Senior IT Operations Manager

Preferred Location: Redwood City

The Altos Scientific and Enterprise IT Team is seeking an experienced and people-focused IT Operations Manager to lead our IT operations and infrastructure initiatives. As the IT Operations Manager, you will lead a team of IT professionals responsible for overseeing and managing many aspects of the Altos enterprise and corporate IT team, with a specific focus on helpdesk and desk side support operations, enterprise and SaaS application management, audio/visual systems, and corporate networks. This is a leadership role that requires strong technical expertise, exceptional communication and organizational skills, and a proven track record in managing teams and driving operational excellence.

Responsibilities

You and your team will collaborate longitudinally across all Altos corporate and scientific functions to deliver services to the entire Altos organization, including:

• Helpdesk and Desk Side Support: Develop and implement best practices for helpdesk and desk side support, ensuring timely and effective resolution of technical issues for end-users. Coordinate with support staff to ensure SLAs are met and customer satisfaction is maintained through quantitative and qualitative approaches.
• Enterprise Application: Manage implementation, upgrades, and maintenance. Collaborate with business units to understand requirements, identify opportunities for improvement, and streamline application workflows.
• Audio/Visual Systems: Oversee the design, installation, configuration, and maintenance of audio/visual systems, including conference rooms, video conferencing equipment, and multimedia technology. Ensure optimal performance and user experience for meetings and presentations.
• Corporate Network: Manage and maintain the corporate network infrastructure, including LAN, WAN, routers, switches, firewalls, and wireless systems. Ensure network security, availability, and performance through effective monitoring and proactive maintenance.
• Vendor Management: Collaborate with external vendors, service providers, and contractors to ensure service levels are met and contracts are effectively managed. Evaluate vendor performance and negotiate contracts to ensure optimal value and cost-effectiveness.
• IT Policies and Procedures: Collaborate with IT governance and Legal teams to develop and enforce IT policies, standards, and procedures to ensure compliance with industry best practices, security protocols, and regulatory requirements. Regularly review and update policies to align with changing business needs.

Required Qualifications

• Bachelor's degree in computer science, information technology, or a related quantitative field or relevant experience. Experience in early stage companies or life sciences research environments is a strong plus.
• 10+ years experience in IT operations roles including 5+ years experience in leadership roles with hands-on experience in many functional aspects - Help Desk operations, enterprise and SaaS application management, audio/visual systems, and corporate network design and implementation.
• Demonstrated experience in team leadership and people management, with a track record of building and developing high-performing teams
• Strong project management skills with the ability to successfully execute and deliver IT projects on time and within budget
• Excellent problem-solving and business analysis skills and the ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization
• Knowledge of industry standards, best practices, and emerging technologies in IT operations and support

The salary ranges for this position are: Redwood City $252,450 to $341,450; San Diego $217,600 to $294,400 

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