Director of Information Technology (IT Director)

Objectives and Goals for Global Technology Manager Position

Description

We are seeking an experienced and visionary "IT Director" to lead the technology strategy and oversee IT operations at Zella Technologies. The ideal candidate will drive technological innovation, enhance system efficiencies, and elevate our IT and VoIP service delivery. This position requires a strategic thinker with hands-on expertise to ensure our technology infrastructure supports business objectives and delivers exceptional client service.

Technology Strategy and Planning

-Develop and implement a comprehensive IT strategy aligned with company business goals.
-Evaluate emerging technologies, including hyper-converged infrastructure, networking solutions, and VoIP platforms, to enhance service offerings and operational efficiency.
-Create and execute technology roadmaps to support growth, scalability, and business continuity.

Systems and Infrastructure Improvement

-Oversee the design, implementation, and management of robust IT systems, including Windows Server and Linux Server environments.
-Ensure high availability, security, and performance across all platforms, including Hyper-V, MikroTik, and Juniper.
-Identify opportunities for automation and process optimization using scripting tools (PowerShell, Bash, Jinja, Python, API).

VoIP and Advanced Networking Management

-Manage and enhance SIP-based VoIP service offerings to ensure reliable and high-quality communication solutions.
-Oversee the design, implementation, and maintenance of VoIP systems integrated with broader IT services.
-Leverage advanced networking expertise, including BGP routing, to support network reliability and scalability.

Network Equipment Deployment and Data Center Optimization

-Oversee timely setup and configuration of new network equipment within data centers.
-Optimize data center operations for efficiency, identifying and implementing necessary improvements.
-Deploy advanced monitoring tools, such as those within NinjaRMM and HaloPSA, for proactive management.

Project Management and Development Oversight

-Lead end-to-end project delivery, including developing new applications, such as a proprietary softphone app.
-Define project requirements, coordinate with development teams, and ensure on-time delivery.
-Collaborate with cross-functional teams to translate business needs into technical specifications.

Operational Management

-Manage IT support teams to provide exceptional service and resolve technical issues promptly.
-Implement IT and VoIP policies, procedures, and best practices.
-Monitor and report on KPIs to track operational effectiveness.

Service Integration and Automation

-Integrate and optimize tools like Hudu, HaloPSA, NinjaRMM, and Veeam to streamline IT and service operations.
-Implement process automation initiatives to reduce costs and increase productivity.

Support and SLA Enhancement

-Handle Level 2 (L2) support tickets efficiently, resolving issues to meet or exceed SLAs.
-Improve SLA metrics and reporting mechanisms to ensure timely resolution and client satisfaction.

Goals and Objectives

-Design and implement an IT and VoIP strategy that supports growth and enhances competitive advantage.
-Drive system reliability through proactive management of Windows, Linux, and hyper-converged infrastructures.
-Lead the successful development of a proprietary softphone application, meeting performance and functional requirements.
-Enhance client service delivery through effective management of support services and advanced networking tools.
-Strengthen cybersecurity measures to protect company and client data.
-Execute digital transformation initiatives to leverage cutting-edge technologies.
-Optimize data center performance through timely equipment setups and process improvements.
-Improve automation and efficiency using scripting and monitoring tools like PowerShell and NinjaRMM.

The "IT Director" will possess deep expertise in IT infrastructure, VoIP services, and advanced networking, along with a proven track record of strategic planning, project execution, and operational excellence.


Requirements

Technical Skills

-Operating Systems
--Extensive experience with Windows Server (Active Directory, Group Policies, DNS, DHCP).
--Proficient in managing and troubleshooting Linux Servers (CentOS, Ubuntu, or similar).

-Virtualization & Hyper-Converged Infrastructure
--In-depth knowledge of Hyper-Converged systems for scalable infrastructure management.
--Expertise in Hyper-V virtualization technology for server and desktop environments.

-Networking
--Advanced knowledge of MikroTik and Juniper for network management and security.
--Strong understanding of BGP and other routing protocols for large-scale networking.
--Expertise in Advanced Networking concepts, including VLANs, firewalls, load balancing, and SD-WAN.

-Backup & Recovery
--Proficiency with Veeam for backup and disaster recovery solutions.

-Communication Systems (SIP/VoIP)
--Advanced understanding of SIP (Session Initiation Protocol) for call signaling and control in VoIP systems.
--Extensive experience with VoIP troubleshooting, including diagnosing issues related to jitter, latency, packet loss, and codec mismatches.
--Knowledge of Kazoo VoIP systems, including configuration, monitoring, and problem resolution.
--Ability to manage and optimize VoIP infrastructure, including the following:
---Provisioning and configuring VoIP devices (phones, softphones).
---Ensuring proper setup and maintenance of trunks, gateways, and PBX systems.
---Monitoring call quality and identifying root causes of call degradation or system outages.
---Performing SIP trace analysis using tools like Wireshark or sngrep to debug signaling and media issues.
---Implementing and troubleshooting NAT, STUN/TURN, and RTP/RTCP in VoIP setups.

-Automation & Scripting
--Advanced scripting skills in PowerShell, Bash, Jinja, and Python.
--Experience with API integration for automating workflows and system integrations.

-IT Management Tools (Preferred but not mandatory)
--Hands-on experience with HaloPSA for service management.
--Proficient in using NinjaRMM for remote monitoring and management.
--Knowledge of Hudu for IT documentation and asset management.

Leadership & Management Skills

-Team Leadership
--Proven ability to lead and develop a team of IT professionals.
--Strong project management skills with a track record of delivering complex IT projects on time.

-Strategic Planning
--Capable of aligning IT strategy with business goals and driving innovation.

-Vendor Management
--Experience managing relationships with hardware, software, and service vendors.

-Budget Management
--Ability to plan, manage, and optimize IT budgets effectively.

Soft Skills

-Problem-Solving
--Strong analytical skills to diagnose and resolve complex IT issues.

-Communication
--Excellent verbal and written communication skills to interact with stakeholders and team members.

-Adaptability
--Able to adapt to rapidly changing technologies and business needs.


Experience

-Minimum 5-7 years of experience in IT roles, with at least 3 years in a leadership capacity.
-Proven track record of managing enterprise IT systems and infrastructure at scale.