IT Operations Manager

Job Description

The IT Operations Manager role is to oversee and manage all IT Operations activity and personnel within the IT Department.

The role establishes and maintains the critical company IT infrastructure while providing end-user support on all systems, applications and devices. Enterprise business and web applications are handled by a different team within IT.

Curtis IT Infrastructure

The IT Operations Manager takes full responsibility for the establishment and maintenance of the company s IT infrastructure ensuring all components are running smoothly, securely and with high availability. This includes planning, developing, installing, configuring, maintaining, supporting and optimizing all infrastructure components.

Physical equipment:

• Data circuits for Internet and inter-office connectivity for 10 offices
• Cisco/Meraki switches and routers for all locations
• SonicWall firewalls for all locations
• Ethernet cabling for all locations
• Uninterruptible Power Supply (UPS) systems at all locations
• Wireless Access Points
• Kyocera networked office copiers
• Windows desktops, laptops and all peripherals for staff

Networking:

• Cisco/Meraki switches
• VPN connectivity
• Meraki WAPs
• Microsoft Active Directory

Enterprise applications:

• Monitoring and alerting services
• Microsoft O365 services
• Freshdesk user ticketing solution
• Okta Single-Sign-On (SSO) service

Cybersecurity:

• Required procedures and processes to pass annual audits
• Intrusion detection systems
• ManageEngine endpoint management
• Malwarebytes end-point protection
• KnowBe4 security awareness training system
• ProofPoint anti-spam service

Telecommunications:

• Apple iPhones for staff
• Analog telecom circuits
• Internet circuits
• Zoom VoIP phone system

Internet domains:

• Oracle high availability domain management
• GoDaddy domain registrar
• Network Solutions domain registrar

End-user Support

The IT Operations Manager ensures the highest quality of customer service and user satisfaction in providing end-user Help Desk support:

Applications support:

• Microsoft email
• Microsoft O365
• Windows desktop
• Zoom
• MozyPro backup

User support:

• Orientation and training
• File restore/recovery
• Security awareness training

Hardware support:

• Desktops and laptops
• PC performance tuning
• Printers/copiers
• Ethernet cabling
• iPhones

HR support:

• Employee leaving support
• New employee IT onboarding
• DocuSign management

Procurement:

• Computer purchase requests
• Software purchase requests
• Peripheral purchase requests

Managerial Responsibilities

The IT Operations Manager has an overarching responsibility of managing their team with the following managerial responsibilities:

Managing assigned IT projects including:

• Establishing new Curtis offices for company expansion.
• Upgrading / replacing IT infrastructure components.
• Rolling out new technology solutions for staff.

Administrative functions:

• Maintaining and renewing maintenance contracts.
• Reviewing IT overhead to reduce costs wherever possible.
• Monitoring and managing all bills from IT vendors.
• Maintaining an asset management database of all IT assets including servers, desktops, laptops, software applications, smart phones.
• Maintain comprehensive IT documentation in the Atlassian Confluence system.
• Publish regular blog posts in the Curtis IT Blog for user awareness.
• Keeping end-users well informed of system outages.

The driving vision statement for IT Operations is:

Delivering Reliable and Secure IT Services with Confidence

Requirements

Pre-requisite Core Competencies

• Team Building managing and building top tier IT teams.
• Project Management formulating and executing on IT related projects.
• Documentation & Training writing clear and easy to understand end-user training guides and delivering excellent end-user training where necessary.
• Customer Service providing consistent and excellent IT related customer service.
• Technical Skills Microsoft Exchange, MS Active Directory, Windows Server, Cisco/Meraki Networking, WANs, Network Monitoring, Desktop Monitoring.

Desired Skills & Experience

• Strong communication, project and prioritization skills.
• Ability to communicate effectively to users, management and vendors.
• Excellent customer service skills.
• Proven track record of rolling out successful IT projects.
• Windows server configuration, setup and maintenance.
• Configuration and maintenance of Cisco/Meraki switches, routers and Sonicwall firewalls.
• Data security awareness and best practices for data center, server and desktop environments.
• Enterprise desktop management software experience.
• Ability to test, deploy, and maintain patches and system updates.
• Must be able to document change logs in a clear and concise manner.

Experience Required

• 5+ years management experience in an IT Department.
• 7+ years IT customer service experience.
• 3+ years experience with Windows System Administration and Active Directory.
• 3+ years experience with Microsoft O365.
• 2+ years experience with Network Administration.
• 5+ years experience running successful IT projects.

Experience Preferred

• Microsoft MCSA certification
• Cisco CCNA certification
• Working knowledge of Zoom VoIP phone system.
• Working knowledge of Dell or equivalent desktop products.
• Working knowledge of Cisco/Meraki switches and routers.
• Working knowledge of Sonicwall firewalls.
• Bachelor s degree in Information Systems or related field.

About Us:

L.N. Curtis & sons is a privately owned and operated corporation that provides Tools for Heroes. The company is headquartered in Walnut Creek, California. Operational centers are located in Salt Lake City, Utah; Kent, Washington; Santa Fe Springs, California; and Gilbert, Arizona. Established in 1929, L.N. Curtis & sons is the premier distributor of first responder equipment and actively sells and services in the United States. The company is focused on servicing the thirteen Western states and the U.S. Government worldwide. L.N. Curtis & sons is committed to supplying the fire and law enforcement industry with the most modern, safe and effective products available. L.N. Curtis & sons is a company whose principal product is service, whose principal resource is people, and whose principal purpose is to be a distinguished leader in the field of supplying and servicing emergency responder equipment.

L.N. Curtis & sons is proud to be an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Additionally, L.N. Curtis & sons participate in the E-Verify program as required by law. You may view our Equal Employment, Pay Transparency and E-Verify notices on our site.

We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us online.