Employment Opportunities » Managed Services Operations Manager / Director
Managed Services Operations Manager / Director
Job Type: Full Time
Posted: October 21, 2014
Location: Greater Philadelphia Area
The duties of an operations manager vary from ensuring that customer satisfaction is met down to vehicles being properly maintained, but generally include: monitoring existing processes and analyzing their businesses effectiveness; creating strategies to improve productivity and efficiency; manage quality assurance programs; and the supervising and training of other employees.
Additional responsibilities will include:
- Managing day-to-day activities pertaining to the IT services offered
- Coming up with new processes and strategies, must be able to see both the big picture and the minute details
- Daily tasks may include: reading, writing, and analyzing reports and statistics
- Researching new technologies or methods of efficiency while improving managed services offerings such as IT Support, Hosted Exchange, VoIP, Network Monitoring and Backup Services
- Responsible for the software release process and related updates/patches
- After hours on-call responsibilities process management
- Experience and knowledge in server virtualization concepts such as consolidation, live migration, disaster recovery etc. with proven hands-on experience
- Working knowledge of high- availability and disaster recovery architectures and processes
- Strong understanding of web services and content delivery networks
- Working knowledge and understanding of IP networks, TCP/IP and network management protocols and network services
- Manage the monitoring and maintenance of all company systems, including telecommunications, production servers, employee computers, network software and hardware, peripherals, back office
- Define, implement and maintain IT policies, procedures and best practices
- Provide senior technical leadership; perform capacity planning tasks and provide recommendations for the improvement and growth of the IT
- Manage technical vendor relationships for both internal and client facing systems.
- Ensure data integrity and network security
- Maintain all hardware assets and adhere to Accounting fixed asset purchase and end-of-life processes
- Manage and participate in the day-to-day activities of the company helpdesk to ensure professional customer service and timely systems support.
- Manage and mentor employees
- Responsible for identifying and incorporating new technologies to improve performance and reduce costs
Qualifications
- BS/BA degree in Information Technology and or MIS (Management Information Systems)
- 10 or more years of combined employed Computer Support experience and administrative support of IT Systems
- Proven work experience working with Windows Environments for Small to Mid-Sized businesses (Apple OSx experience a plus)
- Demonstrated ability to communicate effectively and professionally
- Must have effective written/verbal communication skills and effective internal/external customer relations skills
- Willing to travel up to 10% of a typical month for training, conferences and/or field support of implementation teams and customer satisfaction meetings
- Have a can do attitude with a take ownership approach. Experience with equipment and network topology configuration and administration
- Advanced understanding of protocols such as TCP/IP, DNS, SMTP, FTP, SSL, SMTP, HTTP, etc.
- Have a good understanding of NOC management, hardware specifications, Operating Systems, web server technologies, caching technologies, databases and capacity planning
- Solid knowledge of server and desktop hardware
- Experience with data backup and recovery
- Experience securing systems, servers, web sites and networks
- Strong organizational and project management skills
- Good vendor management and negotiation skills, to include RFPs, SLs, project deliverables
- Experience working with Cloud-based services is desired
- Must be willing to work across all levels in the organization
- Highly skilled in design of infrastructure and troubleshooting web based applications
- Professional Certifications or training in addition to required degree.
- Microsoft Certified Professional and other industry related course completions.
- Experience in the installation, configuration and maintaining of Enterprise IT systems.
- EDU experience with technology is desired but not required.
