Job Description

Our client is seeking a highly skilled and experienced IT Operations Manager to lead and oversee the company's data centre operations, helpdesk services and IT infrastructure.

The ideal candidate will have a strong background in managing mid-scale IT environments, particularly data centers, as well as in leading a helpdesk team to ensure seamless IT support across the organization. This is a leadership role that requires a strategic thinker with excellent technical knowledge and people management skills to drive operational excellence.

Key Responsibilities:

Data Center Management:

• Oversee all aspects of data center operations, ensuring optimal performance, uptime, and security.o Manage infrastructure related to servers, storage, networking, backup, and disaster recovery.
• Plan and implement data center strategies, upgrades, and expansions.
• Ensure compliance with industry standards, regulations, and best practices for data security and operational efficiency.

Helpdesk and IT Support Services:

• Lead the Helpdesk team to deliver high-quality support services, meeting SLA standards.
• Implement IT service management (ITSM) practices to optimize helpdesk performance and user satisfaction.
• Monitor and analyze helpdesk ticket trends to identify opportunities for improvement and efficiency.
• Foster a customer-centric support environment, ensuring prompt and efficient resolution of IT issues for all employees.

Leadership and Team Development:

• Provide leadership and guidance to the IT Operations team, including direct reports such as Data Center Managers and Helpdesk Supervisors.
• Mentor and develop team members, fostering a culture of collaboration and continuous improvement.
• Manage team performance, ensuring alignment with business goals and objectives.

IT Strategy and Budget Management:

• Contribute to the development and execution of the IT strategy aligned with the company's overall objectives.
• Manage the IT operations budget, ensuring cost-effective use of resources while maintaining high service standards.
• Develop and track key performance indicators (KPIs) to measure operational success and identify areas for improvement.

Risk Management and Compliance:

• Oversee the implementation of robust IT policies, security protocols, and disaster recovery plans.
• Ensure adherence to regulatory and industry compliance standards, including data privacy laws.
• Conduct risk assessments and work with senior leadership to mitigate IT-related risks.

Qualifications and Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field;
• A minimum of 8 years of experience in IT operations, with a focus on data centermanagement and helpdesk operations.
• Strong knowledge of data center infrastructure, network architecture, and cloud solutions.
• Experience with ITSM tools and methodologies, such as ITIL.
• Excellent leadership, communication, and project management skills. Experience in budgeting, cost management, and resource allocation for IT operations.
• Strong problem-solving skills with the ability to manage crises and escalate when necessary.

Key Competencies:

• Strategic thinking and the ability to align IT operations with business goals. Strong organizational and project management skills.
• Ability to manage multiple priorities and meet deadlines.
• Exceptional communication skills to effectively collaborate with both technical and non-technical stakeholders.
• A proactive and solutions-driven approach.