Our Client is re-inventing the healthcare industry by providing low-cost medication to practitioners at the point-of-care. To support internal order fulfillment and pharmacy operations, they are seeking an IT Operations Manager to lead their infrastructure engineering and support teams and ensure the seamless operation of IT services and infrastructure. This role involves providing support and training to IT support specialists to improve IT Service Management, serving as the managerial point of contact for the infrastructure engineering team, monitoring and reporting on IT systems performance, coordinating the transition of new systems from implementation to long-term support, and coordinating incident management bridges and communication.

QUALIFICATIONS:

Bachelor’s degree in Information Technology, Computer Science, or a related field or equivalent certifications
Excellent leadership and team management skills.
Strong knowledge of fundamental cloud and on-premise IT networks and infrastructure.
Proficiency in performance monitoring tools and incident management processes.
Strong analytical and problem-solving abilities.
Excellent communication and interpersonal skills.

PREFERRED QUALIFICATIONS:

ITIL certification or equivalent.
Experience with cloud computing and virtualization technologies.
Familiarity with cybersecurity best practices.
Familiarity with Linux (Debian-based) operating systems, Windows Server, AWS VPC and EC2, Watchguard Technologies, pfSense, Unifi, and Microsoft 365 product

Provide guidance, support, and training to IT support specialists and infrastructure engineering staff, fostering a collaborative and supportive team environment
Liaise with external infrastructure managed service providers to ensure the delivery of high-quality IT services
Working with the support desk lead, oversee support escalation process for support tickets to maintain effective labor distribution to handle unplanned IT work.
Oversee daily IT operations to ensure the availability, performance, and security of IT cloud and on-prem network and server hardware, software, and operating systems.
Oversee end-user IT services, including hardware and data asset lifecycle, patch management, and device deployment.
Develop and implement IT policies and procedures to ensure efficient and secure operations.
Monitor IT systems performance and regularly report on metrics that track uptime and network performance.
Communicate IT operations and service management metrics with internal stakeholders, adapting operations to their IT needs.
Analyze performance data to identify areas for improvement and add corrective actions to the infrastructure project backlog.
Coordinate and manage IT incidents, ensuring timely resolution and minimal impact on business operations, managing and adapting incident response plans and procedures in coordination with information security as required.
Identify and solicit opportunities for process improvements and implement best practices to enhance IT operations.
Stay updated with the latest industry trends and technologies to drive innovation within the IT department.