ABOUT THIS ROLE
This position is responsible for providing leadership in architecture, design, optimization, and production support of the technologies that comprise the Enterprise’s network and telephony environment ensuring the stable operation of IT assets and services. The Manager of Network Operations will require the ability to manage multiple priorities and projects, including help desk tickets and daily tasks while working closely with other team members. It requires a person that can remain flexible and can effectively collaborate and manage across technology teams, vendors, and global business units. This position requires excellent communication skills and the ability to work with diplomacy and a positive attitude. Responsibilities will also include, but are not limited to, the following:
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Develop and successfully manage and execute business and project plans, deliverables, policies, processes, and procedures in support of business and departmental strategies, goals, objectives, and budgets
- Design network systems, hardware, software, and peripherals across the enterprise as required
- Ensure that network systems, hardware, software, and peripherals across the enterprise are installed and maintained as required
- Identify resources for departmental activities and projects and provide technical and budgetary input and management of vendors/suppliers
- Develop, maintain, and continually improve relationships/partnerships with customers, stakeholders, peers, partners, teammates, direct reports, and vendors/suppliers
- Solve business problems by performing analysis, preparing recommendation(s), and providing project leadership/management for successful implementation of relevant technology, business process modifications, and/or enhancements
- Maintain network operations by ensuring monitoring, measuring, and optimizing the performance of all cloud-based and on-premise network hardware, storage, software, telephony, cabling, and data communications connections ensuring maximum uptime is taking place as required
- Maintain and support policies, procedures, and documentation for SOX compliance
- Identify, analyze, diagnose research, and resolve technical problems for individuals and groups in an efficient manner, recognizing the proper course of action to take, communicating, and escalating severe issues as appropriate
- Respond to help desk tickets, telephone calls, emails and personnel requests for technical support ensuring timely feedback and closure as required
- Provide escalated support for direct reports and teammates and perform work as required
- Provide technical training for the Service Desk, staff, and team members as required
- Communicate highly technical information to both technical and non-technical personnel
- Define, develop, and maintain network security, data integrity, and file system security processes and procedures
- Perform knowledge transfers among team members by preparing and maintaining documentation for networks, systems, processes, procedures, written instructions, and solutions to problems
- Collaborate with team members to identify and recommend the process, network, system, hardware, and software improvements and/or upgrades
- Maintain knowledge of developments in relevant technologies and their use in the industry, making recommendations when appropriate
- Assist team members as needed
- May be required to travel domestically and internationally
- Available to work after hours and on weekends as required
- Transport equipment using a personal vehicle between multiple facilities within the assigned service area, as directed by the supervisor
- Other duties and projects as assigned by the supervisor
SUPERVISORY RESPONSIBILITIES
- Act as a role model and practice a participative management style – develop and foster teamwork
- Lead and direct the work of others
- Coach & mentor team members
- Provide training for new employees
- Perform informal and formal performance evaluations
- Direct and prioritize team members’ work as necessary
- Celebrate successes, acknowledging the individual contributions of each employee
- Serve as a business expert and functional mentor to employees, team members, and peers providing technical and/or analytical guidance to team
QUALIFICATIONS
- Professional appearance and behavior required including, but not limited to, punctuality, positive attitude, and reliability
- Excellent communication and writing skills are vital, should be as comfortable with people as with systems and technology
- Must be able to work well with others in a team as well as independently, collaboration skills are vital
- Able to work effectively at all levels of the organization with the ability to convey a correct sense of urgency based on customer or business impact
- High level of accountability and can instill a sense of credibility when speaking with customers
- Advanced problem solver with the ability to sort through complex issues and conduct a comparative analysis of multiple solutions
- Excellent organizational and multi-tasking skills – prioritizes and performs a variety of concurrent tasks with efficiency and minimal direction
- Ability to follow written and verbal instructions
- Must be detail-oriented and self-motivated, possessing strong judgment with excellent decision-making skills and excellent analytical/organization/time management skills
- Possess technical leadership and have experience with team building, process improvement, and resolution of conflicts
- Experience and ability to effectively manage people and vendors/suppliers
- Must be a quick learner and adaptable to change in process or required activities
- Working knowledge of cloud, networking, security, and telephony systems, including developing, configuring, supporting, and optimizing networking hardware, software, telecommunications, and related technologies
- Working knowledge of networking standards, protocols, security, troubleshooting, and performance tuning
- Working knowledge of Microsoft Azure and/or AWS, Microsoft and Linux operating systems and virtualization tools such as VMWare and Microsoft HyperV, Citrix Netscalers and VDI as well as desktop software such as Microsoft Office suite
EDUCATION AND EXPERIENCE
- Bachelor’s Degree in a computer-related field
- Minimum 10 years of experience in a technology-related field
- Minimum 7 years of experience managing IT professionals
- Minimum 7 years of experience managing technology and technology projects
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