Manager, Information Technology (IT) Operations

POSITION SUMMARY

Oversee daily technology operations, production environments, and service delivery frameworks. Responsible for the maintenance, optimization, and security operations of HDS's IT infrastructure and systems. Lead a team of system administrators, support specialists, and matrixed resources to ensure the reliability, availability, stability, performance, security, and maintenance of all internal systems, networks, and software applications.

Work with other ITSD teams to support:

• System Administration - Manage technical and operational aspects of maintaining HDS infrastructure and systems, databases, applications, and integrations which support HDS's business.
• Security Operations - Work with ITS cybersecurity Analyst to implement and manage cybersecurity operations.
• Change Management - Manage changes to production with ITSD and vendors. Work with IS Department to promote applications to the production environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Management and Supervision - Manages, plans, organizes, trains, motivates and evaluates staff; including making hiring and termination decisions, assigning work, developing growth opportunities, conducting performance evaluations and taking corrective action. Communicates and assures that employees have a clear understanding of performance expectations and responsibilities.

• Network Operations Analysts and Security Operations Analyst.

• Departmental Goals - Effectively communicates to staff and monitors the stretch goals/performance measures and standards for the department in alignment with company-wide objectives/goals.

• Policies / Procedures Manual - Assists with the development and maintenance of departmental procedural manuals.

• Effectiveness / Efficiencies- Ensures effective work processes and systems maximize operating efficiencies and increase the value of services provided in alignment with company goals and objectives.

• Infrastructure & System Administration

• System Availability: Ensure 24/7 availability, performance, and security of core technology infrastructure, including servers, networks, cloud environments, and communications systems.

• Proactive Monitoring: Establish, improve, and oversee system monitoring and alerting frameworks to detect and resolve anomalies before they impact business operations. Monitor security alerts and escalation to cybersecurity teams.

• Maintenance & Lifecycle: Oversee the deployment, configuration, and maintenance of all hardware, software, and network infrastructure (on-premises and cloud-based). Plan and execute routine hardware and software upgrades, patch management, and equipment lifecycle replacements with minimal disruption to business operations.

• Service Delivery

• Help Desk Oversight: Establish and maintain ITSD service desk workflows, ensuring user requests and technical incidents are resolved efficiently within defined Service Level Agreements (SLAs). Act as major incident manager during critical outages, coordinating swift resolutions and conducting post incident root-cause analyses (RCAs).

• Change & Service Management: Oversee IT change and service management processes (incident, problem, change, and configuration management) for HDS's environments to ensure high availability and minimal downtime. Lead Change Advisory Board (CAB) and govern change management lifecycle to minimize risk and disruption to production environments.

• Disaster Recovery: Participate in development, maintenance, and testing of Business Continuity (BC) and Disaster Recovery (DR) plans to minimize downtime during unexpected disruptions.

• Operations Policies: Review, develop, implement, and enforce IT operations policies, standards, and procedures. Establish, monitor, and report on key performance indicators (KPIs) and SLAs for internal IT support.

• Documentation: Create and maintain comprehensive documentation for network configurations, systems architecture, hardware and software BOMs, standard operating procedures (SOPs), and user training guides.

• Vendor Management: Evaluate, coordinate, and manage third-party IT vendors, cloud service providers, and contractors to ensure optimal service delivery and cost efficiency.

• Internal Controls / Compliance- Ensures controls satisfy operational/compliance risk requirements and data integrity.

• Participate in the evaluation and implementation of operational and security frameworks for adoption by HDS.

• Manage operations-related security controls, including firewalls, intrusion detection systems, user access controls, and encryption technologies.

• Participate in regular security audits, vulnerability assessments, and penetration testing to identify and address security vulnerabilities.

• Customer Service (Internal / External) - Monitors productivity and performance while ensuring professionalism, quality, timeliness and accuracy in accordance with overall company-wide objectives to ensure positive working relationships with internal and external customers.

• Communicate to business units and other stakeholders on status of events that have moderate to high impact on the organization. This can include projects, system updates, and technical issues.

• Collaborate with cross-functional teams, including IT, legal, compliance, and senior management, to ensure alignment of IT security and business continuity objectives with organizational goals.

• Other Duties and Responsibilities - Other miscellaneous duties and responsibilities as assigned.

MINIMUM QUALIFICATIONS AND EXPERIENCE

Education

Bachelor's degree in Information Systems, Computer Science, or a related field preferred (or equivalent combination of education, training or working experience).

Experience

• Five (5) years in IT infrastructure/operations, systems administration, or similar technical role, with at least 2+ years in a supervisory or team leadership role.
• Experience using IT industry tools to track IT tickets, system and network monitoring, performance, and security operations.
• Experience with enterprise OS management (Windows Server, Linux), virtualization (VMware), networking, on-premise and cloud architectures (AWS, Azure, M365), and enterprise applications.
• Familiarity with IT security principles, frameworks, and best practices, including network security, access controls, identity and access management, and security incident response.

License/Certifications

• ITIL v4 Foundation or Managing Professional, preferred, but not required.
• CompTIA Security+, Network+, preferred, but not required.
• Cloud vendor certifications, preferred, but not required.
• Networking and infrastructure vendor certifications, preferred, but not required.

Skills and Knowledge

• Ability to organize, analyze and solve complex problems with attention to detail and accuracy.
• Ability to handle multiple tasks and prioritize with some distractions.
• Ability to handle information in a confidential manner and maintain compliance with HDS policies and federal/state laws.
• Ability to communicate both orally and in writing with all levels of staff, customers, and vendors on sensitive matters.

Note: The above information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications of employees assigned to this job. Hawaii Dental Service has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.