- Bachelor's degree in computer science, information technology, or a related field.
- Extensive experience in IT operations management, demonstrating expertise in support and service desk functions, database systems and a wide variety of software/hardware programs used in manufacturing.
- Strong leadership and team management skills, with a track record of fostering a positive and high-performance culture.
- In-depth knowledge of IT support processes, ticketing systems, service desk best practices, configuration management, and change management.
- Hands-on experience with device management tools (e.g., Intune) and comprehensive understanding of change management best practices.
- Experience with automated patch management tools
- Experience working in a regulated environment and with compliance frameworks such as NIST are a plus.
- Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Ability to trouble-shoot and perform systems analysis, determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
- Excellent communication, interpersonal, and negotiation skills.
- Ability to effectively work in teams. Ability to influence and lead others.
- Foster a collaborative and results-driven culture, emphasizing continuous improvement and proactive problem-solving.
- Provide guidance and support for the team in the escalation of complex issues, facilitating collaboration with higher-level support tiers or specialized teams when necessary.
- Establish clear escalation paths and protocols to ensure timely resolution of escalated issues while maintaining a high standard of customer satisfaction.
- Plan, coordinate, and execute routine system maintenance activities, including software updates, patches, and security enhancements.
- Collaborate with stakeholders and infrastructure specialists to schedule maintenance windows, minimizing impact on end-users.
- Oversee the seamless replacement of end-user endpoints, ensuring minimal disruption and adherence to upgrade schedules.
- Manage the asset management system for accurate tracking of hardware and software assets.
- Implement and monitor advanced performance metrics to assess system health and identify areas for improvement.
- Develop and implement strategies for optimizing system performance, responsiveness, and user satisfaction.
- Establish and maintain comprehensive configuration management processes to track and control changes to the IT infrastructure.
- Collaborate with the configuration management team to ensure consistency and compliance with established standards.
- Work with department management to develop, implement, and continually enhance change management processes to assess, document, and control changes in the IT environment.
- Ensure thorough evaluation, documentation, and communication of changes to stakeholders, minimizing disruptions.
- Manage relationships with external vendors, ensuring timely resolution of support-related issues and maximizing service value.
- Evaluate vendor performance regularly, negotiate contracts, and identify opportunities for cost savings.
- Conduct regular assessments of the support team's skill sets and develop customized training programs.
- Facilitate cross-training initiatives to enhance the team's versatility in handling a diverse range of support tasks.
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Information Technology Operations Manager - Westbrook, United States - The Lee Company
Description
Company Overview:
The Lee Company is a global leader in the design and production of miniature, precision fluid control components for the aerospace, medical/scientific instrument, oil tool, and automotive industries.
Lee Company products are recognized worldwide for superior quality, reliability, and performance. Lee's unique capabilities in miniaturization and engineering keep the company at the forefront of fluid control technology and identify Lee as a leading innovator in the field of fluid handling and control.
Founded in 1948, The Lee Company occupies over one million sq. ft. of modern manufacturing and office space at four sites in Westbrook and Essex, Connecticut, and employs over 1,000 people.
Qualifications:
Responsibilities:
The Lee Company Advantages:
The Lee Company offers opportunities for career growth in a stable, well-managed company providing an attractive range of benefits including company-paid health insurance, profit sharing, tuition reimbursement, and daycare subsidy. The Lee Company is situated in southern New England in a rural, campus setting close to the Long Island Sound.
Please send your resume to
It is the policy of The Lee Company to provide equal employment opportunities to all applicants and employees without regard to race, color, religious creed, sex, marital status, sexual orientation, gender identity, ancestry, national origin, citizenship status, age, religion, medical condition, mental or physical disability, veteran status, military service, pregnancy, childbirth or related medical condition, genetic information or any other class or characteristic protected by federal, state or local law.
