Dole Packaged Foods

Senior Manager, IT Operations

US-CA-Westlake Village
ID
2017-1402
Category
Information Technology
Type
Regular Full-Time

Overview

Dole Packaged Foods North America manages the IT operations for the United States, Canada, and Europe. Our applications and infrastructure use leading edge technologies and we continue to move forward with market leading technology and practices.

 

Utilizing the existing technical infrastructure and support teams, this position will be responsible for both supporting the existing systems and leading a number of security and technology projects now and in the future. In addition, this position will be responsible for helping craft and implement technology and security platforms across the whole organization for Dole International in Asia and other countries.

Responsibilities

  • Oversee the Infrastructure team which is responsible for Network architecture/administration (Routers, Switches, Firewalls, Internet, MPLS/WAN), Windows Server infrastructure, Sever Hardware/Software, Virtualization, Active Directory, File Servers, Print Servers, application servers and datacenter operations including HVAC,UPS, etc.
  • Oversee/manage the service desk team. Service desk responsibilities include providing remote, phone, and deskside support for the business users. This includes Windows 10, Office 365, SAP, mobile devices as well as other business applications. The service desk utilizes Service Now to track incidents for business users as well as an inbound ACD system for calls. The service desk is responsible for ensuring the security of endpoints including workstation encryption, AV software and Avecto for application whitelisting.
  • Oversee and administer the Avaya CM/CMM 6.3 VOIP system for multiple sites. This includes all adds/moves and changes for business users including a small call center (6 agents). Oversee the administration of AT&T mobility for users. Oversee/administer all AV equipment (Christie Brio) and all video conference equipment (Avaya XT 5000).
  • Administer/manage Office365 including email, OneDrive, SharePoint, Skype, MDM, etc. Oversee/manage IT security systems. Security systems include but not limited to SIEM, Workstation encryption, Ransomware protection, Cyber Hygiene, SCCM/Ivanti, AV/Malware protection. Coordinate/manage Service Now development.
  • Other duties as assigned.

 

Qualifications

KNOWLEDGE AND SKILL REQUIREMENTS:

  • Minimum 10 years in infrastructure, IT operations, service desk/help desk management or equivalent type of role
  • Experience with IT service management practices, processes, procedures and standards
  • Excellent knowledge in most aspects of infrastructure, security, telephony and Azure/Office 365 cloud services
  • Good working knowledge of ITIL Process Frameworks
  • Experience with policies and procedures development and implementation; IT Internal Control implementation, monitoring and compliance enforcement
  • Proven success in managing, motivating and performing knowledge transfer to the broader IT operations team
  • A very customer centric and supportive attitude that interacts well with all staff, communicates well and prioritizes support to end users. This position will represent the face of IT Service Desk for most of the company.

 EDUCATIONAL REQUIREMENTS: 

  • Bachelor’s degree in Computer Science, Information Systems
  • HDM/HDI (Help Desk Manager / Help Desk Institute) certification highly desirable
  • Other technology and security certifications are desirable

 ASSOCIATES DIRECTLY SUPERVISED:

  • Infrastructure Manager
  • Service Desk Supervisor
  • Service Desk/Security Analyst

PHYSICAL REQUIREMENTS:

  • Ability to sit and use a computer for extended periods of time; ability to answer phones, and utilize a variety of office equipment. Ability to lift a minimum of 15 lbs. and reach overhead.

TRAVEL REQUIREMENTS:

  • Domestic and international travel will be required, approx. 5-15%

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

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