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Role Description

The Network Operations Manager/Director leads a team to maintain a company's IT network infrastructure, ensuring it is reliable, secure, and performs efficiently by overseeing network hardware and software, monitoring performance, troubleshooting issues, and implementing upgrades and changes. This role involves technical oversight of network components like routers and firewalls, strategic planning for network health, managing staff, and coordinating with vendors and other teams to achieve optimal network performance and security.

• Managing network performance and availability.
• Leading and mentoring the IT support team.
• Overseeing and supporting project deployments, rollouts, and implementations.
• Assisting in the development and enforcement of network policies and procedures.
• Maintain SOPs, incident response protocols, and change management procedures.
• Track key performance indicators (KPIs) and prepare reports for leadership.
• Coordinate with vendors, ISPs, and MSPs to resolve issues and enforce SLAs.
• Conduct root cause analysis and lead continuous improvement efforts for the enterprise infrastructure.
• Ensure uptime, performance, and availability of the enterprise network, SharePoint, and SAAS applications.

This position has a degree of autonomy; however, all changes and new projects must be approved by the business leaders & CIO, carried out within the ISG change management and compliance systems, and not deviate from the corporate standard.

• IT System Uptime (Network Infrastructure & SharePoint), (Traverse & HubSpot Monitoring)
• IT Expense Control (Network/End-user hardware and software)
• Business Support Projects On-Time and On-Budget
• License Utilization
• IT Ticket Resolution Time and Customer Satisfaction (Network Operations and General)
• Cybersecurity Missed Attacks

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• Minimum of 6 years of progressive IT leadership experience, with at least 3 years in a management-level role.
• Proven success in supporting enterprise-level technology strategies and operations.
• Demonstrated expertise in IT infrastructure and cybersecurity.
• Demonstrated expertise in Azure cloud, hybrid environments, and migrations.
• Effective communicator with the ability to translate technical information into business impact.
• Experience in managing vendors and driving service excellence.
• Ability to operate with a strategic mindset while maintaining attention to day-to-day execution.

Requirements

• Time management skills, problem-solving and analytical skills, and organizational skills are necessary for success in this position.
• Demonstrated ability to manage one's own workload and work independently.
• Ability to manage, plan, and complete tasks within set timeframes.
• Demonstrated problem-solving and critical thinking skills.
• Excellent negotiation and communication skills, with the ability to communicate effectively with users at all levels in the organization, both verbally and in writing.
• Ability to identify and respond to the needs of customers/clients by providing a high-quality, customer-focused service.
• Ability to understand and support a wide variety of business processes.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the accountabilities of the job. While performing the duties of this position, the employee is required to sit for extended periods of time, climb stairs, and occasionally work under pressure.

Work Environment

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. While performing the duties of this position, the employee will, for the majority of the time, be remote.

Travel Requirements

A minimum of 15% travel is required for business brands.