Senior Manager/Director, IT Operations

The Senior M­­­­anager/Director, IT Operations is responsible for leading, organizing and motivating a team of IT professionals in developing and delivering technology solutions to meet customer requirements while supporting the overall vision of the ITS department. He/she is responsible for leading the day-to-day operations for the Systems, Network and Help Desk teams as well as the corporate data center and all internal ITS infrastructure.

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Principal Duties and Responsibilities

  • Provide direction, guidance and leadership within a multi-disciplined group of IT professionals comprised of systems analysts, administrators, and engineers as well as the Help Desk team
  • Work with other teams in ITS to provide comprehensive Disaster Recovery
  • Design and implement short and long term strategic plans to ensure infrastructure capacity meets existing and future requirements
  • Manage the Change Advisory Board (CAB) to document, review and obtain necessary approval for all proposed changes to IT systems and network infrastructure
  • Provide superior customer service for corporate clients through management of KPI driven performance metrics
  • Track and keep all software licenses up to date
  • Administer Windows Enterprise and Office 365 environments. This includes Active Directory, Group Policy, Windows Servers, ADFS/SAML, File and Print services, Exchange and SharePoint
  • Monitoring, troubleshooting and maintenance of system infrastructure such as: network switches and access points, servers and firewalls
  • Provide 24/7 on-call support for all internal IMO systems, networks, VPN, and IMO employee after hour requests
  • Assist with ITS budget and capacity planning to ensure all technology needs are addressed

Knowledge, Skills and Abilities Required

  • Bachelor's degree in Computer Science, MIS, or similar
  • Minimum of 10 years in Information Technology with progressing levels of responsibility
  • Must have proven leadership skills, team-orientation, and a proactive and optimistic management style with the ability to lead high-talent teams; ability to motivate employees, handle difficult employee relations issues and create a culture that supports high employee morale
  • Minimum of 5 years of mission-critical data center operations or network operations in a corporate environment
  • Ability to effectively delegate and manage subordinates, work jointly with other teams, and work as an individual
  • Thorough knowledge of IT concepts, procedures and practices, advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions
  • Demonstrated ability to prioritize work load and meet project deadlines; demonstrated ability to manage toward budget and work plan goals and experience with strategic work planning and budgeting

Personal Skills and Competencies

  • Ability to work in a fast-paced environment and make critical decisions based on experience
  • Experience establishing and maintaining relationships with individuals at all levels of the organization
  • Ability to translate business requirements into sound technical solutions while interfacing with a variety of business units and users
  • Excellent organizational, leadership, and decision making skills
  • Strong written and verbal communication skills
  • Strong customer service focus; excellent presentation and negotiation skills
  • Managing Others:

a.            Clearly communicates expectations.

b.            Holds subordinates accountable for results.

c.             Effectively confronts others and provides constructive feedback.

d.            Coaches/counsels for improved performance.

e.            Motivates and builds a strong team.

f.             Effectively evaluates performance and supports employee development.

g.            Documents where appropriate.

h.            Provides recognition.

i.              Gains the respect of subordinates, peers and superiors.

j.             Approve timesheets on a weekly basis for salaried and hourly employees as well as consultants.

Customer Base

  • All employees of IMO
  • All consultants of IMO