IT Operations Manager

• Managing workload of 3rd party support team (onsite and remote support) to provide excellent user experience for employees with varied tech skills
• Act as link between end users and higher level support (remote 3rd party support team)
• Liaise with 3rd Party Cybersecurity Team to oversee and report on implementation of policies
• Program Development and Management: review and update annually (WISP, Incident Response Plan, Business Continuity Plan, SEC Readiness Report)
• Risk Assessment Exercises, including Cyber Risk Assessment, Annual Pen Test, Annual Vendor Risk Assessment/Vendor Due Diligence
• User Awareness and Training (Quarterly Phishing Exam, Annual Cybersecurity Training)
• Annual Pen Test

IT Operations Manager responsibilities include:

• Overseeing network infrastructure and systems functionality
• Act as link between end users and higher level support
• Resolve issues escalated by 3rd party technicians and engineers
• Maintain and optimize local company networks and servers in corporate office and satellite locations
• Oversee data backup and system security operations (e.g. user authorization, firewalls)
• Manage installations, upgrades and configurations of hardware and software
• Assess system performance and recommend improvements
• Ensure data is handled, transferred or processed according to legal and company guidelines
• Be responsible for device and password management
• Control costs and budgets regarding IT systems, making recommendations for managing longevity
• Manage contracts with vendors (e.g. development platforms, telecommunication companies, password managers) and software licenses
• Develop and keep IT policies and practices, including WISP and other documents
• Collaborate with other Regent team members to maintain standards and functionality
• Collaborate across departments for onboarding/offboarding of new properties
• Research and make recommendations on new software, hardware as needed
• Make recommendation on file storage and best practices for data retention
• Insure proper installation and configuration of software and hardware (printers, network cards etc.)

• Proven experience as IT Operations Manager or similar role
• Solid knowledge of IT systems and applications
• Experience with system installation, configuration and analysis
• Experience in network management and help desk support is appreciated
• Understanding of TCP/IP protocols and LAN/WAN configuration
• Thorough knowledge of networks and cloud computing
• Knowledge of data protection operations and legislation (e.g. GDPR)
• Excellent organizational and coordination abilities
• Strong communication and interpersonal skills
• Ability to manage multiple projects
• Problem-solving aptitude
• Ability to troubleshoot and repair issues in fast paced environment
• Great attention to detail
• BSc/BA in information technology or computer science is preferred