Job Details
Skills And Tools:
Job Description
Job Summary / Purpose:
The IT operations manager provides guidance and leadership to the IT department and its technicians, but also directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.
Key Responsibility ( Tasks ):
IT operations managers tend to have several core duties across industries and organizations:
Monitor IT Servers and Systems
One of the primary responsibilities of the IT operation manager is monitoring an organization’s servers, networks, and computer systems for irregularities and performance issues. The IT operation manager assesses system data and error logs, along with user reports, to determine areas for improvement or repair. In this aspect of the role, an IT operation manager also determine when systems or servers are due for upgrades.
Direct IT Technicians
- Another important duty of the IT operations manager is directing the activities of IT technicians both to directly support end users and to assist with IT department upgrades and directives. An IT operations manager assesses current department needs and help desk inquiries and assigns personnel to resolve each issue. In organizations that require 24-hour IT support, the operations manager also develop and implement technician schedules.
Develop Department Policies
- IT operation manager develop IT policies and procedures to ensure that the department operates effectively and reliably. this process can include developing service level agreements (SLAs) for the help desk. develop guides for users and technicians, such as FAQ documents or employee handbooks for IT department personnel.
Resolve Help Desk Escalations
- IT operation manager provide direct user support by handling help desk or service desk escalations. If IT technicians are unable to successfully resolve a user’s issue, the IT operation manager will assess the situation and devise a solution to the problem, which could include equipment replacement or repair if the problem is related to the end user’s hardware or software.
Oversee Upgrades and Installations
- IT operation manager support IT department activities while upgrading systems and servers and migrating the organization’s data. introduce new methods to streamline the upgrade process, monitor the system to ensure that it remains stable and usable, and maintain data security through the migration process.
Job Requirements
Experience, Education and Training:
- Bachelor’s degree in a related field, such as information technology, computer science, or management information systems. Many also receive a master’s degree in one of these fields or in business administration to prepare for the leadership aspects of this role.
- Typically, IT operation manager have extensive experience within an organization’s IT department working as technicians or analysts, along with some management experience.
