IT Operations Manager

Now Hiring IT Operations Manager for a Permanent Opportunity in Southfield, Michigan.

The IT Operations Manager leads the IT Operations Team \ Support Center in planning, deploying, monitoring, and maintaining the enterprise desktop environment and daily operations tasks. With a major focus on the end user experience this position will demonstrate and teach technical individuals how to delivery great service with great customer service. The IT Operations Manager will act as a manager and mentor to their employees. This is considered to be a working manager role for someone who is able to teach through demonstration

The IT Operations Manager is responsible for managing the Support Center which includes Technical Support Specialists and Systems Administrators. The Support Center is the first line of technical support for the organization. They take all calls, perform triage, and solve issues or route them to the appropriate resource for resolution. The Support Center monitors all systems and takes appropriate action when alert conditions are identified. As part of the operations role the Support Center is responsible for scheduling and execution of all operational processes such as file uploads, downloads, automated reports, etc. In addition, the Support Center is responsible for creating, modifying, and disabling all network and system accounts as needed as well as all User Access Administration.

The Support Center also handles all Operational tasks including daily backups, managing the enterprise antivirus solution, ensuring the creation and maintenance of monitoring systems to provide advance notice of issues or potential issues. During times of service disruption, the Support Center will be the hub of tracking and disseminating information to the executive team.

The IT Operations Manager acts to ensure integrity of organizational-wide data, propriety information and related intellectual property through information security and access management (Physical and logical). Any security issues discovered by the Support Center are reviewed by the IT Operations Manager for further action and if necessary are forwarded to the Director of IT Service Delivery.

KEY JOB RESPONSIBILITIES:

• Ensures systems availability and performance are meeting business needs through constant monitoring of all systems.
• Drives the continual improvement of the end user experience and monitoring capabilities by staying abreast of new technologies and processes that can benefit our member experience.
• Provides detailed status reports and provide metrics to measure performance for both systems and team.
• Implement and maintain patch and vulnerability management programs.
• Financial/Budget management
• Vendor Management including key relationships, contracts, and service level management.
• Manages numerous projects including new branch deployments, major software rolls outs, and technology refresh.
• Ensures the Code of Conduct, Core Values, Isms and other aspects of the culture are upheld and encouraged by all team members within the team. Be an advocate of the culture, supporting diversity, philosophy and other initiatives. Fosters a positive image
• Directly supervises team members in the IT Operations team. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities may include interviewing and making hiring recommendations; training team members; planning, assigning and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

Qualifications

KNOWLEDGE, SKILLS & ABILITIES:

• Thorough knowledge of the Windows Desktop Operating System and troubleshooting techniques.
• Must be familiar with ITIL Foundation. Knowledge of an ITIL based tool set such as ServiceNow would be a plus.
• Knowledge of monitoring Frameworks or applications is essential for success.
• Experience with Enterprise Job Scheduling software a plus.
• Ability to respond to common inquiries or complaints from management or members, regulatory agencies, or members of the business community.
• Ability to prioritize support issues based on business\member impact.
• Ability to write policy statements, procedural and operating manuals, and speak effectively before groups of team leaders or team members
• Knowledge of Bank departmental procedures and ability to adjust computer parameters to conform to policy changes.
• Ability and willingness to work alone, and irregular hours and days.

QUALIFICATIONS/REQUIREMENTS:

• Bachelor’s degree in finance, business, computer science or management information systems. Specific Leadership, Management or Project Management certifications are a plus.
• 8+ years of leadership experience leading a technical team ensuring that the Technical Support function of the Bank/ Credit Union performs according to member and market demands for service and security.
• 8+ years of significant project management experience, including infrastructure consolidations and major product and release upgrades.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• A proven track record of achieving extraordinary results in challenging environments.
• Experience with managing service levels to achieve extraordinary performance.
• A respected reputation for partnership and collaboration with Technology service partners and the internal lines of business.
• Absolute commitment to ensuring the Operations Team meets all audit and regulatory internal controls requirements.
• Demonstrated competence in leading a team and building teamwork to achieve exceptional results.
• Financial Institution experience is preferred
• Fully knowledgeable in Banking/ credit union terminology and acronyms commonly utilized in the day to day communication of staff, policymakers and others involved in the credit union system.

Thanks,

Matheen

Sr. Lead Global Talent Acquisition Recruitment

WIT Inc.

900 Tower Drive, Suite 325 Troy, MI 48098

Email: matheen.syed AT witinc.com

Cell: 248-703-2536

Schedule time on my calendar

http://www.linkedin.com/in/matheen-syed

http://www.witinc.com

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Job Type: Full-time

Salary: $100,000.00 /year

Experience:

• IT: 1 year (Preferred)

Additional Compensation:

• Bonuses

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan