ForTec is seeking a IT Operations Manager to work out of our Home Office in Hudson, Ohio, two to three times per week and additionally as needed.The IT Operations Manager is responsible for operationalizing the organization’s technology infrastructure, user support functions, and vendor-managed services.  This position oversees the internal helpdesk team, including a Helpdesk Supervisor and technicians, and the IT Systems Administrator.  In addition, the IT Operations Manager will serve as the primary liaison with our Managed Services Provider (MSP) and Managed Security Services Provider (MSSP), ensuring that service level agreements (SLAs) are met, system performance is optimized, and the organization’s IT environment is stable, secure, and aligned with business objectives.Identify opportunities for process optimization, automation, and technology upgrades that enhance efficiency, security, and user experience.Participate in IT strategy discussions, aligning operational plans with the organization’s short-term and long-term business objectives.Identify, track and report key performance indicators (KPIs), developing action plans to address gaps and improve service quality.Work closely with MSP and Systems Administrator to maintain and enhance server infrastructure, storage solutions, network configurations, and related systems.Collaborate with the MSSP to ensure adherence to security best practices, regulatory compliance, and timely incident response and remediation.Coordinate with vendors to plan and implement service improvements, upgrades, and solutions that align with business needs.Implement and maintain backup, recovery, and disaster recovery plans.Lead, mentor, and develop the Helpdesk Supervisor, Helpdesk Technicians, and Systems Administrator, setting clear performance objectives and career development plans.Ensure the helpdesk provides timely and effective support to end-users, maintaining high levels of customer satisfaction.Foster a collaborative team environment focused on continuous improvement, exceptional customer service, and technical excellence.
