The Manager IT Operations ensures reliable operation of the IOPS IT and/or AV infrastructure and Operations. Supervises, plans, coordinates, directs, designs and delivers activities of IT and/or AV operational projects, as well as provides administrative direction and support for daily operational activities of IT and/or AV department, including, but not limited to, responsibility for all systems hardware and operational infrastructure, ensuring integration and coordination with Corporate systems and operations. Plans, designs and coordinates onsite AV related event infrastructure.

As a Manager IT Operations, a typical day might include the following:

• Responsible for conference room, A/V equipment and conferencing services for IOPS. Ensures the performance of daily video conferencing room checks and pre-meeting testing. Ensures table-top controls and touch panels, microphones, and phones are fit for purpose.
• Provides project management and engineering advise on A/V & Conferencing requests and new equipment, as needed.
• Uses experience to provide advanced troubleshooting of A/V & Conferencing technical problems, makes decisions on appropriate remediation and engages external technical support resources when required in a timely manner.
• Responsible for the daily activities of A/V Managed Service providers onsite.
• Partners with enterprise-wide AV groups to ensure IOPS maintains the appropriate level of support personnel and resources from managed service providers, keeping pace with changing needs.
• Provides technical expertise and advise to stakeholders about upcoming events and AV projects.
• Responsible for software and hardware upgrades and repairs to ensure compliance and supportability.
• Coordinates with vendors on repairs and warranty items. Ensures external support agreements are in-effect and renewed on-time.
• Manages all resource planning and provisioning for inter-site conferencing and large-event setups per booking specifications and ensures support resources during all on-site events.
• Manage equipment inventory and tracking, provide reports when necessary.
• Ensures Knowledge Objects and Work Instructions are in place and current for use within Client Services and used by the External Call Center.
• Keeps metrics around problem resolution, usage statistics and equipment uptime. Provides regular reports to IOPS IT senior management.
• Alerts management to reoccurring problems and patterns of problems.

This role may be for you if:

• Strong working knowledge of Microsoft Teams and Cisco Telepresence.
• Working knowledge of H.320 and H.323 videoconferencing standards.
• Working experience with major videoconferencing equipment such as: codecs from Polycom and Cisco telepresence; control systems from Extron.
• Large-event planning and support experience.
• Highly dedicated and organized.
• Demonstrated analytical ability.
• High levels of professionalism and integrity.
• Demonstrated ability to work with peers in a collaborative environment.
• Exceptional customer service skills.
• Exceptional written, verbal and interpersonal skills.
• Excellent problem-solving skills.
• Comfort working with highest levels of senior management in often tense situations.

In order to be considered for this position, you must hold a BS/BA in Information Technology or related field along with

• Associate Manager: 6 years of progressively more responsible experience, including 4 + years of management experience and a minimum of 2 years’ experience in an FDA or similarly regulated environment or equivalent combination of education and experience.
• Manager: 7 years of progressively more responsible experience, including 5 + years of management experience and a minimum of 3 years’ experience in an FDA or similarly regulated environment or equivalent combination of education and experience.
• Senior Manager: 8 years of progressively more responsible experience, including 6 + years of management experience and a minimum of 4 years’ experience in an FDA or similarly regulated environment or equivalent combination of education and experience.
• Management and delivery experience required including management of a diverse technical team. Experiencing managing vendors and managed services.
• Experience in developing and deploying SLA's, Metrics and other best practices as well as having successfully implemented ITIL practices into an organization.
• Experience with Business Continuity and Disaster Recovery planning.
• Strong background in Microsoft OS in particular Server and GPO elements.
• Strong understanding of Data Integrity and associated tools.