About the Opportunity:
Digital Management, LLC (DMI) is seeking a full time IT Operations Manager to support day-to-day operations of large urban academic client, enterprise technologyinfrastructure, including networks, servers, applications, and the physical data center. Manages the team responsible for scheduling, implementations, upgrades, repairs, and patching for optimum operational system performance; including managing data center processes, budgeting, and staff for both a smooth and responsive operation.
Duties and Responsibilities:
- The IT Operations Manager administers and maintains information technology systems (including image development, servers, applications, access, LAN/WAN equipment, and circuits (WAN/Internet) including physical data center management (CRAC, Fire System, UPS, and Generator).
- Provides technology operations functions and management oversite for the organization’s standard hardware, software and voice/video/security/data network solutions.
- As appropriate, provides escalated on-site support of hardware, software, applications, and network connectivity issues.
- Acts as the primary point of communication between other IT staff, vendors, leadership, and operating business, and functional units.
- Performs administration and operations functions, as needed.
- The IT Operations Manager may coordinate and direct the daily and project activities and tasks of the data center staff and key users in cross-organizational and cross-functional teams.
- In cooperation with organizational leadership, operations staff, and key users provide strategic, budgeting and disaster recovery/business continuity planning to offices and staff in multiple operating, business and functional units.
- Responsible for inventory maintenance and software license management.
- Responsible for physical data center maintenance.
- Monitors security compliance in accordance with organizational standards, policies, and procedures.
- Responsible for oversite of development and maintenance of system documentation such as organizational operation manuals.
- Serves as the technical and communications liaison to and from stakeholders and organizational key users for communications, initiatives, needs assessments, etc.
- Responsible for installation and life-cycle maintenance of hardware and software (includes PCs, peripherals, servers, networking equipment, operating systems, and other software).
- Provides new staff with account setup and orientation.
- Provides escalated technical support that requires an on-site presence (server, storage, network or PC equipment failure), including data backup and recovery. Performs complex software/hardware troubleshooting, patches, and re-installation in cooperation with the data center team and other business departments and IT teams and in accordance with established SLAs.
- Provides consulting/training/education services such as data management, security, and staff training/orientation for standard systems.
- Serves as the IT point of contact and accountable for the IT portion of new office setups, office expansions, etc. This includes relocation and/or installation of data communications solutions.
- Performs appropriate duties associated with department and organizational project-based activities. Participates in the identification, development, and communication of new technology standards and best practices.
- Responsible for monitoring data backups and restore ensuring they are completed on a regular basis.
- Responsible for monitoring securityevents ensuring they are reviewed and remediated on a regular basis
- Other duties as assigned.
- Bachelor’s degree and 7 to 10 years related operational data center experience, team management, school district IT leadership experience, and vendor management experience or equivalent combination.
- Professional certifications as appropriate (PMI, Cisco, Microsoft, Oracle, Red Hat).
- Knowledge of current trends in the data center facilities management and enterprise technology solutions.
- Demonstrated experience with standard software applications, including MS Office, Microsoft Project, Microsoft Visio, and Windows. Additional management skills with the ability to produce status reports. Ability to manipulate, analyze, and interpret data.
- Familiarity with support and troubleshooting of enterprise systems.
- Detailed understanding and awareness of operational quality control methods and the ITIL processes and procedures.
- Strong individual with the ability to communicate and negotiate at all levels of the organization.
- Excellent organizational skills plus the ability to motivate people across the organization to provide solutions.
- Strong project management, communication, and implementation skills. As IT Operations Manager, your job is to plan, budget, oversee, report, and document all aspects of data center, department, and district-wide projects you and your team are involved with.
- Active project counts can range from 20 to 50 individual projects with timeframe ranging from 1 to 12months in duration.
- Manage problems, ensuring these are diagnosed, logged, and escalated to appropriate individual and/or team
- Follow consistent quality standards; co-ordinate with Service Desk, IT staff, leadership, and customers to ensure accurate and appropriate communications.
- Understand and lead post mortem review meetings following major incidents; communicate to IT management; and ensure post mortem actions are completed in a timely manner.
- Develop trends analysis reports of recurring problems and incidents - extract trends on incident types, customer types, key problem areas, departments, hardware types etc.; hold regular meetings with IT support teams and leadership to review recurring problems and press for final resolutions - or escalate on recurring issues and issues not being resolved.
- Must have a strong dedication to customer service.
- Training ability/experience a plus.
- Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable).
- Interpret guidelines and analyze factual information to adapt or modify processes in response to changing circumstances.
- Duties may require non-routine analysis, research, and follow-through.
- May act as a resource for others to solve problems.
- Exercise independent judgment.
- Work affords opportunities to act independently on assigned tasks.
- Duties are performed under minimal supervision.