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Sr. Manager, IT Operations

El Segundo, California
Job Type
15 Oct 2020
Join the hundreds of talented and innovative team members who are making an impact every day at one of the most iconic media brands in the nation. Whether you love to tell compelling stories or want to drive our award-winning powerhouse in new directions, the Los Angeles Timesteam is the place to be.Job Description SummaryEnsure that end user support services, telecommunications, computing and mobile devices, communications technologies, and all related processes meet business expectations. Works closely with on- and off-shore support organizations and business departments to identify, implement, and support cost-effective technology solutions for all aspects of the organization.Provide technology leadership and day-to-day management in the design, implementation, and operations of Cal Times information technology systems. Collaborates with peers to ensure alignment with project and enterprise architecture goals. Possess an intrinsic understanding of technology platforms that support the media and publishing products and operations.Job DescriptionResponsibilities:Provide excellent internal customer service to company users and oversees IT-Service Desk.Interface with key customers regarding specific customer operational needs.Contribute to the strategy and enterprise roadmap for end user services, deskside support, end user computing devices.Develop and manage unified communications with focus on service management and end user satisfaction.Manage a high-performance team of employees and 3rd party service providers to deliver a quality set of integrated services with adherence to standard processes, tools, and service levels.Hands-on leadership of the IT Operations team in the day-to-day assessment, installation, monitoring and maintenance of end-user computing hardware and software, and mobile infrastructure to provide required uptime.Ensure end user incidents are resolved in a timely and cost-effective manner.Manage escalations to the highest levels of satisfaction.Manage, maintain, and track CSLAs, KPIs, and SLAs with IT Operations vendors and partners.Maintain a strong working relationship of trust with IT Operations vendors and partners.Negotiate pricing and maintain vendor relationship with IT Operations vendors and partners.Track, code, and approve IT Operation invoices for payment in a timely manner to comply with the terms and conditions of the MSA, SoW, and/or PO.Monitor, oversee, and track IT assets purchased. Keep asset inventory up-to date, tack lifecycle of all assets.Validate all IT Operation invoice are budgeted and work with the vendor(s) for those that are unplanned.Draft, update, and maintain IT Operation SOP, usage policies, and procedures.Seek out opportunities for system and process automation to eliminate human error where applicable and to reduce support cost.Effectively manage knowledge transfer from existing part-time, contingent workers, and 3rd party IT support vendors to ensure a smooth transition.Facilitates clear and concise communication between peers, staff, vendors, and other technology resources.Manage all projects related to selection, acquisition, development and installation of major information systems and maintenance of information systems, ensuring appropriate investment in strategic and operational systems.Maintain contact with IT suppliers and maintain knowledge of current technology, equipment, prices and terms of agreements to minimize the investment required to meet established service levels. Evaluates alternatives, performs appropriate cost benefit analysis, and recommend solutions that maximize effectiveness and minimize costs commensurate with acceptable risks. Develop, when possible, master purchase or lease.Review all hardware and software acquisition, service, and maintenance contracts, soliciting involvement and participation of other management team members as appropriate.Develop and maintain corporate policies and standards aimed at maximizing effectiveness and minimizing costs related to the acquisition, implementation, security, and operation of IT systems.Ensure that all information systems and networks operate according to internal standards, regulatory entities and legal requirements, including Card Payment Industry Data Security Standards (PCI-DSS).Coordinate and manage reporting needs and data analysis for business units. Ensures that the gathering, processing, distribution and use of pertinent information required by management to make decisions occur in a timely, accurate and cost-effective manner.Develop and maintains a system recovery plan in the event of power failure, damage to system, etc.Oversee the development, maintenance, and communication of systems and user documentation, policies, and procedures, including training, as applicable.Demonstrates exceptional professionalism in communication, demeanor, and teamwork with customers, peers and management.Delivers high quality work, attention to detail, superior work ethic, and strategic solution-oriented thinking.Working on RFPs to choose right partner to replace/add/enhance any EUC tools, telecom vendors, managed services partner, etc.Create budget for ITOperations(EUC, desktop/Mac support, IVR, Telecom, etc.).Some travel may be required.Ability to be flexible and willing to work extended hours when necessary.Performs other functions as assigned.Provides coaching and direction to staff, as well as ability to develop and empower direct reports.Ensures workflow and processes are to maximum efficiencies for business necessity.Qualifications:5 years' experience as an IT Operations Manager overseeing a team of 3-5 employees minimum.Operational knowledge of release management, change control, helpdesk, CMDB, call management systems, operating systems (Windows and Macs), patch and update management and deployment tools.Technical understanding of current desktops, laptops, tablets, smartphones, TVs, VoIP telephony, IVR, multifunction printers, networking, servers, and office automation devicesExperience in implementing and managing new ITSM solutions to meet business and technology needs.Experience supporting/managing ~2,000 user-sized company.Ability to support/supervise/manage geographically dispersed work teams (on- and off-shore), users and vendors.Strong written and verbal communication skills, including presentation skills.Strong persuasion and negotiation skills, including conflict resolution skills.Excellent planning and organizational skills.Manage and provide direction for the application team in support of business operations.Experience estimating project costs.Identify problematic areas and implement strategic solutions in time.Strong sense of urgency.Able to exercise independent judgement and take action on it.Excellent analytical, mathematical, and creative problem-solving skills.Excellent listening, interpersonal, written, and oral communication skills.Logical and efficient, with keen attention to detail.Highly self-motivated and directed.Ability to effectively prioritize and execute tasks while under pressure.Strong customer service orientation.Experience working in a team-oriented, collaborative environment.Solid business acumenEducation/Certification:B.S. or B.A. degree in Business Administration, Management, Project Management, Computer Science, Engineering, MIS or a related f
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  • Job Reference: 182885933-2
  • Date Posted: 15 October 2020
  • Recruiter: Los Angeles Times Communications LLC
  • Location: El Segundo, California
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent