About the Role:
IT Operations Manager oversees the organization's technology foundation, focusing on core network connectivity, laptop and hardware provisioning, office internet, software application environments, and overall IT service delivery. This role balances technical execution, vendor management, budget control, and team leadership to maintain high system reliability and secure IT workflows.
What You'll Do:
- Infrastructure & Office Network Management: Oversee core IT infrastructure (servers, network topology, storage systems, and office internet redundancy) to guarantee optimal performance, minimal downtime, and high security.
- Hardware Provisioning & Lifecycle Management: Lead end-to-end hardware operations, including laptop provisioning, device configuration, inventory tracking, hardware refreshes, and software deployment for end-users.
- Application & Systems Oversight: Manage access, provisioning, and operational health for core enterprise applications, SaaS tools, and internal data systems.
- Team Leadership & Mentorship: Direct, coach, and develop the IT operations team. Drive hiring, set performance benchmarks, and foster a proactive service-delivery mindset.
- Budget & Financial Planning: Formulate and manage the IT operations budget. Optimize operational costs, perform financial forecasting, and execute cost-effective infrastructure spending.
- Vendor & SLA Management: Negotiate and manage relationships with IT vendors, internet service providers (ISPs), hardware suppliers, and software vendors. Enforce strict Service Level Agreements (SLAs).
- Incident Response & Compliance: Standardize IT incident management workflows (e.g., ITIL framework). Ensure adherence to cybersecurity protocols, data privacy regulations (e.g., GDPR, ISO standards), and internal security audits.
- IT Project Execution: Lead key infrastructure and software implementation projects using recognized project management methodologies (Agile/Waterfall) from inception to deployment.
- Metrics & Process Optimization: Establish and monitor IT KPIs (resolution times, uptime, ticket turnaround). Analyze data trends to drive continuous process improvements and automate workflows.
What You'll Need:
- 10+ years of experience in IT Operations, Network/Systems Engineering, or IT Infrastructure management, with demonstrated experience leading technical teams.
- Technical Domain Expertise: Deep understanding of network protocols, cloud/on-prem server architectures, MDM (Mobile Device Management) systems, and IT security best practices.
- IT Service Management (ITSM): Advanced proficiency in end-to-end IT service delivery, ticket escalation resolution, and root-cause incident response.
- Analytical Thinking: Skilled in interpreting operational IT data, evaluating risk, and presenting business-case recommendations to senior leadership.
- Stakeholder & Vendor Management: Confident communicator capable of managing cross-functional technical alignment and negotiating high-value software/hardware vendor contracts.
- Commercial & Budgetary Fluency: Competent in managing functional technology budgets and tracking project resource allocation.
Key Competencies & Technical Skills
- IT Infrastructure & Security: IT network architecture, server administration, penetration testing principles, and security compliance frameworks.
- Service Delivery & Operations: ITIL frameworks, ticketing systems, inventory management software, and IT security standards (ISO, GDPR).
- Project Management: Proficiency in methodologies (Agile, Waterfall) and tools (Jira, Trello, MS Project).
- Communication & Advisory: Strong ability to translate complex technical concepts into actionable strategies for cross-departmental stakeholders.
Preferred Certifications
- ITIL (Information Technology Infrastructure Library) Certification
- Certified Information Systems Security Professional (CISSP)
- Project Management Professional (PMP)
- Security / Penetration Testing Training or Certifications
