IT Operations Manager

IT Infrastructure & Operations Manager (Bend, OR)

Full-Time

The reason the job exists

Pahlisch Homes, a family owned, regional production home builder headquartered in Central Oregon since 1983, exists to create community by building a team of people who are dedicated to embracing intentionality, an innovative spirit and a servant’s heart in all things.
The IT Infrastructure & Operations Manager plays a key role as a member of the Data & Information Systems team focusing on IT infrastructure – the hardware, software and system our end users rely for basic productivity. While the Business Systems team is dedicated to supporting enterprise applications, the IT Infrastructure & Operations team is focused on servers, hypervisors, end user hardware, Windows, Mac, iOS, Microsoft 365, Azure, backups, disaster recovery, help desk support, cyber security, networking and more.

With a background in system administration, network administration, security administration and more, this position will serve as support for tier three escalations for all IT Operations equipment and software used by 160+ staff members spread across multiple locations.

• Intentional
• Servant’s heart
• Driven to bring order to chaos and relentlessly maintain organization of teams and systems
• Loves technology and is excited about moving the organization toward digital transformation in the cloud.
• Takes responsibility for their work and that of the team
• Quick-witted problem solver who is excellent on their feet in front of others and is not easily flustered.
• Can do mindset - doesn’t easily utter the words, “I’ve never done that,” or “I can’t do that.”
• Enjoys learning their way through complex problems and systems, including those they have never handled before.
• Doesn’t give up until the job is done and isn’t afraid to admit when they need help from others, including the internet.
• Thinks in “we” instead of “I”

• Operate with a player/coach mentality serving alongside the IT Infrastructure & Operations team while also providing leadership, guidance, support, backup coverage, goal setting, one-on-one meetings and continued feedback on performance.
• Play the role of help desk manager, monitor ticketing system to ensure adherence to metrics, timely response, review tickets, comment as necessary to make sure end users are getting the best responses
• Assist IT Infrastructure & Operations team members with day-to-day role as needed
• Direct reports
  • Network & System Administrator
  • Desktop Support Administrator
• Analyze, evaluate, and propose new and emerging solutions and strategies for IT Infrastructure including hardware, software, networking, security, telecommunications, data storage, etc.
• Continuously analyze current IT Operations processes, technologies and vendors to identify needs, vulnerabilities, opportunities for improvement and upgrade paths

• Develop and maintain disaster recovery plan and implement it in the event of a disaster/breach.
• Develop, implement and manage enterprise security strategy and safeguards. This includes determining processes for data protection that reduce the risk of breaches and ensure that regulatory standards are met utilizing latest security technologies such as data loss prevention, cloud app security, conditional access, email security, etc.
• Maintain phishing training campaigns.
• Work with third-party cyber security firm to perform security audits

• Manage onboarding and offboarding of new users in coordination with the Desktop Support Technician
• Define and document internal IT Operations policies and procedures, including managing procedures for cross-functional such as onboarding and offboarding.
• Develop and implement appropriate IT Operations policies for employees and keep them light and wise in coordination with the Director of DIS. Don’t be a bottleneck; be a catalyst for throughput and velocity while keeping us protected from harm.
• Manage internal communication systems, including phone, email and messaging to ensure that we have everything we need to communicate better, faster, and more seamlessly across the organization.
• Track on opening of new…