IT Operations Manager

Recruiter:

NGM Recruitment & Consulting

Job Ref:

JHB000186/LL

Date posted:

Tuesday, July 13, 2021

Location:

Midrand, South Africa

SUMMARY:
IT Operations Manager

POSITION INFO:

Position details:-

Ensure that an efficient and sustainable IT infrastructure is in place to support the business.
Ensure that network infrastructure is optimised.
Ensure user support service is in place and all user queries are resolved within a reasonable amount of time.
Management of all IT related costs and ensure costs are optimised and within budget.
Ensure the required levels of access controls, firewalls and back-up processes are in place.
Oversight role in all system related developments and implementations.
Management of 4 Support members.
SAGE administrator
2 Support Engineer
1 Server Administrator
As IT Manager, you will oversee and direct the day-to-day activities of the organisation’s information technology (IT) department, ensuring that systems, services, and infrastructure work reliably and securely.
Managing of IT Operations : Managing and leading of teams that develop and implement networks and servers, respond to user help desk requests, and monitor system stability and performance.
AS IT Operations Manager you are responsible to guide and provide 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.

Monitor IT Servers and Systems
One of the primary responsibilities of the IT Operations Manager is to monitor the organisation’s servers, networks, and computer systems for irregularities and performance issues.
Assess system data and error logs, along with user reports, to determine areas for improvement or repair. In this aspect of the role, an IT operations manager may also determine when systems or servers are due for upgrades.

Direct IT Support 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.
Assess 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 may also develop and implement technician schedules.

Develop Department Policies
Develop IT policies and procedures to ensure that the department operates effectively and reliably. In some IT departments, this process can include developing service level agreements (SLAs) for the help desk. An IT operations manager may also develop guides for users and technicians, such as FAQ documents or employee handbooks for IT department personnel.

Resolve Help Desk Escalations
IT operations managers may 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 operations 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.

Negotiate Vendor Contracts
Play a direct role in negotiating contracts with IT service providers. In this aspect of the role, the IT operations manager assesses department and business needs related to equipment and services and presents them to vendors. The IT operations manager compares pricing and vendor bids with their department’s budget, determines which vendors offer the most advantageous terms, and negotiates rates with those vendors.

Oversee Upgrades and Installations
Support the IT department activities while upgrading systems and servers and migrating the organization’s data. They may 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.

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