Customer Information Center Manager jobs in Middletown, OH

Company Description

Information Technology Partners, Inc. (ITP) founded in 1991, is an information technology design and support firm specializing in contemporary network and client computing technologies. ITP provides hardware, software, backup services, customized solutions, security software and technical support to its partners, providing services to its clients located throughout the United States and internationally.

We are seeking an experienced and motivated full-time on-site IT Operations Manager to lead the ongoing care and maintenance associated with a world-class corporate computing environment located in Dayton, Ohio. This role will involve overseeing the installation, maintenance, and optimization of the technology infrastructure at the customer location and associated hosted environments.

The IT Operations Manager will play a crucial role in implementing IT policies, providing direct technical support (including during critical situations), and ensuring the seamless operation of our systems. This position also involves managing performance and collaborating closely with team members for the professional development of IT engineers to achieve departmental objectives.

The successful candidate will have a strong infrastructure and networking technical background that facilitates their operational care responsibilities for VMWare, Microsoft Server, Wired and Wireless Networking, Client Device, and Audio/Visual system implementations.

Job Description

1. Lead and manage the IT infrastructure, providing strategic direction and guidance on infrastructure components.
2. Develop annual budgets for upgrades and replacement of IT infrastructure. Manage the overall IT budget.
3. Ensure effective resource allocation for IT projects.
4. Manage the installation, configuration, and maintenance of hardware and software systems, including cloud-based platforms.
5. Maintain all controls for transitioning projects to production in the assigned facilities.
6. Implement IT policies and procedures to ensure the security and integrity of company data.
7. Collaborate with department heads to assess technology needs and recommend solutions.
8. Stay updated on industry trends and advancements, recommending, and implementing relevant technologies.
9. Manage the performance and professional development of IT engineers, fostering a collaborative and productive work environment.
10. Provide or coordinate continuous educational support to staff on use of information systems. This includes cybersecurity training and preparing staff who travel internationally.
11. Support the development of comprehensive emergency response and outage recovery plans, ensuring minimal disruption to operations.
12. Ensure operational compliance with system backup and recovery procedures.
13. Provide direct technical support during emergencies, outages, and service transitions, coordinating with relevant teams to expedite resolution. Effectively communicate resolution status to customer management team.
14. Perform common daily monitoring, maintenance, and support tasks for critical infrastructure components.
15. Analyze performance data and trends, making recommendations for hardware and software enhancements and end of life replacements.
16. Remediate issues related to infrastructure and server performance promptly, ensuring minimal downtime.
17. Ensure timely resolution of support tickets and end user issues.
18. Lead remote troubleshooting efforts, guiding teams to effective and timely resolutions.
19. Oversee client device deployments and repairs, including Apple Business Manager.
20. Manage audio/visual use and equipment in all buildings, including serving as liaison to the audio/visual vendor.

Qualifications

1. Bachelor’s degree preferred, plus minimum 5 years’ experience in IT infrastructure direct technical support.
2. Technology operations management experience of at least 3 years required.
3. Technology policy and procedure development/maintenance required.
4. Knowledge of modern network switching technology.
5. Knowledge of managing secure access to cloud-based platforms required.
6. Knowledge of VMWare 7.x and above.
7. Knowledge of Microsoft Windows Server, Active Directory
8. Experience with Windows 11 and MacOS.
9. Excellent customer service skills.
10. Excellent communication skills (writing, verbal and listening).

Additional Information

Please include your salary expectation when applying.
Principals only. No agencies.
We do not offer H1B Visa sponsorship.

The pay is based on the local market and on the skills that the individual brings to the opportunity.

EEO Statement

ITP offers Equal Employment Opportunity to all qualified applicants, regardless of race, color, religion, national origin, sex, age, disability, genetic, or any other status protected by federal, state, or local laws.