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IT Operations Manager

Job Description

IT Operations Manager Summary:

Signature Consultants is seeking an IT Operations Manager for an opportunity in Coppell, TX. The Operations Manager will be responsible for a team of NOC engineers and desktop operations with four direct reports. Successful candidates need to have strong management, flexible with completing priorities, be able to make decisions and take initiative, and problem solve to come up with resolutions. Experience with Microsoft desktop operating systems, Microsoft server platform, Skype for business, telephony, and understanding of voice systems and routing are all important. Our client is looking for a balance between technical and management skills.

Responsibilities:

  • Manage a team of NOC engineers and desktop services resources by setting common service delivery, communication and escalation procedures
  • Ensure ITIL processes are followed (including, but not limited to, Incident, Problem, and Request Fulfillment)
  • Responsible for the oversight and management of outsourced managed voice and contact center platforms
  • Responsible for monitoring managed outsourced WAN connectivity, escalating as appropriate, and timely communicating operational impacts
  • Work directly with the Service Management team to accurately document service descriptions, operating level agreements (OLA's), service-level agreements (SLA's), and relevant reviews of contracts to ensure delivery of service
  • Further define and enforce service levels agreements in consultation with end users to establish problem resolution expectations and timeframes
  • Analyze performance of team activities and documented solutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems or repeat issues
  • Ensure that effective communication and problem management occurs as deemed necessary
  • Manage targeted communications in the event of a service outage
  • Monitor Service quality through periodic review of customer satisfaction via survey feedback
  • Manage the procurement of IT-related hardware and software
  • Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues
  • Manage strategic vendor and partner relationships; Working closely with vendors to determine near-term and long-term impacts on product updates on existing infrastructure, and to manage future costs relative to new technologies
  • Manage relationships with key vendors to understand and incorporate their risk mitigation plans into those of the company
  • Monitor productivity of the NOC team by routinely reviewing incident calls and adjust staff schedules as necessary
  • Handle all management level responsibilities for staff, including performance reviews, employee development, hiring, firing, coaching and counseling
  • Ensure a positive work environment and awareness of all staff of company goals, objectives and compliance to all applicable employment policies

Requirements:

  • Education - BS in Computer Science, MIS, or related degree; ITIL Foundations Certification preferred
  • Experience - Has 10 or more years of IT and business industry work experience, with leadership experience in managing multiple cross-functional teams or projects, and influencing senior level management and key stakeholders. A demonstrable history of influencing others through consensus building in a cross functional / matrix environment
  • Technology - Understands all components of multi-location retail IT infrastructure and how they support the business; familiarity with point of sale systems desired
  • Business Acumen - Understands how business works; knows the competition; knowledgeable in current and possible future policies, practices, trends, technology; and information affecting his/her business and organization
  • Customer Focus - Uses data information to improve service, and acts with customer in mind
  • Drive for Results - Can be counted on to exceed goals successfully. Steadfastly pushes self, partners, and others for results. Able to define, measure, and report meaningful measures of service and process effectiveness
  • Process Management - Familiarity with ITIL process principles. Process oriented and implements, operates, and designs and improves processes to get things done
  • Vendor Management - Able to develop relationships and define processes and services with vendors. Able to develop metrics that measure the value contributed by partners and hold them accountable for results
  • Developing Direct Reports - Holds frequent development discussions; constructs compelling development plans and executes them; will take on those who need help and further development; is a people builder
  • Planning and Organization - Sets objectives and goals; breaks down work into the process steps; anticipates and adjusts for problems and roadblocks. Can gather resources (people, funding, material, support) to get things done. Use resources effectively and efficiently
  • Peer Relationships - can quickly find common ground and solve problems for the good of all. Can represent his/her own interests and yet be fair to other groups. Can solve problems with peers with a minimum of noise. Encourages collaboration and is effective at owning a process that spans groups of stakeholders
  • Decision Quality - Makes good decisions based upon a mixture of analysis, wisdom, experience and judgment. Most of his/her solutions and suggestions turn out to be right over time. Sought out by others for advice and solutions
  • Presentation and Communication Skills - Effectively communicates with clarity and conciseness both inside and outside the organization; commands attention and can manage group process during the presentation; can change tactics midstream when something isn't working

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the eighth consecutive year, Signature was voted as one of the 'Best Staffing Firms to Work For' and is now the 15th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 26 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients' technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com.

