IT Operations Manager

CPI Security, headquartered in Charlotte, North Carolina is seeking a highly technical and proactive IT Operations Manager with a strong background in cybersecurity to lead and actively contribute to the management of our Systems, Network, Application Support, and Helpdesk teams. This role is not just about overseeing the teams but also about rolling up your sleeves and directly engaging in day-to-day operations to ensure the seamless functioning of our IT environment.

The ideal candidate will have a blend of leadership and hands-on technical expertise, thriving in a fast-paced environment where they can directly solve problems, implement solutions, and drive strategic initiatives to align IT operations with business needs.

What You'll Do:

Leadership & Hands-On Team Management

• Lead, mentor, and manage teams of Systems Engineers, Network Engineers, Application Support Engineers, and Helpdesk personnel.
• Actively participate in troubleshooting and resolution of complex technical issues, working alongside your team when needed.
• Provide technical guidance and direction to team members to foster growth and ensure high-quality deliverables.
• Establish team goals, track performance metrics, and ensure alignment with organizational objectives.
• Is dedicated to meeting the needs of internal and external customers. Gets first-hand internal customer information and uses it to improve processes and deliverables.

Infrastructure Design & Management

• Actively design, deploy, and maintain IT infrastructure, including servers, networks, storage, and cloud environments.
• Serve as the escalation point for complex infrastructure-related issues, taking ownership of critical problems and driving resolutions.
• Monitor infrastructure performance, conduct root cause analysis for incidents, and implement preventive measures.
• Implement and maintain disaster recovery and high-availability solutions, ensuring business continuity.

Cybersecurity

• Assist in cybersecurity initiatives, implementing and managing tools, policies, and processes to safeguard the organization.
• Strong patch management background, and disaster recovery and incident response activities.
• Stay current with evolving threats and proactively mitigate risks through robust solutions and best practices.

Operational Support

• Provide hands-on support for the Helpdesk team when necessary, ensuring prompt resolution of IT tickets and user issues.
• Develop and execute incident response plans and participate in 24/7 on-call support rotation as needed.
• Manage IT asset inventory, ensuring systems and equipment are maintained and upgraded as required.

Strategic Contributions

• Collaborate with senior leadership to align IT infrastructure and operations with business goals.
• Evaluate and implement emerging technologies that improve efficiency, scalability, and security.
• Develop IT budgets and manage resources to optimize performance and cost-effectiveness.

What We Are Looking For:

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• 10+ years of experience in IT infrastructure and operations, with at least 3 years in a leadership role.
• Proven track record of both managing teams and being hands-on in day-to-day IT operations.

Technical Expertise

• Extensive experience with enterprise IT systems, networking, virtualization (e.g., VMware, Hyper-V), and cloud platforms (e.g., AWS, Azure).
• Proficiency in managing cybersecurity tools and frameworks, including firewalls, SIEM, IDS/IPS, and endpoint protection solutions.
• Hands-on expertise in troubleshooting network, server, and application performance issues.
• Strong understanding of ITIL practices, disaster recovery planning, and business continuity.
• Telecom background including but not limited to Avaya, Genesys Cloud(preferred).

Certifications (Preferred)

• ITIL Foundation or Practitioner.
• Vendor certifications in technologies such as Cisco, Microsoft, AWS, or VMware.

Soft Skills

• Exceptional analytical, problem-solving, and decision-making skills.
• Strong communication and interpersonal abilities to engage with technical and non-technical stakeholders.
• Ability to prioritize and manage multiple projects while staying detail-oriented.
• Strong strategic analytical skills with the ability to develop creative approaches to communications and problem solving, anticipating future impact and issues.
• Translate complex data analysis into actionable, comprehensible material for diverse audiences in all formats, including formal presentations to large and/or senior teams, as well as informal one-on-one updates.

What We Offer:

• Aggressive pay and the opportunity to work for an iconic brand
• Great medical, dental, vision, short- & long-term disability and life insurance options  
• Company paid holidays, floating holiday, and paid time off (PTO)  
• 401(k) plan with competitive company match  
• Eligible for free monitored security system after 90 days
• Education assistance – we encourage and support our employees who want to improve their skills and further their education  
• Engaging and fun company culture that’s made up of a diverse group of people  
• Volunteer and community engagement opportunities. CPI partners with organizations that share our mission to save and improve lives, particularly focusing on underserved communities.  
• An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness staff
• Birthday and Work Anniversary Rewards