Director of IT Operations

Job Description Summary

              Lead the Information Technology Operations team to meet the company’s business objectives and business milestones by providing IT support for all Corporate and  Regional locations and by building a technical environment that supports and enhances business operations. The Director of IT Operations will also be responsible for cyber security, data center, cloud deployment, data protection, and disaster recovery.

Essential Job Functions and Responsibilities:

• Manage IT Operations including the Helpdesk and Network teams. 
• Oversee all operations projects, and ongoing operations with an emphasis on providing customer service. 
• Hire, evaluate and mentor new staff.    Oversee the selection and management of operations technical staff.
• Manage all contracts related to data center, building phones lines, WAN, printers, telephone, and other technology related vendors.
• Work closely with the applications support to ensure that all development projects are tightly integrated with IT Operations and ensuring that deployment, and ongoing support of any company developed applications adheres to our service level commitments.
• Evaluate new technologies to meet companies’ corporate objectives and find innovative ways to expand their business capacities.
• Work with the SVP, IT to approve the purchase of computer equipment, vendor contracts, consulting fees, and review the needs for employee training.
• Create and maintain the Policies and Procedures manual for the operations of the IT department.
• Maintain the existing Service Level Agreement between the IT department and all employees to create an environment where expectations are set and can be routinely upheld.
• Create, maintain, and test the Disaster Recovery Plan.
• Ensure the protection of all critical business data.  Establish, execute, monitor, and test the backup strategy.
• Delegate and manage the resources to ensure that critical path projects are accomplished on time and on budget. 
• Oversee the evaluation and selection of third-party software products.  Initiate and close major software purchases and vendor contracts.
• Manage relationships with key vendors to determine the best solution and achieve favorable pricing and terms.  Responsible for the procurement of IT Infrastructure equipment and maintenance contracts.

Knowledge, Skills & Abilities:

• Strong management, interpersonal, technical leadership, coaching and mentoring skills.  Should be results-oriented, with a pragmatic approach to conflict resolution, problem solving and group decision-making.  Project Management skills are essential.
• Demonstrated ability to manage the development of high performing teams, promote open communications and challenge the development of the individuals in the team.
• Strong technical understanding of Windows server architecture, Cisco Meraki WAN networking, VM Ware, Citrix and PC hardware platforms.
• Ability to communicate effectively with technical and non-technical people across the company.
• Experience providing on-going technical operations support and customer service for customers in a diverse environment. 
• Experience defining and managing a broad technical environment while providing management to department employees.
• Active Directory Design and Maintenance.
• MS Exchange configuration and management.
• Windows Server installation and management.
• Installation, configuration, and management of Windows and Mac desktops/laptops.
• TCPIP configuration.  Understanding of Broadband connections and firewall/router configuration.
• Understanding of telecommunications, analog and VOIP phone systems.
• Desktop image creation, maintenance, and deployment.
• Must possess demonstrable knowledge of MS Office365 products.
• Must possess proven skill in IP/Networking.
• Must possess skill in cyber security tool and controls.
• Must possess experience developing, leading, and working in a team-oriented, collaborative environment.
• Ability to motivate and direct staff members.
• Must demonstrate ability to provide exceptional customer service.
• Solid relationship management and performance management skills.
• Must demonstrate support of company core values.
• Exceptional written and oral communication skills.
• Must demonstrate ability to present ideas in user-friendly language to non-technical staff and end users.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly and demonstrate attention to detail.
• Must possess proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Must be resourceful and well organized.
• Must present a professional image.

Education and Background:

• College diploma or university degree in the field of computer science, information sciences, or related field and/or 10 years equivalent work experience required.
• 10+ years of IT experience required.
• 10+ years of management/team leadership experience required.
• A history of on-going professional training is desired in topics such as leadership development, management of IT employees, process reengineering, and project management.
• MCSE certification preferred.
• CCNA certification preferred.