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Job Summary:
We are seeking a highly skilled and experienced IT Operations Unit Head to lead and oversee the IT operations unit, which includes managing the IT helpdesk, Applications Support & QA, and Audio/Visual Support functions. The ideal candidate will have a strong background in IT operations, excellent leadership and organizational skills, and the ability to collaborate effectively with cross-functional teams. The IT Operations Unit Head will report directly to the Senior IT Manager and play a crucial role in ensuring the smooth and efficient operation of our IT services.
Key Responsibilities:
1. Team Leadership: Lead, mentor, and manage a team of IT professionals, including IT helpdesk staff, Applications Support & QA engineers, and Audio/Visual Support technicians. Provide guidance, set performance expectations, and foster a culture of continuous improvement.
2. IT Helpdesk Management: - Oversee the IT helpdesk function, ensuring timely resolution of user issues and inquiries. - Establish and maintain service level agreements (SLAs) to meet user expectations. - Monitor and analyze helpdesk metrics to identify trends and areas for improvement.
3. Applications Support & QA: - Manage the support and quality assurance processes for business applications. - Collaborate with application owners and development teams to ensure applications are stable, reliable, and meet user requirements. - Implement and maintain quality control processes and testing methodologies.
4. Audio/Visual Support: - Supervise the Audio/Visual Support team responsible for maintaining and supporting audiovisual equipment and systems. - Ensure that video conferencing, presentation, and meeting room equipment is functional and reliable. - Coordinate with vendors for equipment procurement and maintenance.
5. Infrastructure and Resource Management: - Work closely with the Senior IT Manager to develop and manage the IT operations unit budget. - Ensure the availability and optimization of IT resources, including hardware, software, and network infrastructure. - Implement best practices for asset management and resource utilization.
6. Incident and Problem Resolution: - Lead incident management and problem-solving efforts to address critical IT issues. - Collaborate with cross-functional teams to resolve complex technical problems.
7. Continuous Improvement: - Identify opportunities for process improvement and efficiency gains within the IT operations unit. - Implement best practices and automation to streamline operations.
8. Compliance and Security: - Ensure that IT operations comply with relevant regulations and security standards. - Work with the IT security team to implement and maintain security measures.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field. Master's degree preferred. - Proven experience (X years) in IT operations management or a similar role. - Strong leadership and team management skills. - Excellent problem-solving and decision-making abilities. - Solid understanding of IT infrastructure, applications, and audio/visual systems. - Knowledge of ITIL and IT service management best practices. - Strong communication and interpersonal skills. - IT certifications (e.g., ITIL, PMP, CISSP) are a plus.
This is an exciting opportunity for a dynamic individual to lead our IT operations unit and contribute to the overall success of our organization. If you are a results-oriented leader with a passion for IT excellence, we encourage you to apply.
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