Duties and Responsibilities of the IT Operations Manager

An IT operations manager oversees and directs the day-to-day operations of an organization's Information Technology (IT) department, ensuring that systems, services and infrastructure operate reliably and securely. IT operations managers lead teams that develop and deploy networks and servers, respond to help desk user requests, and monitor system stability and performance.

The IT operations manager provides guidance and leadership to the IT department and its technicians, but also directly supports end users by managing escalations, solving user problems, and monitoring the performance of business-critical systems to avoid delays and outages and resolve quickly ongoing problems.

Duties and Responsibilities of the IT Operations Manager

According to the publications we reviewed, IT operations managers tend to have several key roles in industries and organizations:

Monitor servers and IT systems

One of the primary responsibilities of the IT operations manager is to monitor an organization's servers, networks, and computer systems for irregularities and performance issues. The IT operations manager evaluates system data and error logs, along with user reports, to determine areas for improvement or repair. In this aspect of the role, an IT operations manager can also determine when systems or servers need to be upgraded.

Direct IT technicians

Another important task of the IT operations manager is directing the activities of IT technicians, both to directly support end users and to help with IT department updates and directives. An IT operations manager evaluates the department's current needs and help desk requests and assigns staff to resolve each issue. In organizations requiring round-the-clock IT support, the operations manager can also develop and implement engineer schedules.

Develop departmental policies

Many IT operations managers develop IT policies and procedures to ensure that the department operates efficiently and reliably. In some IT departments, this process may include developing service agreements (SLAs) for the help desk. An IT operations manager can also develop technical and user guides such as FAQs or employee manuals for IT personnel.

Resolve help desk escalations

IT operations managers can provide direct support to users by managing help desk or service desk escalation. If IT technicians are unable to successfully resolve a user's problem, the IT operations manager will assess the situation and identify a solution to the problem, which could include replacing or repairing equipment if the problem is related or related. . to hardware. end-user software.

Negotiate contracts with suppliers

Many IT operations managers also play a direct role in negotiating contracts with IT service providers. In this aspect of the role, the IT operations manager evaluates the departmental and business needs for equipment and services and presents them to suppliers. The IT operations manager compares vendor prices and offers to their department's budget, determines which vendors offer the best deal, and negotiates rates with those vendors.

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