We’re seeking an experienced IT Operations Manager to be a strategic and forward-thinking technology partner with our clients and a passionate people developer of our embedded IT teams. You’ll develop deep, trusting relationships with clients and lead and navigate conversations about technical priorities and staffing needs for the effectiveness and security of the IT environment. You care about having a meaningful impact on the business overall and take pride in supporting multiple teams at multiple client environments to plan for and execute IT service needs and IT infrastructure projects. You play a key role in the development of IT Managers and IT Directors leading those teams, paving the path for success through mentoring and coaching.

Keep reading IF:

You Build Trust and Credibility at all levels. You’re comfortable interfacing with key executives, remaining cool under pressure when there are concerns or issues, facing them head on with a transparent, grounded and solutions-oriented approach. You believe relationships are the foundation that gets things done. You inspire and cultivate your team with compassion and empathy while also holding them accountable with clear expectations of what success looks like.

You are a Proactive and Strategic Decision Maker who approaches initiatives with a balance of analyzing the possibilities with the potential issues to make thoughtful and insightful IT decisions. You pay attention to the details and collaborate with colleagues to create the best path forward.

You’re a Dynamic Technical Adviser who looks beyond the problems of today and looks to set the client up for long-term IT success with cost effective and modern technology solutions. You thrive on turning challenges and obstacles into opportunities, using data to support your recommendations and consider a “no” as just the start of the next conversation.

ESSENTIAL DUTIES MAY INCLUDE:

In the First 30 Days and Ongoing:

• Understands Infracore’s mission, core values, and guiding principles.
• Completes job-specific onboarding lab and leadership training orientation.
• Gains clarity on Infracore’s client base, business model, products and services in detail.
• Builds relationships with Executive staff, fellow Operations Managers, Sales team, Infracore colleagues via all-hands meeting, leadership development meetings and tech talks.
• Attends Operations Team Weekly Meeting and begins providing input on policies, procedures and standards at client environments.

By 90-Days and Ongoing:

• Begins taking on oversight of at least 1 client environment and develops strong relationships with direct reports that may include IT Managers, Systems Administrators, IT Specialists and Desktop Support Specialists.
• Becomes familiar on the context of the client environment and performs an initial assessment and review of all department responsibilities and systems under management that may include service desk output and quality, Active Directory, practices around password/privileged credential management, O365 infrastructure, domain name registrations, backups and cybersecurity measures and the client’s compliance landscape.
• Reviews the current IT budget and IT strategy and identifies the high-level conditions of satisfaction for the next 12-24 months with the executive sponsor and IT Manager.
• Rapidly build relationships with client’s key staff to identify pain-points, desired future projects and proactively follows-up with any questions or concerns.

Within 6 to 9 Months and Ongoing:

• Takes on oversight of at least 2 client environments, meeting regularly with department heads to review satisfaction, pain-points, and missing conversations.
• Champions best practices for cyber security and infrastructure management.
• Reviews compliance posture with client’s compliance staff to identify gaps and future needs.
• Reviews proposed deployments of Enterprise server, storage, network, and backup solutions and ensures they are aligned with the client’s business goals.
• Assesses major project plans and assists IT Manager and/or IT Director with project planning, timelines, and team capacity allocation before presenting to the client.
• Handles executive communication during major incidents/outages with timely updates on the timeline and client approved plan being followed for resolution. Provides appropriate help to on-site team and support efforts in recovery and root cause analysis, as needed.
• Understands IT department capacity and utilization at a detailed level by understanding capacity consumed and available for Infrastructure maintenance, service delivery, compliance and projects at each client environment. Builds models as necessary to anticipate future needs.
• Partners with IT Managers to finalize client IT priorities, projects and budget for the next 12-24 months. Proactively communicates areas of misalignment with the client to set realistic expectations.
• Proactively identifies areas of misalignment between current team and client’s needs and starts conversations around team structure and priorities to get these in alignment ahead of a breakdown, with a grounded business case to validate recommendations to support the environment effectively.
• Coaches and mentors IT Manager(s) and/or IT Directors on team development, capacity management and risk identification and mitigation.

By 12 Months and Ongoing:

• Takes on oversight of 3+ client environments, with a clear understanding of each engagement.
• Leads performance reviews for direct reports and participates in performance reviews for non-direct reports to ensure feedback and goals are relevant and SMART.
• Collaboration with IT Managers and/or IT Directors to identify and determine team members ready for promotion or their next role and help plan staff transitions with clear expectations.

EDUCATION, SKILLS & EXPERIENCE:

• High school diploma or general education degree (GED); or equivalent combination of education, certifications and experience required
• Bachelor’s degree in Computer Science or equivalent required
• 6+ years of experience leading teams of 3+ in Enterprise IT or IT service provider environment required
• Demonstrated ability to interface and collaborate with executive leadership required
• Demonstrated ability to build IT roadmaps and project plans required
• Demonstrated ability to lead multiple complex projects and get consistent on-time results that meet expectations required
• Previous experience in managing Office 365 ecosystem including Exchange Online, Teams, SharePoint and OneDrive, with solid understanding of security measures and ability to architect best practices and policy required
• Proven understanding of cyber security measures, such as multi-factor authentication, single sign-on (SSO), Microsoft Intune, Azure Active Directory, and other remote management and automation tools, SSL certificates, encryption & public key infrastructure (PKI) required
• Previous experience managing mission-critical IT infrastructures and understanding of IaaS Cloud solutions; AWS or Microsoft Azure required
• Advanced knowledge and understanding of DNS, networking (TCP/IP), routing, and enterprise firewalls required
• Functional knowledge with Windows Server and PowerShell required
• Demonstrated ability to take terminology and concepts of technology and translate that into applied technology solutions in everyday scenarios with professionalism and poise required
• Solid understanding of Wi-Fi networks required
• Experience managing & implementing Active Directory, SANs, VMware/Hyper V required
• Background in managing and staffing 24×7 production IT environments preferred
• Knowledge of common legal compliance initiatives such as SOX, HIPAA, CCPA & ISO preferred
• Knowledge of common cybersecurity frameworks such as NIST 800 and CIS Top 20 preferred

COMPANY BENEFITS INCLUDE:

Competitive Salary, Medical, Dental, Vision, Life & Long-Term Disability Insurance, 401K, PTO, professional development & coaching, certification reimbursement, employee-led technical training, monthly social events