In today's complicated business world, every job functionality seems to be tied up in technology. Marketing, sales, and facilities all utilize the IT team to achieve their goals. However, it can be confusing to know what parts of IT are the most useful for certain situations. IT Operations is one of those divisions that's often misunderstood.
IT operations are the activities information technology departments take part in to ensure an organizations' devices and technology systems are running smoothly. This includes support for hardware, software, and internal and external IT systems.
The purpose of IT operations is to monitor and maintain the performance of a business' technology. It often includes addressing support tickets submitted by other departments and resolving their technical problems. This isn't a requirement, but many IT operations teams use support tickets as a tool to identify and resolve IT problems.
Some technology trends that impact the work for IT operations include artificial intelligence, cloud computing, and Internet of Things (IOT) devices. As organizations add these technical components to their business, it's important for the technology to operate properly.
IT operations management is a key component of your IT system. Although you might have an idea of what technology your organization needs to succeed, it's up to the operations management team to make sure these solutions are delivered in a successful and efficient way.
Unlike other IT areas, the operations function isn't responsible for engineering or choosing the systems that are used in the organization. IT operations managers organize and support the tools and use cases themselves, without having to decide what is purchased or rolled out to the rest of the company. They track how systems are used and solve any issues that arise with systems or technology.
An IT operations manager would oversee a team that is responsible for maintaining and assisting a business group with its IT needs. They make sure that employees are using systems correctly, data is flowing between linked systems, and that technology is working as it should.
The IT Operations Manager will conduct checks of all systems and servers used by the company. They'll ensure data security, effectiveness, and usability for team members.
This person will create policies that ensure the proper use of technology. This includes researching, writing, and enforcing policies.
This person will also conduct upgrades to IT tools as needed to stay up to date with current business needs. They'll research what is needed and smoothly transition all systems as appropriate.
This position requires a bachelor's degree in computer science, management information systems, or another related field. A master's degree in business administration or one of these fields will also be beneficial for the management of employees. This person will also be extremely technical, well-written, and data-driven. This will solve and prevent problems in the IT department. Good communication skills are also essential, as problems and solutions must be clear in person and in writing.
This position requires strong technical skills related to information systems and their deployment across the enterprise. You must be able to understand technical language and coding languages depending on the project.
The IT operations manager will be able to lead a team and delegate tasks for efficient completion of tasks. Experience leading a team is a must, as most projects can't be accomplished by one person alone.
This person must be able to communicate technical needs in a clear and easy to understand way. The ability to blend technical information in a way that non-technical people understand is a must. Without being a clear communicator, specific technical demands can't be met and systems can't be fixed.
The IT operations manager must be adept at solving problems as they arise. They must have a creative and analytical mind to come up with solutions to problems that might not have occurred before. As this position deals with multiple systems working together, solving the problems from complicated setup is a large asset. Without being able to solve problems quickly, systems fail and efficiency is lost.
An IT operations team is responsible for many functions. The team improves technology, solves active problems across the business, and proactively enhances company systems.
For example, IT operations looks into company databases to investigate any issues that arise with the system. Is data populating correctly? Are users experiencing any difficulties accessing the system with their devices? These are questions the IT operations team would answer.
The team looks into device and system management to ensure all devices are operational and meet the needs of the business. They continually assess business needs and determine how to operate and use systems effectively. They also troubleshoot any issues with the devices and systems. An example of this would be determining what types of laptops and equipment specific teams need. The engineering team might be given specific laptops or desktops that have different capabilities than what the finance team would need.
IT operations teams determine how systems are installed. If a new CRM is being deployed, they'd make sure all managers are trained on how to use the system and what information they need to be using within the system for success. They must also know how to operate the CRM and know when something they use is incorrect so they can ask for assistance. They share login information, host training sessions, and work with remote employees so everyone uses the systems and tools effectively.
While IT operations can be challenging to define, having an IT operations manager and team is essential for your organizations' success. Looking for information about how other organizations are using technology to their advantage? Check out the State of Video Conferencing report. You'll find plenty of data on how organizations are using video conferencing to achieve business goals.