Location: Portland, OR
This IT Ops Manager role is responsible for the Infrastructure and Operations of the IT organization. He/she oversees and directs the day-to-day activities of our IT Operations (IT Ops) department, ensuring that systems, services, and infrastructure work reliably and securely. This position is the primary architect of our technology infrastructure and the visionary of an outstanding technology end user experience. If this is the challenge you seek please send your resume to firstname.lastname@example.org. We value diversity in the workplace and encourage women, minorities, and veterans to apply. Thank you!
Job Type: FTE
ESSENTIAL DUTIES AND RESPONSIBILITIES
We manage technology in a manner based upon the Information Technology International Library (ITIL) guidelines. The IT Ops Manager will serve as the Process Owner for the following disciplines:
1. Operations Management
a. Plan, maintain and improve our computing infrastructure
b. Ensure the backup and recoverability of our data and infrastructure
c. Provide visible leadership and articulate strategies and plans for the execution of IT projects
d. Implement and manage the monitoring of the performance and capacity of all IT infrastructure, both on premise and off-site. Make monitoring data clean and visible to all IT personnel.
e. Monitor and maintain appropriate Service Levels (SLAs) for all IT Operations
f. Continuously improve the customer experience in using the products of our computing environment. Regularly survey both management and all employees regarding their satisfaction with IT Operations services.
g. Manage departmental budget, including capital equipment.
h. Publish data in dashboard form to demonstrate the performance of the IT Operations Team, systems, and infrastructure.
2. Service Desk
a. Manage the Help Desk function as the customer interface to IT
b. Present a clear point of contact to the computer user community to access all IT services and assets.
c. Manage security practices and access to the company’s data and infrastructure in accordance with our security policies and procedures
d. Measure and maintain a level of customer satisfaction higher than the average of similar organizations
e. Maintain a playbook of all systems and routines, which includes what is affected and who to notify in case of outages or failures.
f. Manage a communications program to keep users and stakeholders informed regarding systems changes.
3. Incident and Problem Management
a. Monitor support incidents. Initiate appropriate strategies when needed to keep ticket volumes lower than average of similar organizations.
b. Identify patterns of incidents that indicate a problem in our configurations, equipment, or user skills. Initiate appropriate projects to address problems and lower overall incidents.
c. Manage the time to resolution of incidents. Assure that all incidents are resolved for customers in the shortest possible time.
d. Use Incident and Problem data to increase the quality of the user experience.
4. Availability and Capacity Management
a. Manage installations and maintenance of all server, desktop, print, network and storage components.
b. Manage basic services such as email, storage, internet access, and phones in way that keeps them fully available to users at all times.
c. Plan and manage capital and expense budgets for IT Infrastructure
d. Assure that all systems have active monitoring in place to assess their availability and capacity.
5. Change Management
a. Manage the process for all changes to system configurations and software (excludes personal devices).
b. Manage the Change Authorization Board to authorize all changes prior to implementation per ITIL practices.
c. Assure that all changes are logged in a publicly viewable location.
d. Assure that all changes are appropriately announced and communicated to all stakeholders.
e. Implement any additional practices or processes to reduce risks.
6. Asset Management
a. Manage partnerships and contracts with vendors.
b. Maintain all assets in an asset management database that is current and visible to all stakeholders.
c. Provide procurement and installation services, including budgeting and vendor management.
7. Configuration Management
a. Maintain a database for standard configurations for all networked devices (CMDB).
b. Manage the development and updating of standard configurations for all networked devices.
c. Monitor other processes and inputs in order to use quality configurations to improve the user experience.
8. Release Management
a. Function as the Release Manager for all changes to existing systems and implementations of new systems.
b. Assure that software releases are structured and occurs at designated times. Provide appropriate resistance to unscheduled releases.
c. Assure that every release goes through standard processes (Build, Test, Approve, Deploy, Confirm).
9. IT Security & Risk Management
a. Establish and Manager a Security Management Strategy
b. Evaluate Risk and advise towards acceptable levels of risk in technology projects.
c. Assure that Security Controls within Business Process are in place and adequate.
d. Collaborate with Facilities Management in developing and maintaining Business Continuity Plans
e. Maintain an effective Disaster Recovery Plan which includes annual testing.
The IT Ops Manager actively supervises, manages and coaches his/her team to deliver these services at the highest level of service. The position will delegate responsibilities to his/her team of technology experts, then provide them with the professional development, training and mentoring they need to be successful.
OTHER DUTIES AND RESPONSIBILITIES
• Be available 24x7 for widespread outages and emergencies
• Participate in strategic and cross-departmental initiatives to further our mission and effective operation
• Assist the Director in the development of IT strategy, setting of IT policies, innovation, and maintaining stakeholder relations.
MINIMUM QUALIFICATIONS AND EXPERIENCE
• Bachelor’s degree, Master’s degree, or equivalent experience in computer science, business administration, or related field.
• 5 or more years’ experience successfully managing a professional technology staff. Experience with service desk, infrastructure, and the Cloud.
• Hands-on knowledge of network operations, server systems, desktop computing and storage.
• Advanced experience leading multiple projects simultaneously.
• ITIL experience.