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180000L2 Requisition #
IT Manager - Operations                                                                             REQ # 180000L2  
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Position Overview: 
We are seeking a highly motivated and experienced manager to lead our IT Operations team.  As the leader of the organization we will look to you to provide critical support services to the broader organization including desktop hardware and software support for colleagues that are spread across EMEA Region. In this role you will have the opportunity to expand our services and establish a follow the sun support model.  We are in the midst of rapidly expanding our IT footprint.  This provides the opportunity to learn new technologies but also help the organization to embrace change and be their first line of troubleshooting assistance. 
The Manager, Infrastructure Operations will perform the responsibilities detailed below and other duties as assigned.
Provide IT Operations Support 55%
  • Provide day to day management to the Operations team ensuring end user IT problems are addressed rapidly and accurately
  • Identify trends, root causes and remediation strategies of infrastructure issues and implement changes to improve systems performance
  • Determine an optimal strategy, goal, and metrics to improve the performance of the team
  • Analyze business trends as it relates to infrastructure delivery of a hybrid model of on and off premises and adjust team services accordingly 
  • Determine tools needed to manage and measure effective support; recommend and implement as appropriate
  • Determine and implement automation opportunities through state of the art solutions and applying industry knowledge and benchmarking
  • Plan, implement, and provide ongoing support for LAN, WAN, servers, and Telecom components
  • Develop, maintain, and enforce IT standards, including but not limited to ISO 27001 and other compliance initiatives
  • Establish severity “tiering” of incidents with associated SLAs
  • Maintains and annually executes testing of disaster recovery plan
  • Manage vendors to ensure equipment and applications are repaired and upgraded; ensure contract SLAs are complied with
  • Maintain a high level of hands on technical expertise to ensure ability to contribute to team efforts while delivering superior customer service
Team Leadership - 45%
  • Provide strong leadership and guidance to staff, in an effort to maximize productivity
  • Maximize the output and efficiencies of a global and geographically diverse team
  • Identity and drive continuous improvement initiatives and provide ongoing coaching to team members
  • Actively participate in IT leadership team and ensure constant and consistent communication with peers
  • Scope, staff, and manage significant infrastructure projects to ensure ongoing operational needs are accounted for
  • Develop and maintain and IT Infrastructure Operations Road Map, including resources and budget expectations 
Basic Qualifications
  • Experience in an IT environment with experience related to infrastructure technologies
  • Demonstrated experience managing IT Operations
  • Excellent project management skills, technology management skills, and related business skills to support needs of large-scale enterprise
  • Technical skills: Extensive knowledge of desktop / laptop engineering, SANs, VMWare, LAN, WAN, Telecom, VPN, Windows, Unix, Active Directory, Firewalls, Backup technology, Fiber switching, VoIP technology, Disaster Recovery, and Security 
  • Demonstrated creativity and innovation with IT operations solutions as well as demonstrated analytical, problem-solving and communication skills
  • Excitement and curiosity to learn new technologies
  • Must be able to lawfully work within the UK
Preferred Qualifications:
  • Degree preferable
  • Experience managing a remote operations team
  • Experience establishing and guiding an operations team strategic improvement 

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