Job Description

IT Operations Manager
Job Number: 21-15619
Use your skills where innovative technology solutions begin. Eclaro is looking for an IT Operations Manager for our client in St. Cloud, MN. 
Eclaro’s client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals. If you’re up to the challenge, then take a chance at this rewarding opportunity!
  • Manage a high-performance team responsible for implementing technology solutions, maintaining infrastructure, and providing a high level of customer support.
  • Develop and support the team through mentorship, coaching and training.
  • Assess and adjust the IT Operations team for improved alignment and capacity to support current and future business needs - including talent acquisition.
  • Work with the Corporate IT Systems Architect in the assessment of external and internal technology with a focus on integration with the existing IT infrastructure.
  • Communicate digital concepts and technologies to business leaders, and business concepts to technologists.
  • The role is expected to be able to "sell ideas and processes at all levels.
Required Skills:
  • IT Network Operations:
    • Responsible for the overall and ongoing performance, reliability, and security of Company network infrastructure.
    • Manage and project manage IT infrastructure projects, working closely with internal and vendor-managed teams to ensure delivery of high-quality solutions.
    • Maintain relationships with customers and IT leaders to ensure cost-effective delivery of IT services and solutions to meet business needs and the ability to respond with agility to changing business priorities.
    • Ensure projects are completed within budget and on time.
    • Ensure proper change control and notification procedures are followed to protect the stability and persistence of the production environment.
    • Assist IT Operations team on projects as needed.
  • IT Service Desk:
    • Work with the Service Desk team to ensure all incidents related to IT are tracked, logged, and measured for timely response and a satisfactory resolution is provided within the established SLAs.
    • Ensure the Service Desk team is adequately staffed to provide Corporate IT support across all locations.
    • Assist IT Operations with L3 support as needed.
    • Leverage the Service Desk metrics for performance measurement across vendors, employees, and IT Operations to improve overall reliability, cost effectiveness and performance.
    • Drive continuous improvement ITIL initiatives including incident management, problem management, change management, knowledge management & asset management.
  • Planning & Budgets:
    • Provide structure, guidance and support for budgeting, capital and OpEx planning for delivery of technology.
    • Maintain IT practices in accordance with IT and company policy/procedure throughout the IT environment, including vendor coordination, telecommunications, network and storage infrastructure, endpoint and server, enterprise applications, etc. This includes collaborating with Corporate Architects on the IT project process from Feasibility to a hand off when defining Business Requirements for IT infrastructure initiatives.
    • Provide status reports to include available capacity, project pipeline, project priority and technical challenges to management that support business operations tactically and strategically.
  • Vendor Management:
    • Develop and maintain relationships with IT Operations vendors, warranty providers, service contracts and services to ensure they are documented, tracked and that appropriate time is allowed for service contract negotiations or replacements.
    • Provide leadership and work with the Corporate IT Systems Architect in vendor selection for hardware, installation, operation, support and maintenance of IT infrastructure.
  • Security:
    • Responsible for the overall operational security for Company including security tools, metrics and training and managing security contractors and vendors.
    • Protect Company and its technology operations against risks, including unauthorized access to information, data integrity issues, loss of processing capability and disruption to IT services.
    • Manage cyber security functions based on the corporate cyber security policy/procedures/practices established by and governed by the Information Security Steering Committee.
    • Ensure security monitoring on a 24x7 basis utilizing IT infrastructure tools, systems and partners.
    • Work with the Corporate IT Systems Architect s and the Information Security Steering Committee on the security strategy/roadmap, policy/procedures, and company practices.
  • Language Ability:
    • Ability to read, write and comprehend work instructions, policies/procedures, and memos.
    • Ability to communicate ideas in both technical and user-friendly language
    • Strong customer service orientation
    • Experience working in a team-oriented, collaborative environment at all levels
  • Math Ability:
    • Basic ability to add and subtract.
    • Ability to work with and understand numbers and numerical sequences.
  • Reasoning Ability:
    • Ability to multi-task and prioritize with good Project Coordination Skills
    • Demonstrate good judgment and decision-making skills.
    • Proven analytical and creative problem-solving abilities
    • Ability to conduct research into systems issues and products as required
  • Computer Skills:
    • Advanced knowledge of Microsoft 365.
    • Extensive experience configuring and troubleshooting Microsoft Operating Systems and IT networks.
    • Working technical knowledge of networking protocols, Microsoft Active Directory, Group Policy, Remote Desktop Services, DHCP, DNS, VMware, storage solutions, data backup, disaster recovery, and endpoint management.
    • Scripting languages/automation experience a plus
  • Master's or Bachelor's degree in computer science, MIS or related field, or equivalent work experience.
  • 15 or more years of experience in IT Operations
  • 5 or more years of leadership experience in leading cross-functional teams and enterprise-wide programs, operating and influencing effectively across the organization and within complex contexts.
  • 5 or more years leading IT operations or IT Service Desk teams.
  • Strong IT operations acumen, including cross-domain knowledge and preferably earlier career experience in an individual contributor role in IT Operations
  • Demonstrated ability to develop and execute a plan that ensures that the right people are in the right roles at the right time, and that employees are highly engaged and satisfied.
If interested, you may contact:
Karl Sumagui
Karl Sumagui | LinkedIn
Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Application Instructions

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