Full Time
N/A
TBD
Jul 04, 2024
ABOUT THE ROLE:
The Information Technology Manager directly oversees the Technology helpdesk, technicians, system administrators, and engineering consulting teams that serve our diverse client base. A combination of manager, account supervisor, business driver, cheerleader, and customer service expert, this full-time onsite role requires a broad collection of skills as well as specific industry expertise.
RESPONSIBILITIES:
In this role, you'll get to...
-take complete ownership of the technology team and partner with the account managers to provide excellent client services
-play an active role in proactive and reactive client management and issue resolution
-work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base
-oversee service delivery projects including equipment deployment, software releases,
-develop, maintain, support, and optimize key functional areas to remove barriers hindering the team’s overall performance
-ensure the oversight, organization, and motivation of all members of the Technical Operations team
-lead by example, challenge functional status quo, manage and develop processes to document client issues, leverage trends, and impact analyses in the overall service enhancement
-manage all aspects for the tier 1 and tier 2 organizational response of the Technical Operation Centers
-build, develop, and lead remote and onsite team of technical Operations resources
-investigate methods and procedures to better monitor our network and respond to issues
-provide executive level reporting for an informed decision making
-be the bridge between MSP partners for tiers 1 and 2 support and our clients, serving as the outsourced IT manager to help with escalations and troubleshooting
-be the escalation point to carrier and cloud partners we help implement and support for clients
-identify staffing needs and works with the recruitment team to pursue targets
-maintain familiarity with current and upcoming IT equipment, services, and other developments
-perform root cause analysis of infrastructure problems and develop resolution and prevention plans
-perform other duties as assigned
REQUIREMENTS:
On day one, we'll expect you to...
-have expert knowledge of IT best practices, policies, and regulations
-have a clear understanding of client/server technology and network architecture
-have an understanding of a wide range of technologies covering Microsoft platforms, cloud,
-have a solid understanding of cloud deployment and operations
-have knowledge and significant experience with designing and implementing metrics and measurements
-have 8+ years of IT service experience
-have 5+ years of IT supervisory experience
-have strong analytical skills, proven functional and technical analysis skills, and professional client interaction
-have service awareness of all organization key IT services for which support is being provided
-have strong teamwork, customer service, and interpersonal skills
-have good communication including writing, speaking, and active listening
-have the ability to communicate verbally and in writing with all levels of management and thrive in a cross-functional environment
-have strong problem solving and critical thinking skills
-have the ability to make sound decisions and solve complex business and technical issues
-have advanced leadership and conflict management skills
-have skill in strategic planning with an ability to think ahead
-have skill in leading people and getting results with a strong client orientation
-have excellent attention to detail
-have proven success in leading a team and developing staff
-have great project management skills including organization, planning, time management, and prioritization
-have a fully functional and up-to-date computer with which to perform duties
-be willing to install next generation end point protection on the computer
NOTE: This is a remote (work from home) job.
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2. Fill out the form and submit your resume to our system.
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