IT Operations Manager Job Details Job Location OK Oklahoma City - Oklahoma City, OK Position Type Full Time Job Shift Day Job Category Information Technology Description United Petroleum Transports JOB DESCRIPTION Title: IT Operations Manager Department : Information Technology Location: Corporate Office, Oklahoma City Reports To : Vice President of IT FLSA: Exempt Overview The IT Helpdesk and Operations Manager plays a pivotal role in ensuring the smooth operation of IT services within an organization. This multifaceted position combines technical expertise, leadership, and strategic planning to support end-users and maintain the IT infrastructure. The manager is responsible for overseeing the daily operations of the IT helpdesk, managing a team of IT support specialists, and ensuring that IT services meet the organization's needs. This role requires a balance of hands-on technical skills and managerial acumen. Key Responsibilities Helpdesk Management + Supervision and Leadership: Oversee the IT Helpdesk and Systems Admin team, providing guidance, support, and professional development opportunities. Ensure that all team members are well-trained and equipped to handle a wide range of technical issues. + Managerial oversight of IT staff and consultancy groups which includes hiring, coaching for performance, and handling necessary disciplinary action, while participating and enforcing all policies relating to Performance & Evaluation. + Ticket Management: Implement and maintain an efficient ticketing system to track and resolve user issues. Ensure that tickets are prioritized, assigned, documented, and closed in a timely manner. + User Support: Provide high-quality support to end-users, resolving technical issues related to hardware, software, network, and other IT systems. Ensure that user satisfaction is consistently high. + Escalation Management: Handle escalated technical issues that cannot be resolved by the helpdesk team. Coordinate escalations with external vendors as necessary. + Performance Monitoring: Monitor helpdesk performance metrics, such as response time, resolution time, and user satisfaction. Implement improvements based on data analysis. + Analyze incident trends to identify root causes and implement approved configurations, process or policy changes to remediate root causes + System Administration: Oversee the administration of IT systems, including servers, networks, and applications. Ensure that systems are secure, up-to-date, and performing optimally. + Infrastructure Maintenance: Plan and execute maintenance activities for IT infrastructure. This includes regular updates, patches, and hardware replacements. + Disaster Recovery: Develop and maintain disaster recovery plans to ensure business continuity in the event of system failures or other emergencies. Conduct regular tests to validate the effectiveness of these plans. + Vendor Management: Manage relationships with IT vendors and service providers. Monitor service levels, and ensure that vendors meet their obligations. + Compliance: Ensure that IT operations comply with relevant laws, regulations, and industry standards. This includes data protection, cybersecurity, and software licensing. + Asset Management: Maintain an accurate inventory of IT assets, including hardware and software. Ensure that assets are properly managed, tracked, and disposed of when necessary. Strategic Planning + IT Strategy: Collaborate with senior IT management to develop and implement an IT strategy that aligns with the organization’s goals. Identify opportunities for technological improvements and innovation. + Project Management: Assist with leading IT and business projects from inception to completion. Coordinate with stakeholders and ensure that IT deliverables are completed on time and accurately. + Continuous Improvement: Foster a culture of continuous improvement within the IT department. Encourage team members to seek out new technologies and processes that can enhance service delivery and operational efficiency. Qualifications Essential Skills and Qualifications + Technical Expertise: Strong technical background in IT systems, networks, and software. Proficiency in troubleshooting and resolving complex technical issues. + Leadership: Proven leadership skills, with the ability to motivate and manage a team of IT professionals. Experience in developing and mentoring staff. + Communication: Excellent communication skills, both written and verbal. Ability to explain technical concepts to non-technical users and to interact effectively with stakeholders at all levels. + Problem-Solving: Strong analytical and problem-solving skills. Ability to think strategically and make data-driven decisions. + Business Process Analysis: Develop improvement solution proposals based on review of inefficient business processes. + Project Management: Experience in managing IT projects, with a track record of delivering projects on time and within budget. Familiarity with project management methodologies and tools. + Customer Service Orientation: A strong commitment to providing excellent customer service. Ability to handle user issues with patience and professionalism. + Adaptability: Ability to adapt to changing technologies and priorities. Willingness to continuously update skills and knowledge. Experience and Education + Education: A bachelor's degree in Information Technology, Computer Science, or a related field is typically required. Advanced certifications such as A+, ITIL, Microsoft, cybersecurity certifications are highly desirable. + Experience: A minimum of 10 years of experience in IT support or operations, with at least 3 years in a supervisory or managerial role. Experience in a similar industry or organization size is a plus. Technical Proficiencies: Required: + Advanced Windows Server Infrastructure Management + Remote Desktop and/or Citrix + Security fundamentals + Database fundamentals + Azure + Microsoft 365 + Vendor + Backup & DR Preferred: Advanced Security, Kaseya One, Networking, MS Copilot, ChatGPT, Nutanix, SQL, PowerBI, Powershell Ideal: TMW Systems, PeopleNet, GeoTab, Great Plains, Snowflake General Skills and Abilities: + Excellent verbal and written communication skills + Ability to effectively manage time and prioritize projects in order to meet established deadlines + Self-starter with detail-oriented work habits + Able to maintain confidentiality + Display professional demeanor + Good interpersonal skills; able to work well with wide range of individuals Physical Requirements: + Sitting for long periods of time, walking, finger dexterity, feeling, repetitive motions, and talking, hearing and visual activity. + Occasional lifting (up to 20 pounds). Working Conditions: + Normal office environment. This role routinely uses standard office equipment such as computers, phones, and copier/printer/scanners.