IT OPERATIONS MANAGER

Major Duties & Responsibilities

A. Management and Reporting Services

· Monitoring Services: Monitor all services and ensure uptime and performance targets are met.

· Event Management: Coordinate and manage all events, ensuring that all aspects of the event are executed successfully.

· Configuration Management: Develop, maintain and update configuration management processes, tools, and documentation.

· Asset Management: Develop, maintain and update asset management processes, tools, and documentation.

· Performance Management: Develop, maintain, and update performance management processes, tools, and documentation.

· Capacity Planning: Develop, maintain, and update capacity planning processes, tools, and documentation.

· Network & Systems Security: Develop, maintain, and update network and systems security policies, procedures, and controls.

· Systems / Configuration Back-ups & Disaster Recovery: Develop, maintain, and update backup and disaster recovery processes, tools, and documentation.

· Technology / Industry Assessments: Conduct regular assessments of technology and industry trends, and recommend new technologies, tools, and processes to enhance operational efficiency and reduce costs.

· Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance.

B. Technical Oversight Services

· UCC Voice/Call Center System: Oversee the operation of the UCC voice/Call Center system, ensuring that all users receive high-quality service.

· Microsoft-Skype for Business: Oversee the operation of the Microsoft-Skype for Business system, ensuring that all users receive high-quality service.

· Video Infrastructure and Web Collaboration: Oversee the operation of the video infrastructure and web collaboration system, ensuring that all users receive high-quality service.

· Conference Room: Oversee the operation of conference rooms, ensuring that all users have access to high-quality facilities.

· Software Eng/Dev/VideoCast): Oversee the operation of software engineering, development, and videocasting, ensuring that all users receive high-quality service.

· Messaging Infrastructure: Oversee the operation of the messaging infrastructure, ensuring that all users receive high-quality service.

· Other Services: Oversee the operation of other services, ensuring that all users receive high-quality service.

Basic Qualifications

· Strong leadership and communication skills

· Able to manage multiple projects and priorities simultaneously

Experience/Education

· 7+ years of managing IT operations and engineering in a federal environment supporting a user community of over 25,000

· Bachelor’s degree in computer science or a related field

· Certifications: ITIL v4 (required) PMP (strongly preferred)