Chicago- IT Network Operations Manager

The I.T. Network Operations Manager is a key "hands-on" leadership role which oversees and directs the day-to-day activities of our operations team ensuring that our systems, services, and infrastructure is monitored and maintained 24x7x365. This role leads a team of firmwide engineers in handling system administration, automation, network monitoring, security operations, network patching, and daily IT operational troubleshooting activities. Success in this role is highly reliant on the ability to effectively prioritize and manage multiple tasks, develop the team, and collaborate effectively across the department.

DUTIES AND RESPONSIBILITIES

• Oversee the day-to-day operational activities and project work of the network operations engineers.Monitor ticket queue and ensure priority troubleshooting of reoccurring or customer impacting related reports.
• Ability to drive operational efficiencies through data driven decision making, automation, and standardization.
• Direct responsibility for escalation of Tier III incidents. Work in conjunction with our Infrastructure team to respond to customer impacting issues and outages.
• Monitor network systems to ensure high availability and prevent any major disruptions in the firm's IS systems and services.
• Ensure timely patching of network infrastructure to ensure compliance with security requirements.
• Responsible for development and maintenance of the firm's network monitoring tools, dashboards, and system alerts to ensure high availability of all systems and services.
• Responsible for maintaining and administration of Active Directory. Continue to work to identify ways to automate processes to ensure efficiencies in handling all firm system administration including new hire and termination processes. Some of these duties are automated using PowerShell, Dell ARS, and Okta Identity.
• Responsible for creating and maintaining all network administration documentation and formal standard operation procedures.
• Responsible for coordinating and delivering root cause analysis presentations to senior leadership after all system outages.
• Responsible for Microsoft 365 and Microsoft Exchange administration.
• Work with firm's security and risk management team to monitor systems for viruses and apply system security measures. Work closely with security operations engineer to troubleshoot customer issues related to multi-factor authentication, website filtering and prioritize projects to meet and maintain our security requirements.
• Maintain relationships with vendors to ensure the latest and most efficient tools and technologies are being applied and implemented.

BASIC QUALIFICATIONS

• Bachelor's degree required; Information Technology Certifications preferred.
• Minimum of 5 + years of 'hands on' Information Technology Operations experience required.
• Previous management or supervisory experience required.
• Must reside within a commutable distance to the applicable local office.

• Ability to manage competing priorities through effective organization and communication. Exceptional oral and written communication skills necessary to communicate technical information to the business.
• Ability to solve problems by gathering facts and applying general standard operating procedures. Ability to identify reoccurring issues, and work with the network engineering team to identify resolutions.
• Experience leading or participating in process improvement programs, such as DevOps, Lean, Agile, and/or ITIL.
• Proficiency in using ITSM tools like ServiceNow or Freshservice to create reports, streamline processes, and manage asset lifecycles.
• Prior experience and working knowledge of Microsoft Active Directory and Entra ID.
• Extensive software application knowledge including Windows 10 and Microsoft desktop applications (Outlook, Word, Excel, PowerPoint).
• Knowledge of Microsoft 365 administration, strong understanding of Cisco networking technologies, LAN/SD-WAN/Video/VOIP protocols, VMWare virtualization, and Dell/EMC storage.
• Working knowledge of Azure IaaS, Azure Monitor, Active Directory, and Microsoft desktop tools including PowerShell. Knowledge of network monitoring tools (SolarWinds), mobile device management systems (Intune), and two factor security systems.
• Experience working in cloud environments and monitoring IaaS and PaaS solutions with native tools.
• Strong interpersonal skills to interact with all levels of customers.
• Ability to maintain a flexible work schedule and be available after hours as required.
• Ability to work independently and collaboratively.
• General knowledge of all aspects of an Information Technology environment and resources.
• Understanding of network and hardware concepts and components.
• Exceptional leadership experience required.