Summary
The IT Operation Manager is responsible for the successful operation of all organizational applications and IT infrastructure along with control and maintenance on a continuous basis. The focus of the IT Operations Manager is the delivery of a stable service in accordance with the agreed levels of service.
The IT Operations Manager is responsible for leading the day-to-day operations of the IT support team. This individual provides effective management of the IT Help Desk, desk side support, and systems administration. The IT Operations Manager leads and provides oversight to the IT Service Desk team members. This individual must display a penchant for technology and effectively troubleshoot all problems quickly, even under pressure. The individual in this role must be a proven leader who can show patience, persistence, and has the drive to optimize and innovate while displaying a passion for technology and the customer. The IT Operations Manager must be able to manage time and multiple competing priorities while maintaining service excellence.
Essential Duties and Responsibilities
- Ensure consistent and successful day-to-day operations of technology infrastructure, including networks, servers, databases, etc.
- Schedule and budget maintenance and upgrades for optimum operational performance
- Create plans and provide hands-on support during emergencies, outages, and service transitions
- Manage help desk process, budget, and staff for smooth, responsive operations
- Maintain coverage during operational hours and after-hours work, as necessary
- Report on support and project activities
- Manage scheduling and the on-call team
- Create and implement an escalation program
- Build a Service Level Agreement (SLA) program
- Detect service and system outages and communicate them to management and end-users
- Ensure operational tasks are completed (log reviews, backups, ticket reviews, checklists, etc.)
- Ensure escalated service requests are handled in a timely manner
- Coordinate and collaborate operational activities with all IT teams
- Coordinate systems upgrades and software deployments
- Ensure patches are installed and verified on all systems in accordance with the service levels
- Provide end-user communication for service outages, system upgrades, service improvements, service implementation, and service retirements
- Drive excellent, consistent customer service via operations
- Ensure the IT Operations Team is adhering to Information Security, Regulatory Compliance, Incident Management, Problem Management, and Change Management processes/practices
- Implement a Service Monitoring capability to proactively address the operational issues for all customer-facing infrastructure assets
- Ensure all technical procedures (installation, configuration, run books) are documented and updated and are contributing to the maintenance of operational standards
- Responsible for asset inventory management, including hardware, software, and related documents and contracts
- Automate infrastructure services and system administration tasks where possible
- Preserve confidentiality of sensitive company information
- Provide information by diligently responding to questions and requests
- All other tasks and job duties as assigned
Qualifications
Education
- Bachelor’s Degree in a related field
Training
- Must maintain current knowledge of and adhere to all policy and regulations of the Colorado Marijuana Enforcement Division (MED); Colorado Department of Public Health and Environment (CDPHE), and Health Insurance Portability and Accountability Act (HIPAA), and TGS Management
Required Skills & Experience
- Relevant IT experience
- Project management experience
- Excellent influential, collaborative, and relationship building skills
- Excellent computer, mathematical, language, and reasoning skills
- High-level attention to detail
Preferred Skills & Experience
- Ability to prioritize tasks and meet deadlines with a shifting workload in a fast-paced environment
- Knowledge of Colorado marijuana laws, MED regulations, and CDPHE requirements; Previous marijuana industry experience preferred with priority given to candidates with experience in CO licensed facilities
- Cannabis industry experience preferred
Other Requirements
Physical Requirements
- Must be able to individually lift up to 25 lbs.
- Must be able to sit, stand, stoop, crouch, reach, and lift for long periods of time
**Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions**
Work Requirements
- Must be able to work in an office environment with moderate to loud noise level
- Must be able to acquire MED Support badge ($75 Fee to State of CO) prior to beginning employment
Travel Requirements
- Occasionally requires local travel, as needed.
Other Duties
- This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
**TGS Management provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics**