IT Operations Manager

IT Operations Manager Job Description

IT operations managers oversee all aspects, including staffing, of the day-to-day operations of the help desk and IT support. Candidates need extensive experience with supported software and hardware. The role also requires excellent interpersonal, business management and customer service skills. Employers typically seek a bachelor’s degree in information systems or a related discipline, with at least five years of operations and support experience plus three or more years in a management role. Candidates should also have knowledge of the TCP/IP protocol families and LAN/WAN technologies. Professional certifications, such as the Microsoft Certified Solutions Expert (MCSE) or HDI Support Center Manager (HDI-SCM), or experience with the Information Technology Infrastructure Library (ITIL), also are valued.

Typical IT operations manager duties include:

Managing support service staff, including hiring, training, scheduling work assignments, and conducting evaluations Monitoring response times, evaluating user satisfaction levels, and making recommendations for improvement Evaluating and managing technical support systems hardware and software, and making recommendations regarding upgrades or changes Negotiating, writing, and reporting on internal and external service-level agreements

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Salary for IT Operations Manager
116500 - 171000
25th percentile
116500
New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties
50th percentile
143750
Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role
75th percentile
171000
Value to the organization goes far beyond the ability to perform normal job duties; has rare qualifications that enable consistent contribution in unique ways; ready for next career level when available
Projected salaries for related positions Position title 25th percentile 50th percentile 75th percentile Business Continuity Analyst 96500 116750 138500 Systems Engineer 96250 117250 146250 Systems Administrator 77250 94500 113250 Hardware Analyst 66750 82750 99500 Cable/Computer Technician 42000 50000 56500

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