IT Operation Manager

Quintus Search; Petaling Jaya; On-site; MYR 180,000 - 240,000; Full time

Job summary

Quintus Search in Malaysia is seeking a highly skilled IT Operations Manager to lead data centre operations, helpdesk services and IT infrastructure across the organization. The role requires strategic thinking, strong technical knowledge and people management to drive operational excellence, with responsibility for budgets, KPIs and ITSM practices.

You will mentor Data Center Managers and Helpdesk Supervisors, ensure uptime, security, and regulatory compliance, and foster a customer‑centric IT

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 8 years in IT operations with focus on data centre and helpdesk.
• Strong knowledge of data center infrastructure, networking, and cloud solutions.
• Experience with ITSM and ITIL practices.
• Excellent leadership, communication and project management skills.
• Budgeting, cost management and resource allocation experience.
• Crisis management and strategic alignment of IT with business goals.

Responsibilities

• Oversee data centre operations, uptime, security, and DR planning.
• Lead Helpdesk to deliver high-quality support and meet SLA standards.
• Plan and implement data centre strategies, upgrades, and expansions.
• Develop IT strategy and manage the IT operations budget.
• Track KPIs and drive continuous improvement.
• Ensure regulatory compliance and robust IT policies.
• Mentor and develop IT Operations team including Data Center Managers and Helpdesk Supervisors.

Skills

IT Operations Leadership

Data Center Management

Helpdesk Management

ITIL

Budgeting

Cloud Solutions

Network Architecture

Stakeholder Communication

Education

Bachelor's degree in Information Technology or related field

Job description

Our client isseeking a highly skilled and experienced IT Operations Manager to lead and oversee the company'sdata centre operations, helpdesk services and IT infrastructure.

The ideal candidate will have a strong background in managing mid-scale IT environments, particularly data centers, as well as in leading a helpdesk team to ensure seamless IT support across the organization. This is a leadership role that requires a strategic thinker with excellent technical knowledge and people management skills to drive operational excellence.

Key Responsibilities:

Data Center Management:

• Oversee all aspects of data centre operations, ensuring optimal performance, uptime, and security.o Manage infrastructure related to servers, storage, networking, backup, and disaster recovery.
• Plan and implement data center strategies, upgrades, and expansions.
• Ensure compliance with industry standards, regulations, and best practices for data security and operational efficiency.

Helpdesk and IT Support Services:

• Lead the Helpdesk team to deliver high-quality support services, meeting SLA standards.
• Implement IT service management (ITSM) practices to optimize helpdesk performance and user satisfaction.
• Monitor and analyze helpdesk ticket trends to identify opportunities for improvement and efficiency.
• Foster a customer-centric support environment, ensuring prompt and efficient resolution of IT issues for all employees.

Leadership and Team Development:

• Provide leadership and guidance to the IT Operations team, including direct reports such as Data Center Managers and Helpdesk Supervisors.
• Mentor and develop team members, fostering a culture of collaboration and continuous improvement.
• Manage team performance, ensuring alignment with business goals and objectives.

IT Strategy and Budget Management:

• Contribute to the development and execution of the IT strategy aligned with the company's overall objectives.
• Manage the IT operations budget, ensuring cost-effective use of resources while maintaining high service standards.
• Develop and track key performance indicators (KPIs) to measure operational success and identify areas for improvement.

Risk Management and Compliance:

• Oversee the implementation of robust IT policies, security protocols, and disaster recovery plans.
• Ensure adherence to regulatory and industry compliance standards, including data privacy laws.
• Conduct risk assessments and work with senior leadership to mitigate IT-related risks.

Qualifications and Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field;
• A minimum of 8 years of experience in IT operations, with a focus on data centermanagement and helpdesk operations.
• Strong knowledge of data center infrastructure, network architecture, and cloud solutions.
• Experience with ITSM tools and methodologies, such as ITIL.
• Excellent leadership, communication, and project management skills. Experience in budgeting, cost management, and resource allocation for IT operations.
• Strong problem-solving skills with the ability to manage crises and elevate when necessary.
• Strategic thinking and the ability to align IT operations with business goals. Strong organizational and project management skills.
• Ability to manage multiple priorities and meet deadlines.
• Exceptional communication skills to effectively collaborate with both technical and non-technical stakeholders.
• A proactive and solutions-driven approach.