Kansas Works Veterans Jobs

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13131936

Full job description

About the Role\ As the IT and Cybersecurity Operations Manager, you will oversee a comprehensive suite of technical and operational teams responsible for delivering exceptional IT services and cybersecurity solutions to our clients. This role requires strategic vision, hands-on leadership, and technical expertise to ensure efficiency, security, and satisfaction for our client base.

This role offers an exciting opportunity to lead and innovate within a dynamic organization committed to delivering cutting-edge IT solutions and cybersecurity services. If you possess a blend of technical expertise, leadership acumen, and a passion for excellence, we invite you to apply and join our team.

Responsibilities

Internal Helpdesk Management:

• Provide direct oversight of a Tier 1-3 outsourced helpdesk, Tier 4 internal helpdesk, in-house and outsourced project management teams, outsourced Network Operations Center (NOC), and outsourced Security Operations Center (SOC).
• Offer guidance, mentoring, and technical leadership to these teams, ensuring adherence to best practices, service-level agreements (SLAs), and a culture of continuous improvement.

Senior Technician:

• Collaborate with sales and account managers to design, build, and upgrade client networks, ensuring alignment with client requirements and industry standards.
• Participate in pre-sales activities by providing technical expertise and solution recommendations.

Cybersecurity Management:

• Oversee the outsourced SOC, ensuring proactive monitoring, threat detection, incident response, and compliance with cybersecurity policies and regulations.

Vendor Management:

• Manage vendor relationships, negotiate contracts, and evaluate vendor performance to ensure adherence to service level agreements and quality standards.
• Stay informed about industry trends and advancements to recommend and integrate new technologies and solutions.

Customer Service Management:

• Collaborate with marketing to design and conduct customer satisfaction surveys, leveraging feedback to drive service improvements and enhance client relationships.
• Communicate yearly and quarterly initiatives and changes in support strategies to clients, ensuring transparency and proactive engagement.

Process and IT Operations Management:

• Maintain and enhance operational processes, portals, and software tools used by technical and operational teams.
• Implement continuous improvement initiatives to streamline operations, optimize resource allocation, and enhance service delivery efficiency.

Qualifications

• Strong leadership skills with the ability to inspire and guide technical teams toward achieving strategic goals.
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, stakeholders, and cross-functional teams.
• Solid understanding of ITIL frameworks, cybersecurity best practices, and project management methodologies.
• Experience managing outsourced teams and vendors, including contract negotiation and performance management.
• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills such as telephony skills, communication skills, active listening, and customer care.
• Technical awareness, with the ability to match resources to technical issues appropriately.
• Proficiency in support tools and techniques, and an understanding of how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details. Self-motivated with the ability to thrive in a fast-moving environment.