Davis-Standard is a global leader in the design, development and distribution of extrusion and converting technology. Our systems encompass over 11 product lines to support manufacturing applications and customers in a variety of industries, including automotive, building & construction, consumer products, medical, and packaging. We have an exciting opportunity for a Manager, IT Operations to join our team.
The Manager, IT Operations is a hands-on technical role that oversees and directs the day to day operation of a five-person global IT Helpdesk/Desktop Support Services team. Under the direction of the Director of IT, the Manager, IT Operations will contribute to the vision and strategic planning of the technology environment and will support the implementation and management of computer technology throughout the organization.
In this role, the Operations Manager is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization. Interfacing with other IT stakeholders on analysis, projects and reporting is crucial and a key component of success.
Responsibilities
Oversee IT Service Desk

• Ensure resolutions of user requests and issues in a timely manner, providing indirect and direct user support as needed to resolve issues.

• Manage and/or direct the activities of IT Technical Support Analysts, both to directly support end users and to assist with IT department upgrades and other projects.
• Promote full utilization of Kaseya for user support activity including reporting on service activity
• Assess current department needs and help desk inquiries and assigns personnel to resolve each issue
• Conduct annual performance evaluations for all direct reports

Promote Technology Vision

• Evaluate and set standards on user hardware specifications and manage efficient deployment and upgrade procedure
• Assist in strategic planning and operational vision to achieve business goals by encouraging innovation, prioritizing IT initiatives, and coordinating the evaluation, deployment, and management of current and future IT systems.
• Maximize functional use of IT systems across the enterprise including Office 365, networks, cloud & internal server and storage management, end-user collaboration, telephony, video conferencing, and security.

Manage Vendor Relationships

• Establish and manage productive working relationships with IT Software vendors and Service Providers.
• Set and enforce expectations and standards of Service Providers to ensure suitable support for issues and strategic guidance.

Develop and Enforce Department Policies

• Assist in the development, documentation, implementation, and adherence of procedures, policies, and training for infrastructure administration and management.
• Participate in the development of IT operations strategies in collaboration with the Director of IT and the IT team.

Professional Development

• Remain current with developments in the information technology field and their potential impact on Client’s present and future needs.
• Continue technical professional development through seminars and workshops, membership in technical and professional organizations, and through reading technical publications and journals.

• *QUALIFICATIONS

• 5-7 years technical, professional experience.
• 2+ years of management experience that demonstrates proficiency in leadership
• RMM experience – Kaseya a plus

• Technical skills – Candidate must demonstrate wide range of hands on technology skills across multiple IT functions
• Team leadership – Ability to effectively manage an internal IT technical team and multiple technology partners and Managed Service providers. Set department priorities
• Communication skills – Strong written and verbal communications; able to communicate with team members, management personnel, and end users throughout the organization
• Problem-solving skills – Excellent trouble shooting skills directly addressing issues of software, hardware, servers
• Diplomatic personality; ability to communicate with non-technical audience

Education
Required

• Bachelors or better in Business Administration

Skills
Required

• Document Use
• Management skills
• Organizational Skills
• Oral and Written Communication
• Professionalism
• Problem solving
• Report implementation

Job Type: Full-time

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