IT Operations Manager in Springfield, MA

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 in Springfield, MA

118928 - 174478

25th percentile

118928

The candidate is new to the role and building the needed skills, experience and autonomy.

50th percentile

146703

The candidate has the experience to perform core responsibilities without direct supervision and is comfortable with the role’s processes and subject matter.

75th percentile

174478

The candidate delivers value beyond the stated job duties, has advanced qualifications and experience, and is ready for the next career level.

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75th percentile

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