IT Operations and Technical Support Manager

Job Summary

• Lead and direct daily department operations, including prioritizing, scheduling, and coordinating assignments related to IT support, troubleshooting, repair, maintenance, and upgrades.
• Coordinate the planning, installation, operation, and maintenance of corporate voice, and data systems.
• Ensure effective and reliable access to corporate information resources and support the implementation and operation of data and telecommunications technologies.
• Oversee telco service provisioning and proper chargeback
• Ensure the timely, cost-effective repair, upgrade, replacement, and maintenance of IT hardware, and related equipment.
• Develop, implement, and monitor standard operating procedures, work processes, department objectives, schedules, and performance measures.
• Research and evaluate emerging technologies; recommend purchases and improvements based on business and technical requirements.
• Support the development and implementation of IT policies, procedures, budgets, objectives, and strategic initiatives.
• Develop department reports, technical documentation, presentations, and other records reflecting operational activities and project status.
• Represent the department as primary contact with internal senior management, employees, customers, vendors, and external representatives.
• Participate in workforce planning, interviewing, selection, retention, performance evaluations, promotion recommendations, and employee development.
• Develop or coordinate training programs and procedures for technical support personnel.
• Provide direction and guidance to assigned staff and coordinate resources to meet established deadlines, milestones, and service expectations.
• Maintain the strict confidentiality of sensitive information.
• Ensure compliance with applicable laws, regulations, company policies, and other business obligations. Ensure work is performed safely in accordance with established procedures and practices.
• Perform other duties as assigned or required.

Job Qualifications

• Typically requires a bachelor’s degree in information technology, computer science, or a related field, and nine or more years of progressively complex experience in information technology, technical support, systems administration, telecommunications, or a related corporate environment. Three or more years of supervisory or team-lead experience is preferred. Equivalent professional experience may be substituted for formal education.
• Comprehensive knowledge of IT support, networks, telecommunications, and centralized computer services.
• Knowledge of IT security administration and applicable technical policies, procedures, regulations, and practices.
• Leadership skills to include organizing, planning, scheduling, assigning, and coordinating workloads.
• Ability to develop objectives, procedures, budgets, schedules, reports, and technical documentation.
• Ability to research technology and make sound purchase or upgrade recommendations.
• Ability to analyze and resolve routine and non-routine technical, operational, and management issues.
• Strong customer service orientation and the ability to work effectively with all levels of employees, management, vendors, and outside representatives.
• Strong written, verbal, presentation, and interpersonal communication skills.
• Ability to work independently and effectively lead in a team environment.
• Ability to prioritize and manage multiple assignments while meeting deadlines.
• Ability to work extended hours and travel as required.
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• Voice and data telecommunications
• IT service delivery and infrastructure support
• Technology evaluation and procurement recommendations
• Staff supervision, training, and development
• IT policies, procedures, budgeting, and project coordination
• Internal and external customer and vendor communication

• Internal Title: Data Telecom Manager II
• Experience Level: Management
• Full-Time/Part-Time: Full-Time Salary
• Workstyle: Hybrid
• Pay Range Low: 84,000
• Pay Range High: 140,625
• Job Category: Information Technology
• Travel Percentage Required: 0% - 25%
• Relocation Assistance Provided?: No
• Clearance Required?: No
• US Citizenship Required?: Yes
• Employee Referral Bonus Amount: 1000.00