The Operations and Technical Support Manager must plan, direct and coordinate the implementation, maintenance, support and procedural operations of all assigned computing platforms and systems to ensure the effective, reliable and secure operation of the organization’s IT assets.  This includes developing, installing, configuring, maintaining and monitoring all support and operational activities to optimize capabilities and capacity of all designated network and mid-range hardware, software and communication services.  This individual will also schedule, direct and monitor the activities of a team of operations and technical support specialists to ensure effective and efficient processing of required tasks, as well as the resolution of end-user hardware and software problems in a timely and accurate manner.  Work is performed under limited supervision.  

• Plan, acquire and coordinate installation/implementation and on-going support/operation of all assigned corporate and remote network/mid-range hardware, software and services throughout the organization’s IT environment.
• Design and implement short-term and long-term strategic plans to ensure computing capabilities and capacity meet existing and future requirements in an efficient, reliable, secure and cost-effective manner.
• Train, direct and monitor activities of all assigned operations and technical support staff.
• Manage and ensure effective operation of assigned servers and related hardware, as well as all associated operating system, program product, utility and application software.
• Develop, implement, maintain and enforce policies and procedures for system administration, operation and use.  Create, maintain and utilize detailed documentation for all daily and critical/key operational procedures and activities.
• Manage and ensure effectiveness of all system security solutions including intrusion detection devices/systems, authentication services and access control software.  Approve, administer and monitor all assigned platform security activities including those associated with user accounts, permissions and access rights.
• Ensure the accuracy, integrity, security and safekeeping of all entrusted assets including equipment and data.
• Assist in development and management of disaster recovery plans for all systems within area of responsibility.
• Develop and deploy methodologies to gather and report appropriate performance related metrics and statistics.
• Conduct research and make recommendations on computing products, services and standards in support of all infrastructure and development efforts.  Stay abreast of technology changes/advances across the IT spectrum.
• Negotiate with vendors, outsourcers and contractors to secure all required products and services.
• Assess, approve, and administer all IT-related equipment, hardware, software and service upgrades/fixes.
• Establish, implement, manage and document best practices and policies for installation, configuration, maintenance, operation, troubleshooting and support of assigned computer hardware, software and peripheral devices.
• Establish and maintain regular written and in-person communications with the organization’s upper level-management, end users and the IT team in support of system activities/initiatives.
• Provide after-hours support as necessary, including 24x7 on-call availability.
• Perform all other tasks and duties as assigned.