Information Technology (IT) Operations Manager
Values
Passion: You champion our mission and think like an entrepreneur.
Adaptability: Change isn’t scary. You embrace opportunities to adapt and bring others along.
Connection: Connection is important. You lift others up because when they grow you grow.
Excellence: You thrive outside of your comfort zone. You jump at the chance to make things better and have insatiable curiosity.
Diversity: You encourage diversity, equity and inclusion. You help empower our community and foster an environment that encourages different perspectives and values each team member’s individual experiences.
The Role
The Information Technology (IT) Operations Manager oversees and directs the day-to-day activities of Guidant’s Information Technology (IT) department, ensuring that systems, services, and infrastructure work reliably and securely. They lead a small team that develops and implements networks and servers, responds to user help desk requests, and monitors system stability and performance. The IT Operations Manager provides guidance and leadership to the IT department and its technicians, but also directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.
The IT Operations Manager is the head of data security, ensuring their team follows best in class practices for protection of Guidant and client data, preventing malware and phishing attacks and educating employees on the importance of cyber security. This role will oversee the regular evolution and maintenance of cybersecurity countermeasures and adherence to security protocols and processes.
What You'll Be Doing
- Manage technical resources who monitor Guidant’s servers, networks, and computer systems for irregularities and performance issues. Assess system data and error logs, along with user reports, to determine areas for improvement or repair.
- Manage hardware lifecycle, including budgeting for hardware, infrastructure and non-departmental SaaS products. Maintain an effective backup disaster recovery and business continuance plan.
- Direct the activities of helpdesk technicians, both to directly support end users and to assist with IT department upgrades and directives. Assess current department needs and help desk inquiries and assign personnel to resolve each issue. Maintain emergency / afterhours support schedule. Hire, train, develop and mentor helpdesk technicians.
- Provide direct user support by handling help desk or service desk escalations. If IT technicians are unable to successfully resolve a user’s issue, the IT Operations Manager will assess the situation and devise a solution to the problem.
- Manage or approve technology related purchases, including selecting and negotiating contracts with IT service providers. Assess department and business needs related to equipment and services and present them to vendors. Manage Requests for Proposal for any large technology implementations.
Additional Functions
- Maintain IT policies and procedures to ensure that the department operates effectively and reliably.
- Author and edit security and technology sections of Guidant’s employee handbook.
- Advise leadership on current issues in information technology and emerging technologies as they relate to the business.
- Work with leadership to plan, communicate and execute enterprise-level deployments.
- Execute system upgrades and associated data migrations. Provide best practices to continuously improve the upgrade process, monitor the system to ensure that it remains stable and usable, and maintain data security through the migration process.
- Continuously improve the service environment through the evaluation and implementation of industry best practices, benchmark analysis and metrics.
- Perform other duties as required.
Requirements
- Must be 18 years of age
- Relevant Bachelor’s degree or equivalent experience required
- Security and network systems certifications preferred: A+, Net+ and Sec+, MCTS, AZ-900,104, or 500
- 3+ years’ experience managing people in Infrastructure and systems
- 5+ years’ experience in IT infrastructure and systems
- Technical skills - Have extensive training on computer software and hardware, including servers and systems
- Team leadership - Effectively manage IT personnel and set department priorities
- Communication skills – strong written and verbal communicators, able to communicate with team members, management personnel, and end users throughout the organization
- Problem-solving skills – this role also requires excellent problem-solving skills and the ability to develop it in others by coaching helpdesk technicians to solve problems proactively and continuously improve troubleshooting and issue resolution techniques.
- Ability to work in an autonomous environment where you can be a self-directed, independent worker
- Ability to create an inclusive workplace where everyone feels a sense of belonging by empowering all our employees to speak up, ask questions, and been seen.
- Salesforce administration experience highly preferred
Other Requirements
- Must pass a background check
- Must meet work from home requirements to qualify
Benefits
- Our People are Key to Success: Work with a team of smart, creative, fun and highly motivated people
- When You Grow, We Grow: Continue to learn with ongoing training, career pathing, and supportive leaders. For the last three years, Guidant has promoted more than 20% of our organization into new and exciting roles!
- Wellness: Top benefits and perks including comprehensive health coverage (with free premium option), competitive salary, paid parental leave and a generous 401k match. Be able to disconnect with Paid Time Off of 3 weeks and 11 Paid Holidays.
- Flexible Work Arrangements: Work from the enjoyment of your home office. We work with entrepreneurs every day; we want you to have autonomy within your work structure with company provided equipment.
- Awesome Culture: Be part of Guidant’s award-winning culture and have the experience to connect through coffee with senior leaders or hit a home run being part of our company sporting events.
- Empowering Equity and Inclusion: Be part of an inclusive work environment that gives employees a voice to speak up, be heard, and supported
This is a fully and permanently remote work from home opportunity with a growing and stable company available in select states across the US: AZ, FL, GA, ID, KS, LA, MI, MN, NC, NE, TX, UT, VA
The wage for this position is between $85,000 – $100,000 annually
