Head of Operations – IT Infrastructure & Helpdesk

Overview:

We are seeking an experienced and strategic Head of Operations to lead our IT infrastructure and helpdesk functions.

Key Responsibilities:

Strategic Leadership:

• Lead the IT operations strategy, ensuring alignment with long-term organizational objectives and federal compliance standards.
• Develop and implement governance frameworks for key IT projects, including cloud migrations, data center upgrades, and network expansions.
• Provide strategic oversight for hybrid cloud integration, ensuring seamless interoperability between on-premises systems and cloud environments.
• Oversee day-to-day operations of infrastructure and helpdesk teams to ensure service excellence and efficiency.
• Develop long-term strategies for scaling infrastructure and optimizing support services to meet evolving business demands.

Team Leadership & Management:

• Lead, mentor, and manage the infrastructure and helpdesk teams, setting performance benchmarks and fostering professional growth.
• Partner with HR in recruiting, onboarding, and conducting performance evaluations.
• Implement efficient workflows and policies to enhance collaboration between teams and accelerate issue resolution.

Infrastructure Management:

• Oversee capacity management of IT systems, including server load balancing, bandwidth optimization, and storage utilization.
• Manage the design, deployment, and maintenance of IT infrastructure, including networks, servers, and storage systems.
• Ensure high availability, reliability, and scalability of infrastructure to support business needs.
• Lead disaster recovery and business continuity planning to minimize downtime and ensure rapid recovery from critical events.

Helpdesk Operations:

• Ensure the helpdesk delivers timely, high-quality support, meeting SLAs and exceeding customer service expectations.
• Analyze support trends to identify opportunities for improvement and implement automation/self-service solutions to streamline processes.
• Drive continuous improvement in helpdesk performance, focusing on speed and quality of issue resolution.

Security & Compliance:

• Ensure strict adherence to IT security policies and implement necessary safeguards to protect organizational data.
• Stay up-to-date with compliance requirements (e.g., GDPR, HIPAA) and ensure IT operations align with regulatory standards.

Experience:

• Minimum of 12 years of IT operations experience, with a proven track record in leadership roles managing infrastructure and helpdesk functions.
• Extensive experience managing large-scale IT infrastructures, including networks, servers, and cloud solutions.
• Expertise in IT service management and process improvement methodologies (e.g., ITIL, Six Sigma).

Technical Proficiency:

• Deep knowledge of network architecture, data centers, cloud computing, cybersecurity, and server management.
• Proficiency in IT management tools such as ServiceNow, Zendesk, VMware, Azure, and AWS.
• Hands-on experience with system monitoring tools (e.g., Nagios, SolarWinds) to ensure uptime and reliability.
• Proven success in leading cloud integration projects and large-scale IT transformations.

Project Management:

• Strong experience in project management, leading significant infrastructure upgrades or support system transformations.
• Ability to manage multiple complex projects with competing deadlines.

Certifications:

Infrastructure Certifications:

• Cisco Certified Network Professional (CCNP), Cisco Certified Internetwork Expert (CCIE), or Fortinet NSE4 (or higher).
• F5 Certified Big-IP Administrator, Palo Alto PCNSA, or TOGAF certification.
• Microsoft Certified: Azure Solutions Architect Expert or AWS Certified Solutions Architect.
• VMware Certified Professional (VCP) for virtualized environments.

Helpdesk Certifications:

• ITIL Foundation Certification (Information Technology Infrastructure Library).
• CompTIA A+ or Network+.
• Certified Help Desk Manager (CHDM) for leadership in helpdesk operations.

Cybersecurity Certifications:

• Certified Information Systems Security Professional (CISSP) or Certified Information Security Manager (CISM) for securing infrastructure and helpdesk operations.

Project Management Certifications (optional but valuable):

• Project Management Professional (PMP) or PRINCE2 certification.
• Certified ScrumMaster (CSM) for agile project management.