IT Operations Manager

SUMMARY

The Manager of Internal Operations oversees all day-to-day internal operations of the Office of Technology Programs and Services. This includes: 1) user support/help desk; 2) network operations; 3) user training; and 4) special projects. Manages the help desk team. Oversees network operations projects and activities performed by outside contractors. Works with business units to determine best uses of technology to accomplish their goals. Works with the Office of Human Resources Management to develop training curricula for the organization, including forming relationships with technology training vendor companies.

 

SAMPLES OF WORK

Staff Management

·         Manages full-time staff and contractors.

·         Reviews performance of staff on an annual basis consistent with COG HR policy.

 

Strategy

·         Sets goals and strategic direction for internal IT operations, along with the CTO.

·         Maintains the Internal Operations portion of the OTPS Strategic Plan.

 

Performance Management

·         Establishes metrics for system performance, service levels and security events.

·         Monitors adherence to metrics and reports regularly to CTO.

 

Project Management

·         Maintains COG’s internal IT project portfolio.

·         Communicates directly and regularly with project stakeholders.

 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

·         Knowledge of help desk procedures and best practices.

·         Knowledge of local and wide-area network technologies, including networking hardware (switches, routers, firewalls, servers), management software, network operating systems and protocols (particularly TCP/IP).

·         Strong background in installing, maintaining, troubleshooting and managing Microsoft Windows-based computers in a networked environment. Strong understanding of Windows Active Directory.

·         Familiarity with the Linux operating system, particularly the Red Hat distributions.

·         Familiarity with Windows Mobile and Blackberry Enterprise Server.

·         Knowledge of the following software packages required:

o        Microsoft Exchange Server

o        Microsoft SQL Server

o        Microsoft Sharepoint Services/Portal Server

o        Microsoft System Center Configuration Manager

o        Symantec Mail Security/Antivirus

·         Familiarity/fluency in the following applications a plus:

o        Cisco IOS (switch, router, firewall, wireless)

o        Deltek Costpoint

o        ESRI software (ArcGIS, ArcIMS, ArcSDE)

o        Macromedia Breeze/Adobe Connect

o        Microsoft CRM

o        Microsoft Office 2007

o        Microsoft Windows Vista

o        Nagios

o        Numara Track-IT

o        Oracle DBMS

o        SAS

o        ZyImage

·         Excellent customer service skills.

·         Ability to describe technical topics from a business perspective.

·         Good personnel management skills.

·         Ability to work on multiple projects with competing deadlines.

·         High attention to detail.

·         High degree of conscientiousness.

 

Education and Experience

A four-year college degree is required, preferably in CS, MIS or similar field of study. At least five years working in IT on the level of a system engineer or above is required. Two or more years managing technical staff is preferred.

 

Communication Skills

Ability to speak and write clearly in the English language is essential. Ability to work closely with others in an office environment is essential. Ability to effectively communicate goals and priorities to direct reports is essential.

 

Reasoning Ability

The employee must be able to deduce correctly the root cause of an IT problem, based on available data and his or her previous experience.

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to perform successfully the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to walk, sit, stand and reach with hands or arms. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The noise level in the work environment is usually moderate. Work in the COG data center will be necessary, which has a higher noise level than normal and is kept at a temperature no greater than 65°F. This will typically not represent more than ten hours per working week.