IT Operations Manager in New Haven, CT

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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Microsoft Excel

QuickBooks

Spreadsheets

CRM

Microsoft Word

Operations

Customer Service

Sales

Training

Procedures

Salary for IT Operations Manager in New Haven, CT

130480 - 191520

25th percentile

130480

New to the role, with little or no experience; requires more than casual instruction or supervision to perform day-to-day duties

50th percentile

161000

Has the experience to consistently perform core responsibilities without direct supervision; very comfortable with processes and subject matter associated with the role

75th percentile

191520

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

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