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    IT Operations Manager - Cleveland, United States - Joy Baking Group

    Joy Baking Group
    Joy Baking Group Cleveland, United States

    3 weeks ago

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    Description
    Job Description

    Job Description


    JOB SUMMARY:


    Under the direction of the CIO, this employee will manage the IT infrastructure operations and support functions for all US-based Joy Baking Group locations, including managing direct IT support staff and outsourced IT services.

    Position is on-site in Hermitage, PA. The position will be customer-centric and responsible for proactively driving operational IT excellence.

    This role is accountable for the outcomes of the IT Operations and Support team in terms of work quality, process excellence, IT excellence, and continuous improvement.


    RESPONSIBILITIES:

    Ensure IT systems are secure, consistent, and reliable
    Maintain and optime local company networks and servers
    Create and improve IT infrastructure documentation and training materials
    Oversee device and password management
    Oversee data backup and system security operations (e.g. user authorization, firewalls)
    Manage installations, upgrades, and configurations of hardware and software
    Assess system performance and recommend improvements
    Resolve issues escalated by technicians and engineers
    Ensure data is handled, transferred, or processed according to legal and company guidelines
    Provide support and guidance to stakeholders via help desk
    Manage contracts and relationships with vendors (e.g. cybersecurity, managed IT services, telecommunication companies) and software licenses
    Oversee the development of IT policies and procedures
    Establish escalation processes including 24x7 support requirements (on-call).
    Manage IT functional areas Infrastructure and Service Desk
    Manage a team of five IT support staff and multiple IT service providers
    Develop and mentor IT staff
    Participate in IT collaboration discussions and meetings
    Manage all required data protection initiatives
    Oversee the PC lifecycle (e.g., purchasing, deployment, patching, software

    packaging/updating,

    and testing and rollout processes and configuration of devices)


    ESSENTIAL FUNCTIONS:

    Must be highly motivated, able to follow direction, and perform assigned work duties independently with minimal supervision
    Ability to manage multiple projects
    Must be able to effectively analyze and present complex information
    Must be able to communicate effectively, both verbally and in writing
    Must have aptitude for problem solving
    Must be able to speak, listen, and effectively collaborate and communicate with team members
    Must be able to work with a high level of accuracy and attention to detail
    Must have full use of arms and legs and be able to climb stairs to access all areas of the plant and offices
    Able to kneel, squat, bend, stoop, twist, and lift >20lbs. on an occasional basis
    Must be organized and maintain work area
    Ability to work under the pressure of, and meet, deadlines
    Able to travel up to 10% to other Joy Baking Group sites

    QUALIFICATIONS
    :

    Bachelor's degree or equivalent IT work experience
    Proven experience as an IT Operations Manager, supervising IT support staff
    5+ years of experience managing complex IT operations, with a focus on system administration, end-user support and managing server and desktop computing environments
    Experience with configuration and administration of Windows PCs, Windows servers, iOS and Android mobile devices, Active Directory, and M365 Exchange, Teams and other apps
    Knowledge of on-premise VOIP phone systems
    Experience with Hyper-V cluster administration
    Knowledge of data center/IT room design and management
    Thorough knowledge of network design and administration, including fiber and Ethernet wiring
    Experience with Solarwinds NPM, NTA, and SAM
    Knowledge of IT service management frameworks, such as ITIL
    Company Description We are an independent, 100% employee-owned business practicing the art of cone baking since 1918.

    Starting as a family business, we built an organization we remain proud to be a part of over 100 years later.

    With that many years under our belt, we know how to make the best cones on the market.

    Our product quality, paired with our exceptional customer service, has helped us become the largest ice cream cone producer in the United States.

    Company Description

    We are an independent, 100% employee-owned business practicing the art of cone baking since 1918.

    Starting as a family business, we built an organization we remain proud to be a part of over 100 years later.

    With that many years under our belt, we know how to make the best cones on the market.

    Our product quality, paired with our exceptional customer service, has helped us become the largest ice cream cone producer in the United States.

    #J-18808-Ljbffr
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