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Manager, IT Infrastructure Operations in Southfield, MI at AF Group

Date Posted: 3/9/2018

Job Snapshot

Job Description

The IT Operations Manager coordinates all activities of personnel engaged in and responsible for the implementation and maintenance of all IT service desk and infrastructure operations including end user computing, server, data storage, networking, telephony, and IaaS/PaaS services and support.


  • Trains and develops employees; plans, assigns, and directs work; appraises performance; rewards and disciplines employees; addresses complaints and resolves problems.
  • Conducts reviews of information technology status and proactively recommends plans and changes to IT and Business Unit Leadership.
  • Develops and maintains an effective working relationship with vendor partners.
  • Responsible for vendor performance standards, service level criteria, and overall performance of IT managed services providers (MSPs).
  • Advises and participates in the preparation of proposed computer systems and applications.
  • Reviews IT plans based on project plans, estimated staff requirements and cost, evaluation of benefits, and schedule of progress.
  • Takes the initiative in developing strategies, programs, and plans of a corporate nature, cutting across divisional lines.
  • Supports company-wide standards/policies for methods, programs, hardware, software, and security to ensure the required level of compatibility.
  • Prepares and communicates IT Operations Plans to ensure adherence to corporate objectives.
  • Ensures IT investments maintain their alignment to business vision and goals.
  • Monitors and reports delivery metrics and controls.
  • Plans, directs, and coordinates the efforts of the IT Operations team to manage and maintain services.
  • Provides input into how the quality of service is measured through the definition of key performance indicators.
  • Provides leadership, planning, project coordination, and management for the development of a cost-effective department while concurrently facilitating efficient operations to meet current and future business needs within the organization.
  • Represents company in community, industry, programs, and conferences.
  • Participates in the development of programs as a strategic partner that supports the Company plan.
  • Responsibility for balancing workload to optimize the effectiveness of the department.


    Directly supervises exempt and non-exempt staff in accordance with company policies and applicable Federal and State Laws. Responsibilities include but are not limited to: effectively interviewing, hiring, terminating, and training employees; planning, assigning, and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems; supporting and encouraging the engagement process.

    This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.




    Bachelor's degree in computer science, information system management, or related field. Combinations of relevant education, certifications, and experience may be considered in lieu of a degree. Continuous learning, as defined by the Company's learning philosophy, is required. Certification or progress toward certification is highly preferred and encouraged.


    Eight years of progressive responsibility in an IT environment with demonstrated technical knowledge which provides the necessary skills, knowledge and abilities. Three years management or supervisory experience in IT required. Experience within the insurance industry highly preferred.


  • Broad understanding of business domains and brands.
  • Ability to translate business goals into IT requirements.
  • Working knowledge of database, cloud, network, and server technologies.
  • Must have experience with large data center environments.
  • Good business and financial awareness of the impact of Service Levels and any associated failures.
  • Knowledge of Windows Server operating systems and products, Windows desktop operating system and office tools, detailed understanding of backup procedures, understanding of Microsoft Active Directory, and TCP/IP Networking principles.
  • Experience translating architecture and IT design documentation into action plans.
  • Deep understanding of the IT landscape with respect to development, production support, and QA.
  • Knowledge of industry leading practices for managing IT services to provide support to the business.
  • Understanding implications of changes existing and new services because of business strategies.
  • Exceptional leadership skills.
  • Ability to coach and manage the performance of team members.
  • Strong communication skills including excellent written and verbal skills.
  • Must demonstrate leadership ability and team building skills to effectively supervise professional and non-professional staff and interact with all levels of management.
  • Ability to work with and empower others on a collaborative basis to ensure success of unit team.
  • Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions and employing active listening techniques.
  • Ability to establish workflows, manages multiple projects, and meets necessary deadlines.
  • Talent for reporting on organizational health so that team members, other managers, and executives have a good understanding of the state of IT operations.
  • Experience providing actionable feedback to team members to improve performance.


    Work is performed in an office setting with no unusual hazards. Minimal travel with some overnight stays.

    The qualifications listed above are intended to represent the minimal skills and experience levels associated with performing the duties and responsibilities contained in this position description. The qualifications should not be viewed as absolute standards, but as general guidelines that should be considered with other position-related criteria.

    We are an Equal Opportunity Employer. Diversity is valued, and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.

    Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled