The IT Operations manager is an onsite position based in Highland Park, MI.

This role will manage the day-to-day activities of end users primarily focusing on client campaigns. This position performs analytical, technical, and administrative work in the planning, design, maintenance, and the installation of new and existing computer systems. Performs triage and prioritizes team’s work. Works on complex end user needs. Confers with end users to determine types of hardware and software requirements. Maintains an adequate spare parts inventory of systems, subsystems, and component parts used in end user computing needs. Provide cost conscience solution recommendations based on best practices.  Provides IT project management and oversight of IT Desktop projects. Installs new hardware and maintains existing hardware and inventory. Trains team members in use of equipment and software.

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

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• Directs, administers, and controls the day-to-day IT operations and activities of facilities related to growth in Highland Park
• Manage Operations IT requirements and coordinate with multiple teams to ensure program success.
• Assists with hiring and training personnel.
• Analyzing existing computer systems and applications making recommendations/implementation for upgrades and improvements.
• Developing user manuals, as well as policies, and procedures
• Collaborating with other departments and professionals in the development of IT systems.
• Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
• Agility to change direction quickly as the business or IT needs change
• Manages Incidents and Service Requests to ensure all tickets are resolved in the timely manner.
• Provides leadership, support, and guidance to IT staff.
• Act in an IT Project Management role when needed.
• Delegates work and assignments to team members as needed.
• Partners with business operational teams to ensure business needs are being met in a timely and cost-effective manner.
• Works closely with other IT teams to assist with projects and change coordination with Operations.
• Ensures compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care.
• Participates in the implementation and support of IT company initiatives and strategies.
• Practices cost containment strategies, maintaining profitability and growth of area.
• Provides informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process to identify and develop talent.
• Manages staffing in collaboration with the Sr. Manager of IT Operations
• Ensures all employees receive the appropriate training/education including ongoing compliance training.
• Define clearly stated expectations and objectives with the team members.
• Stays current on current technology and carries out research to identify new trends that can be used to achieve maximum results.
• Meets regularly with staff to discuss opportunities for improvement and review challenges.
• Position required to be on-site in Highland Park 5 days per week. This is not a position that will be able to work from home.

• Minimum 5-years’ experience as a site Technical Lead, Supervisor, or Manager
• Ability to work a flexible schedule when needed to include early mornings, late evenings, and weekends.
• Proficient in MS Word, Excel, OneDrive, and Teams
• In depth hands-on knowledge of Citrix, SRW, and Active Directory   
• Proven experience installing and maintaining systems.
• Ability to manage/mitigate conflicts among team members.
• In depth knowledge of Microsoft Windows operating systems, personal computer-based application software, printers, and general networking and telecommunications
• Proficient with remote support tools and supporting large numbers of remote users.
• In depth knowledge of personal computer hardware and peripherals
• Proven ability to resolve personal computer hardware issues including but not limited to component level diagnostics, troubleshooting, repair, and replacements.
• Excellent verbal and written communication skills
• Able to represent IT to end users as well as Senior Leadership, being professional/personable and understanding of customer needs.
• Employee must occasionally be able to lift equipment more than 25 lbs.
• While performing the duties of this job, the employee is frequently required to sit, talk, and listen.
• The employee is required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus.
• Occasional travel up to 15%