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Primary Responsibilities:

Managing workload of 3rd party support team (onsite and remote support) to provide excellent user experience for employees with varied tech skills Act as link between end users and higher level support (remote 3rd party support team) Liaise with 3rd Party Cybersecurity Team to oversee and report on implementation of policies Program Development and Management: review and update annually (WISP, Incident Response Plan, Business Continuity Plan, SEC Readiness Report) Risk Assessment Exercises, including Cyber Risk Assessment, Annual Pen Test, Annual Vendor Risk Assessment/Vendor Due Diligence User Awareness and Training (Quarterly Phishing Exam, Annual Cybersecurity Training) Annual Pen Test

IT Operations Manager responsibilities include:

Overseeing network infrastructure and systems functionality Act as link between end users and higher level support Resolve issues escalated by 3rd party technicians and engineers Maintain and optimize local company networks and servers in corporate office and satellite locations Oversee data backup and system security operations (e.g. user authorization, firewalls) Manage installations, upgrades and configurations of hardware and software Assess system performance and recommend improvements Ensure data is handled, transferred or processed according to legal and company guidelines Be responsible for device and password management Control costs and budgets regarding IT systems, making recommendations for managing longevity Manage contracts with vendors (e.g. development platforms, telecommunication companies, password managers) and software licenses Develop and keep IT policies and practices, including WISP and other documents Collaborate with other Regent team members to maintain standards and functionality Collaborate across departments for onboarding/offboarding of new properties Research and make recommendations on new software, hardware as needed Make recommendation on file storage and best practices for data retention Insure proper installation and configuration of software and hardware (printers, network cards etc.)

Requirements and skills:

Proven experience as IT Operations Manager or similar role Solid knowledge of IT systems and applications Experience with system installation, configuration and analysis Experience in network management and help desk support is appreciated Understanding of TCP/IP protocols and LAN/WAN configuration Thorough knowledge of networks and cloud computing Knowledge of data protection operations and legislation (e.g. GDPR) Excellent organizational and coordination abilities Strong communication and interpersonal skills Ability to manage multiple projects Problem-solving aptitude Ability to troubleshoot and repair issues in fast paced environment Great attention to detail BSc/BA in information technology or computer science is preferred