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IT Operations Manager

• Provides leadership and coaching to IT teams

• Personnel Management and Supervision of IT Operations teams

• Supports recruitment, selection, hiring and orientation of the IT Operations team

• Defines IT Service KPI's and provides appropriate analysis of IT Service Reports

• Supports team in defining and meeting agreed SLAs

• Ensures team has the capacity to support company initiatives

• Ensures the team has the capabilities to support the services within their service domains

o Support and encourage the professional development of the IT teams

• Ensures the Service Domains within the IT Team's area of responsibility are meeting the requirements of the Business

o Coordinates research of innovative solutions and proactive service support for their teams

• Is the first escalation point for IT Service Team members

• Supporting IT Teams in the management of daily priorities

• Management of escalations from business regarding incidents and requests

• Supports the implementation of the IT Strategy

• Communicates with the IT Director and IT Managers regarding:

o IT Strategy

o IT Projects

o IT Resource Availability

o IT Team Supervision

o IT Team Development

o IT Service Performance

• Defines and documents formal procedures for the IT Teams

• Works closely with Management to provide input on planning and coordination of IT initiatives

• Represents the IT Teams as required regarding IT Program initiatives

• Supports quality assurance and continuous improvement of ITSM

• Work cooperatively and effectively with other members of IT Dept.

• Adheres to the ITSM processes in responding to Service Desk requests and Incidents

• Represent Schluter Systems in a positive, professional, and enthusiastic manner in all matters

Secondary Responsibilities

• Adhere to company policies and protocols

• Travel as necessary

• Bachelor's degree or equivalent experience

• Project Management: 2+ years of experience (IT Preferred)

• IT Service Management: 2+ years of experience

• 2+ years of experience as a Network Architect OR 4+ years of experience as a Network Administrator

• Experience in data center management and support

• Advanced knowledge of network operating systems

• Experience with implementation, administration, and troubleshooting of network infrastructure (wireless access points, firewalls, routers, switches)

• Thorough understanding of ITIL best practices with a strong focus on ITIL Service Strategy and Design

• Knowledge of ITSM tools

• Experience with network documentation

• Strong Leadership and Communication skills

• Ability to translate business strategy and requirements into technical specifications

• Excellent written and verbal communication skills

• Ability to communicate technical terminology at levels

appropriate to the audience

• Ability to work in a team environment and take initiative

• Self-motivated with the ability to effectively prioritize and handle multiple tasks simultaneously

• Ability to adhere to defined processes and procedures and suggest improvements

• Ability to maintain confidentiality and professionalism

• Basic ITIL Certification


Plattsburgh, NY 12901, US