IT Operations Manager

Doyon   •  

Gaithersburg, MD

Industry: Manufacturing & Automotive

  •  

11 - 15 years

Posted 26 days ago

JOB SUMMARY: The IT Operations Manager leads a dedicated on-site team comprised of help desk engineers, a network engineer, and a database administrator to meet the needs of our client. When additional support is required, the IT Operations Manager and dedicated on-site team are supported by a remote team of on-demand IT architects, application programmers, system administrators, and help desk engineers.

ESSENTIAL FUNCTIONS:

designDATA

• Provide management, leadership and mentorship of the on-site designDATA service desk and systems administration team.

• Ensure that all user issues are addressed using "best in breed" customer service.

• Work with other senior resources to manage/maintain IT Services documentation.

• Communicate team issues to Senior Leadership.

• Manage internal IT projects and report on performance metrics.

• Use and enforce Information Technology Infrastructure Library (ITIL) processes that include Incident Management, Problem Management, and Change Management.

Client

• Collaborate with client IT resources on internal applications/app management.

• Meet with designDATA and customer executive leadership on a weekly basis.

• Manage client equipment acquisition and scheduled maintenance.

• Assist the client IT Manager in annual budget preparation.

• Act as the client's authorized representative for other technology vendors.

• Oversee the provision of client audiovisual and programming service needs.

• Assist the client in drafting and maintaining security policies and ensuring security compliance, including performance of regularly scheduled security audits and vulnerability scans.

• Monitor, support and maintain the client's database and telephony infrastructure, and communications systems.

• Conduct engineering, planning, and design services for major system enhancements, including installations and upgrades of new or existing systems.

• Ensure all client requirements of data backup policies are met and that the team follows procedures to handle daily, weekly and monthly backup of data, databases and servers.

Additional Responsibilities

• Provide leadership and recommendations on improving overall IT management with a particular focus on network security.

• Serve as an in-house consultant on IT issues including applications management; information and knowledge management; business process alignment.

• Investigate new technologies that will improve business operations or streamline business processes.

Requirements KNOWLEDGE, SKILLS & ABILITIES:

• Bachelor's degree, preferably in information technology management or related field

• Minimum of 8-10 years in information technology with a minimum of 3-5 years in an IT management position

• Solid technical background with proven ability to manage and motivate a diverse technology group in a fast-paced and customer-focused team environment

• Experience managing an Amazon Web Services (AWS) environment for Cloud Computing, Auto Scaling, ELB, RDS, VPC and other services

• Proven background in service desk and IT infrastructure management

• Outstanding communications and customer relations skills, with a proven ability to communicate with both end users and executives

• Excellent documentation skills

• Willingness to go "above and beyond" to exceed customer expectations

• Exceptional analytical and problem-solving skills

• Ability to work well under stress, pressure, and deadlines

• ITIL, PMP, and/or AWS certification preferred.