Office applications including Word, PowerPoint, Excel, Visio and Project.

RECOMMENDED QUALIFICATIONS:

  • 6-10 years’ experience with information technology operations supporting 100+ users.
  • 3-5 years’ IT asset management (ITAM) experience providing an accurate account of technology asset lifecycle costs and risks to maximize the business value of technology strategy, architecture, funding, contractual and sourcing decisions.
  • Chain of custody (CoC) experience. CoC, in legal contexts, refers to the chronological documentation or paper trail that records the sequence of custody, control, transfer, analysis, and disposition of physical or electronic evidence.
  • Previous experience working in a professional services or consulting firm preferred.
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