IT Operations Manager Job at Boston Symphony Orchestra
Summary/Objective
ROLE SUMMARY
Reporting to the Director of Information Technology (IT), the person in this role will support the BSO’s efforts to achieve its business goals by executing the following:
- Supervise the IT Operations team in a way that enables its members to become a highly cohesive, inter dependent, and high-performing team.
- Identify methodologies and processes to accelerate technology effectiveness at the BSO.
- Establish a customer service philosophy and approach to increase the credibility of the IT department and its team members across the institution.
- Work with IT Operations team to develop an agreed upon standard of excellence and professionalism that anchors their individual and collective performance at the BSO.
The ideal candidate will bring to the team…
- Eagerness to join and contribute to a thriving organization that expects top-notch support.
- Flexibility is key: Willingness to support both enterprise and discrete business applications supporting our performances. Examples, Microsoft suite & administration, network software and hardware, retail, and box office technology.
- High level of collaboration: Our team works best when we are all engaged and bring our best to our day-to-day work.
- Passion for service excellence to ensure strong relationships with our community of users.
- Ability to support our staff which may include rotating or assigned responsibilities during our Tanglewood season in Lenox, MA.
A typical day in this role
- Working shoulder to shoulder with your IT colleagues to move the work and our roadmap forward.
- Learning and using BSO standard enterprise technology platforms to support the organization.
- Collaborating with business partners on work that supports the BSO mission, improves day to day work, always with the long-term vision of the organization in mind.
- Offering and supporting the right solutions to keep the organization moving in the right direction.
- Stopping to appreciate a rehearsal at Symphony Hall or Tanglewood.
Job Description
JOB RESPONSIBILITIES
- Provide world-class support (defined by consistent, timely, and reliable customer-centric service) to staff on problems and requests related to technology.
- Lead the IT Operations team in the assignment, assessment, and prioritization of daily workflow and departmental projects.
- Develop and/or enhance the technical skills the team by providing leadership in the training of IT Operations staff members to develop overlapping technical skills to result in quicker and more effective solutions.
- Review and evaluate staff technology requirements to allow inclusion into department initiatives to ensure proper solutions and staff satisfaction.
- Support and drive adoption of Office 365 platform’s vast and changing set of technologies.
- Ensure staff maximizes value of Office 365 platform by developing communications updates on new features and trends.
- Oversee installation, upgrades and maintenance of new and existing client device hardware and software. Standardize system configurations and develop quick PC recovery processes.
- Manage users and groups in Azure and On-premises Active Directory to allow for seamless onboarding and offboarding procedures.
- Manage full implementation of Microsoft Endpoint Manager providing effective server, desktop, and laptop management.
- Implement continuous improvements to IT Operations delivery based on staff feedback.
- Create and manage visual “always on” dashboards with decision supporting performance metrics.
- Document a knowledgebase management processes to allow for efficient and effective delivery of IT Operations to the user community.
- Hire seasonal staff to support needs of IT Operations to be utilized in Tanglewood.
PROFESSIONAL PROFILE
- The ability to make high-quality decisions quickly
- Known for being customer focused and experienced at anticipating the needs of all customers
- Manage/prioritize inputs from various stakeholders to deploy plans that meet their needs
- High judgment in planning work and problem-solving
- Engage and influence team members while prioritizing multiple projects and deadlines
- Curiosity, and creative problem-solving across a complexity-driven environment
- Passionate, determined, resilient under stress and a will to win attitude
- Able to manage projects of varying scale
TECHNICAL EXPERIENCE REQUIREMENTS
- Microsoft 365, Azure, and Endpoint Manager including Powershell based administration
- Windows and OSx client device troubleshooting and management
- Enterprise Collaboration administration and implementation, including Office 365 and Zoom
- Azure and On-premises Active Directory administration
- File & Print services along with Group Policy Management
- MDM Device Management and Setup
- 10+ years of experience with desktop support and helpdesk functions
- Advanced knowledge of ITIL and IT operational processes
- Knowledge of Meraki equipment, including wireless and switches
- Strong network knowledge such as IP networking, LAN/WAN, VPN, firewalls, whitelisting, DNS, DHCP, etc
Required Education and Experience
EDUCATION
- Bachelor's degree in computer science (or equivalent experience)
CERTIFICATION(s)
- Certifications related to computer technology preferred.
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