9 days old

IT Operation Manager

Secaucus, NJ 07094
  • Job Code
    581379
  • Payrate
    $100,000 To $130,000

IT Operation Manager


Job Description


The IT Operations Manager will manage a Helpdesk team providing support to the Company employees. This person will provide direction to the team per established policies and management guidance. The IT Operations Manager will develop and administer company policies that directly affect the productivity of the team. This person will also conduct reviews to measure meeting of IT objectives.


Responsibilities And Essential Functions



  • Oversees the delivery of technical support, supervision of the IT operations team, and ensures that end users receive prompt, courteous and knowledgeable assistance.
  • Responsible for managing all procedures related to collecting, prioritizing and resolving end user requests including ongoing process review and improvement.
  • Develops and ensures execution of appropriate problem resolution procedures by IT.
  • Identifies key support metrics and regularly reviews data with team and IT leadership to determine process updates and improvements. Identifies internal and external support trends and takes steps to proactively prevent and/or solve problems.
  • Provides guidance and mentoring to the team who report directly to this position.
  • Performs as a liaison between end users and IT support team members.
  • Develops and reports against service level objectives that pertain to end user satisfaction. Includes times and goals for problem resolution and support staff responsiveness
  • Analyzes flows, team schedules and support ticket trends with an ongoing goal of improving efficiency and customer satisfaction.
  • Develop and administer the procedure for managing the license and asset effectively and accurately.
  • Monitoring and improving the SLA to provide promptly support to end user to achieve highly end user satisfaction
  • Work with IT team leaders to develop the IT procedure and the policy such as Change manager control, or risk management.


Knowledge, Skills, And Abilities



  • Excellent interpersonal skills and team player.
  • Lead processes throughout all phases of ITIL Service Lifecycle, including submitting Change Requests
  • Capable of performing Desktop/Laptop Support.
  • Proficient with Microsoft Office tools (i.e. Microsoft Excel).
  • Excellent problem-solving skills.
  • Solid understanding of Information security, disaster recovery and Business Continuity.
  • Advanced knowledge of project development, including process mapping, budgeting and timeline creation.
  • Must have good understanding of the latest network, server, software solutions and technologies including cloud computing, virtualization, Microsoft tools, etc.
  • Must have knowledge of LAN and WAN.
  • Must have experience managing people and a service help desk including improving and redesigning work flows to improve and better utilize resources.
  • Excellent documentation and communication skills and ability work with team members.
  • Strong analytical and software abilities, with knowledge of enterprise development tools and techniques.
  • Experience with ServiceNow IT Service Management. Demonstrated ability to translate business requirements to logical architecture and guide implementation of robust solutions.
  • Proactively identify opportunities for continuous improvement.


Competencies



  • Analytical problem solving
  • Excellent interpersonal, written, and oral communication skills and presentation skill
  • Proactive, positive, deliberate, and focused thinking


Education



  • Bachelor's degree (Computer Science preferred).


Experience



  • 10+ years related experience required, 4+ years of management experience (direct and indirect)

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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IT Operation Manager

Randstad Technologies
Secaucus, NJ 07094

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IT Operation Manager

Randstad Technologies
Secaucus, NJ
US

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