Senior IT Operations Manager

2 weeks ago

North Sydney Council, Australia beBeeOperational Full time $155,500 - $181,950
Senior IT Operations Manager

The Senior IT Operations Manager will oversee the daily operations of our IT services, ensuring they run smoothly and efficiently. This role is responsible for managing a team of service desk professionals and providing technical expertise to drive business outcomes.

Key Responsibilities:

  • Lead and mentor a team of service desk technicians, fostering a positive and collaborative work environment that promotes employee growth and development.
  • Provide coaching, training, and guidance to team members to enhance their technical skills and customer service abilities, resulting in improved job satisfaction and retention.
  • Provide second and third-level support services for end-user devices, including software and hardware investigations, and provide training and guidance to end-users on device and software topics.
  • Conduct regular performance evaluations and set individual and team goals to drive business outcomes and measure success.
  • Act as an escalation point for complex technical issues, including hardware, software, and network problems, and work closely with vendors to resolve these issues promptly.
  • Ensure that the team delivers exceptional customer service and maintains high customer satisfaction levels by continuously monitoring and improving service quality.
  • Handle customer escalations and complaints promptly and professionally, striving for fast resolution and client satisfaction.
  • Develop and maintain operational reports and performance metrics to assess team performance and identify areas for improvement.
  • Analyse data to identify opportunities for process improvements and implement corrective actions as necessary to optimize efficiency and effectiveness.
  • Provide regular reports to management on team performance and key performance indicators, and participate in cross-functional projects and initiatives as required.
  • Collaborate with other IT teams and departments to ensure seamless service delivery and issue resolution, and provide technical support and guidance on the implementation of project-based initiatives.
  • Continuously review and enhance service desk processes and procedures to optimize efficiency and effectiveness, and identify opportunities for automation and efficiency gains within the team.

Requirements:

  • A clear understanding of software deployment technologies, including EPM and Intune.
  • Excellent communication and interpersonal skills to effectively collaborate with stakeholders and drive business outcomes.
  • Advanced knowledge of Microsoft Office 365, Azure Technologies, and PowerShell scripting essential for automating tasks and enhancing efficiency.
  • Commercial and proven experience in supporting desktop hardware and operating systems, including troubleshooting and resolving complex technical issues.
  • Experience in managing technology vendors to agreed outcomes and obtaining technical support when needed.
  • Intermediate to advanced PowerShell abilities essential for automating tasks and enhancing efficiency.
  • Demonstrate knowledge of ITIL and align activities and processes with this framework to ensure efficient service delivery and continuous improvement.
  • Ability to lead a small team effectively with 4+ years' experience in people management, including setting goals, evaluating performance, and developing employees.
  • Degree in Information Technology or a related discipline, and ITIL v4 Foundation certification essential, with advanced certifications highly regarded.
  • Flexibility to work in the office 4 days a week, with the ability to adapt to changing business needs and priorities.

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