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IT Operations Manager/Director

IT Operations Manager/Director:


Our direct client, a fast-growing auto parts and accessories company, is seeking for a IT Operations Manager.  In this role, you are responsible for the IT Service Desk, Desktop Services, select Security services, and mobile devices (both iOS and Android based).  The position is responsible for the IT support functions for 600+ employees and 7,8 facilities on the East Coast.  The position will require someone with a combination of strong technical capabilities, hands on actions, mentoring, coaching and leading their team, and excellent documentation and communication skills.  


Responsibilities & Activities:


  • Manage Service Desk function – includes intake, prioritization, and response to all incident/change requests.  These duties also include operating our IT service management processes (incident, change), define and implement ITSM tools, and call reporting metrics
  • Oversee Desktop Services – includes end-user computing (EUC) devices (desktop, laptop, tablet, MFP/printer, smart phones) and associated software (PC images, office productivity, business applications, etc.). These duties also include new deployments/releases, upgrades, relocations, security patching, and maintenance/repairs
  • Perform Security/risk activities – includes end user access controls (network), IT general control audits (& remediation plans), and company’s IT security policies
  • Oversee EUC projects – includes hardware/software life-cycle refreshes and the associated project admin duties (managing budget, milestones/plans, resources, risks, status reporting)
  • Execute procurement/contract activities – solicitations/RFP, alternative bid/pricing, software licensing, vendor professional services contracts and statement-of-work
  • Maintain vendor relationships – negotiate rates, statement-of-work, service levels, consultant assignments, and project deliverables and timelines
  • Oversee staff/consultant activities – team assignments, resource needs, standard operating procedures, and performance standards/reviews
  • Establish/maintain financial budgets for group – capital plans, operating expenses, licenses, labor (employee, professional services), and subscriptions


Qualifications and Skills:

• Strong management skills, at least 3+ years of experience managing IT support teams

  • Experience with operating an IT Service Desk function (tickets, incident/change processes, etc.)
  • Experience of IT service management processes & practices (ITIL, ITSM)
  • Experience in running End-User systems (hardware, operating systems, productivity applications)
  • Proficiency with application support (business applications, database systems, office productivity suite)
  • Experience configuring of servers, PCs, printers, network devices and associated hardware/software. Management of Windows-based network including creation of users, groups, and domain policies.
  • Familiar with Windows Server OS, Active Directory, and knowledge with Linux is a big plus
  • Enforce strict adherence to all appropriate Company and Department procedures and policies relating to information systems, technology, and their uses
  • Manage and maintain telecommunication systems
  • Strong customer-service skills, a good communicator at all levels, both verbally and written
  • Experience motivating and directing workforce (employee, consultants)
  • Exhibit skills in managing budgets (operating expenses, capital) and the administrative duties
  • Demonstrate experience with coordinating vendor contracts, bid/solicitation, SOW, etc.
  • Experience in leading projects thru its life cycle (plan-exec) and the admin duties (reporting, etc.)
  • Proven analytical and problem-solving abilities
  • Must be able to multi-task and juggle multiple priorities while ensuring successful completion for all items
  • Demonstrated ability to influence, collaborate and communicate directly at various organizational levels

Job ID: 4925

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