Job Requirements

 

Job Snapshot

Location US-TX-Coppell
Employment Type Full-Time
Pay Type Year
Pay Rate $120,000.00 /Year
Store Type IT & Technical
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Company Overview

Signature Consultants

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the eighth consecutive year, Signature was voted as one of the "Best Staffing Firms to Work For" and is the 15th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 26 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients' technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com. Learn More

Contact Information

US-TX-Coppell
Snapshot
Signature Consultants
Company:
US-TX-Coppell
Location:
Full-Time
Employment Type:
Year
Pay Type:
$120,000.00 /Year
Pay Rate:
IT & Technical
Store Type:

Job Description

IT Operations Manager Summary:

Signature Consultants is seeking an IT Operations Manager for an opportunity in Coppell, TX. The Operations Manager will be responsible for a team of NOC engineers and desktop operations with four direct reports. Successful candidates need to have strong management, flexible with completing priorities, be able to make decisions and take initiative, and problem solve to come up with resolutions. Experience with Microsoft desktop operating systems, Microsoft server platform, Skype for business, telephony, and understanding of voice systems and routing are all important. Our client is looking for a balance between technical and management skills.

Responsibilities:

  • Manage a team of NOC engineers and desktop services resources by setting common service delivery, communication and escalation procedures
  • Ensure ITIL processes are followed (including, but not limited to, Incident, Problem, and Request Fulfillment)
  • Responsible for the oversight and management of outsourced managed voice and contact center platforms
  • Responsible for monitoring managed outsourced WAN connectivity, escalating as appropriate, and timely communicating operational impacts
  • Work directly with the Service Management team to accurately document service descriptions, operating level agreements (OLA's), service-level agreements (SLA's), and relevant reviews of contracts to ensure delivery of service
  • Further define and enforce service levels agreements in consultation with end users to establish problem resolution expectations and timeframes
  • Analyze performance of team activities and documented solutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems or repeat issues
  • Ensure that effective communication and problem management occurs as deemed necessary
  • Manage targeted communications in the event of a service outage
  • Monitor Service quality through periodic review of customer satisfaction via survey feedback
  • Manage the procurement of IT-related hardware and software
  • Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues
  • Manage strategic vendor and partner relationships; Working closely with vendors to determine near-term and long-term impacts on product updates on existing infrastructure, and to manage future costs relative to new technologies
  • Manage relationships with key vendors to understand and incorporate their risk mitigation plans into those of the company
  • Monitor productivity of the NOC team by routinely reviewing incident calls and adjust staff schedules as necessary
  • Handle all management level responsibilities for staff, including performance reviews, employee development, hiring, firing, coaching and counseling
  • Ensure a positive work environment and awareness of all staff of company goals, objectives and compliance to all applicable employment policies

Requirements:

  • Education - BS in Computer Science, MIS, or related degree; ITIL Foundations Certification preferred
  • Experience - Has 10 or more years of IT and business industry work experience, with leadership experience in managing multiple cross-functional teams or projects, and influencing senior level management and key stakeholders. A demonstrable history of influencing others through consensus building in a cross functional / matrix environment
  • Technology - Understands all components of multi-location retail IT infrastructure and how they support the business; familiarity with point of sale systems desired
  • Business Acumen - Understands how business works; knows the competition; knowledgeable in current and possible future policies, practices, trends, technology; and information affecting his/her business and organization
  • Customer Focus - Uses data information to improve service, and acts with customer in mind
  • Drive for Results - Can be counted on to exceed goals successfully. Steadfastly pushes self, partners, and others for results. Able to define, measure, and report meaningful measures of service and process effectiveness
  • Process Management - Familiarity with ITIL process principles. Process oriented and implements, operates, and designs and improves processes to get things done
  • Vendor Management - Able to develop relationships and define processes and services with vendors. Able to develop metrics that measure the value contributed by partners and hold them accountable for results
  • Developing Direct Reports - Holds frequent development discussions; constructs compelling development plans and executes them; will take on those who need help and further development; is a people builder
  • Planning and Organization - Sets objectives and goals; breaks down work into the process steps; anticipates and adjusts for problems and roadblocks. Can gather resources (people, funding, material, support) to get things done. Use resources effectively and efficiently
  • Peer Relationships - can quickly find common ground and solve problems for the good of all. Can represent his/her own interests and yet be fair to other groups. Can solve problems with peers with a minimum of noise. Encourages collaboration and is effective at owning a process that spans groups of stakeholders
  • Decision Quality - Makes good decisions based upon a mixture of analysis, wisdom, experience and judgment. Most of his/her solutions and suggestions turn out to be right over time. Sought out by others for advice and solutions
  • Presentation and Communication Skills - Effectively communicates with clarity and conciseness both inside and outside the organization; commands attention and can manage group process during the presentation; can change tactics midstream when something isn't working

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the eighth consecutive year, Signature was voted as one of the 'Best Staffing Firms to Work For' and is now the 15th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 26 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients' technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com.

Job Requirements

 
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