IT Operations Manager

TASKS OF THE POSITION

• Primary relationship owner of all technology vendors, including management of the Managed Services Provider
• Serves as a member of the Senior Leadership Team with expectations to keep the team apprised of all technology impacts, as well as keeping the IT team up to date with all business directives
• Responsible for managing the IT Helpdesk and leading the IT team to meet SLA expectations of the business for all helpdesk tickets
• Responsible for ensuring the business receives all technology training applicable to execute their job duties
• Accountable for managing escalations to vendors and ensuring that all issues reach a resolution
• Responsible for the successful onboarding of all new employees to every technology system in use at the agency
• Regularly engages with all key business leaders to assess technology needs, user adoption issues, and emerging trends
• Regularly participates in emerging technology discovery opportunities and learning opportunities to ensure the agency remains on pulse with modern practices
• Supports the Cybersecurity Officer with the management of CAP and implementation of technology solutions that protect the agency from threats
• Executes the technology priorities of the Executive Leadership Team and helps manage the IT Roadmap
• Act as Tier III Helpdesk support

KNOWLEDGE/SKILLS/ABILITIES

• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving aptitude.
• Experience with system installation, configuration and analysis
• Thorough knowledge of networks and cloud computing
• Knowledge of data protection operations and legislation (e.g. GDPR)
• Must be able to work on-call, including nights and weekends when required
• Leadership and organizational skills
• Ability to manage multiple projects
• Outstanding communication skills

SUPERVISORY RESPONSIBILITY

• Helpdesk Technician, I.T. Systems Administrator

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QUALIFICATIONS (EDUCATION / TRAINING)*
Required:

• High School Diploma
• 15 years of IT experience with a High School Diploma
• 5 years of IT leadership or management
• 3 years of training material creation or execution experience
• 3 years of IT helpdesk experience
• Strong knowledge of Windows 10, Microsoft 365, any HRIS software, any CRM software, and any EHR software

Preferred:

• BSc/BA in Computer Science, IT or relevant field
• ITIL Certification or other service management experience
• Cybersecurity certification

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 25 pounds at time.

By the Agency’s mission statement, policies and procedures, professional Code of Ethics, State of Michigan licensing, contracts, funding, and COA standards; the I.T. Operations Manager is responsible for overseeing the organization’s technology functions and ensuring the IT systems are secure, consistent and reliable.

Job Type: Full-time

Pay: $83,085.00 - $115,000.00 per year

Salary : $83,085 - $115,000