IT Operations Manager is responsible for supervising the daily functions of the EIA helpdesk and will manage all aspects of the technology infrastructure, desktop systems, notebook, remote computing, network maintenance and support, telecommunications, and audio visual systems. The IT Operations Manager will also use his/her experience and understanding of technology and the competitive market landscape to work with the Chief Technology Officer on strategic planning and implementation of goals and objectives of the organization.
Responsibilities and duties
· Manages the daily operation and maintenance of the organization’s entire technology program, including all network maintenance and support, PC hardware and software installation, configuration and maintenance.
· Manages user support Help Desk operations, including high-level support of all the organization’s standard software applications.
· Develops and maintains departmental and organizational IT policies and procedures.
· Works with and makes recommendations to the Chief Technology Officer regarding all functions of the technology platform.
· Implements and administers EIA technology projects and supports departmental systems.
· Acts as lead resource for technology questions, issues, upgrades, and installations for the entire office.
· Works with the Chief Technology Officer and Human Resources department in hiring, training, counselling, and disciplining departmental employees. Generates performance evaluations for departmental employees.
· Directs end-user application software training programs. Ensures the content and quality of in-house training is beneficial to the organization.
· Meets and coordinates with other local Technology department members on product installation, training, and support.
· Evaluates and customizes training rollouts in order to meet local office specific needs for new hire training, technology rollout training, or on-going education.
· Acts as a third line support resource for the helpdesk team - Troubleshoots problems with hardware, software, and/or the network and interacts with manufacturers’ technical support staff.
· Maintains appropriate organizational data security and disaster recovery measures.
· Provides support for various departmental databases and programs (e.g. Bloomberg, xxx).
· Participates in vendor demonstrations and provide feedback on new products, and software updates.
· Stays abreast of current and new technologies and market trends providing benefit to the organization.
· Leads special projects on various issues to completion as needed.
· Ensuring EIA IT Operations confirms to EIA information Security Policies and Procedures. Contributing to EIA Information Security Policies and Procedures
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