IT Manager (ON-SITE)

The IT Operations Manager’s role is to plan, organize, and manage vendors and overall operations to ensure stable IT service delivery. This includes working with vendors to set standards, developing, maintaining, supporting, and optimizing key functional areas, particularly PCs, operating systems, and IT Systems. The Operations Manager oversees our Service Desk/Infrastructure/DevOps (Outsourced) to ensure end-users receive appropriate assistance. This includes managing all procedures related to the identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of Helpdesk functions. Working with our MSP / Vendors, IT, and Executive Leadership team, the Operations Manager will develop, implement, and oversee service management policies and procedures based on best practices such as the ITIL framework to ensure consistently high levels of service and user experience that comply with established technology standards, policies, and Service Level Agreements. As a member of the IT Leadership, work with peers to achieve IT goals and objectives.

Requirements

Essential Functions

• Participate in strategic and operational planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources.

• Design and implement short- and long-term strategic plans to ensure operational capacity meets existing and future requirements.

• Working with management and our MSP, develop, implement, and oversee service management policies and processes based on best practices such as the ITIL service management framework.

• Participate in the planning and execution of cloud computing strategies, including migrating exiting applications and infrastructure to SaaS, PaaS, IaaS, etc. consistent with the strategy.

• Manage the companies operational/tactical/strategic policies with an emphasis on security.

• Work with external partners if needed to assess the code, program quality, and related technical documentation that is provided to PAC.

• Analysis of Internal Requests, Evaluation of alternatives and interrelationships with existing systems and other Internal Users.

• General Design for:

• Internal Users and External Suppliers, for them review and agreement
• Codification Staff

• Update User's Manual.

• Licenses Management and Purchases in accordance with our IT external organization.

Knowledge, Skills, and Abilities

• Manage and set priorities with our IT Vendors for the design, maintenance, development, upgrade, and support of all operational systems, including network, servers, PCs, operating systems, hardware, software, security, and peripherals.

• Develop and oversee service support processes, including incident management, problem management, configuration management, change management, and release management, to ensure processes are followed and SLAs are met.

• Conduct feasibility studies for various upgrade projects, improvements, and other conversions.

• Define hardware and software standards in conjunction with management and stakeholders.

• Establish relationships and maintain regular communications with management, stakeholders, and end-users about pertinent operational activities.

• Manage vendors - including Managed Solution Providers, Development Partners, and ERP Vendors.

• Function as a senior resource for system users and vendors. Perform advanced diagnostics of user problems. Assist in training other IT personnel to improve their technical skills.

• Experience with QuickBooks and Accounting a plus but not required.

• Keep current with the latest technologies, industry standards, and trends.

• Ability to manage special projects and produce written plans to the executive team on needed actions and action plans.

• Knowledge of some specific programming languages.

• Deep knowledge of Security Tools and best implementation and follow up

• Able to speak Spanish and / or Portuguese (preferred not required).

Minimum Qualifications

• Bachelor’s degree in computer science or 4+ years related work experience.
• Experience leading outsourced Service Desk Teams

• Strong technical knowledge of network and PC operating systems.

• Strong technical knowledge of current network hardware, protocols, and standards.

• Strong knowledge of cloud computing technologies and architectures.

• Experience migrating from on-premises to cloud desired.

• Strong understanding of project management principles, processes, and tools.

• Experience in IT planning and development.

• Solid experience and knowledge of Microsoft technologies, including Windows operating systems, Office 365, Active Directory, and SQL Server required.

Benefits

This position is eligible for medical, vision and dental benefits.