IT Operations and Technical Support Manager

This position is responsible for leading and coordinating the daily operations of enterprise voice and data communications. This role ensures reliable access to corporate information resources, effective technical support, timely maintenance and upgrades, accurate charge allocations, and secure operation of IT infrastructure.

The role provides operational leadership to technical support personnel, coordinates projects and workloads, supports IT policies and objectives, evaluates new technologies, and serves as a primary point of contact for senior management, internal customers, vendors, and external representatives.

DUTIES AND RESPONSIBILITIES:

• Lead and direct daily department operations, including prioritizing, scheduling, and coordinating assignments related to IT support, troubleshooting, repair, maintenance, and upgrades.
• Coordinate the planning, installation, operation, and maintenance of corporate voice, and data systems.
• Ensure effective and reliable access to corporate information resources and support the implementation and operation of data and telecommunications technologies.
• Oversee telco service provisioning and proper chargeback
• Ensure the timely, cost-effective repair, upgrade, replacement, and maintenance of IT hardware, and related equipment.
• Develop, implement, and monitor standard operating procedures, work processes, department objectives, schedules, and performance measures.
• Research and evaluate emerging technologies; recommend purchases and improvements based on business and technical requirements.
• Support the development and implementation of IT policies, procedures, budgets, objectives, and strategic initiatives.
• Develop department reports, technical documentation, presentations, and other records reflecting operational activities and project status.
• Represent the department as primary contact with internal senior management, employees, customers, vendors, and external representatives.
• Participate in workforce planning, interviewing, selection, retention, performance evaluations, promotion recommendations, and employee development.
• Develop or coordinate training programs and procedures for technical support personnel.
• Provide direction and guidance to assigned staff and coordinate resources to meet established deadlines, milestones, and service expectations.
• Maintain the strict confidentiality of sensitive information.
• Ensure compliance with applicable laws, regulations, company policies, and other business obligations. Ensure work is performed safely in accordance with established procedures and practices.
• Perform other duties as assigned or required.

We recognize and appreciate the value and contributions of individuals with diverse backgrounds and experiences and welcome all qualified individuals to apply.