About the Role:
The Information Technology Manager directly oversees the Technology help desk, 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:
- 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
- Oversight of service delivery projects, including equipment deployment, software releases, email migrations, etc.
- Develop, maintain, support, and optimize key functional areas to remove barriers hindering the teams 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 to inform decision making
- Be the bridge between MSP partners for tier 1 and 2 support and our clients. Serving as the outsourced IT manager to help with escalations and troubleshooting.
- Escalation point to carrier and cloud partners we help implement and support for clients.
- Identifies staffing needs and works with the recruitment team to pursue targets
- Maintains familiarity with current and upcoming IT equipment, services, and other developments
- Perform root cause analysis of infrastructure problems and develop resolution and prevention plans
Requirements:
- Expert knowledge of IT best practices, policies, and regulations
- A clear understanding of client/server technology and network architecture
- Understanding of a wide range of technologies covering Microsoft platforms, Cloud, email management, virtualization, shared storage, disaster recovery, remote access, and more
- Solid understanding of cloud deployment and operations
- Knowledge and significant experience with designing and implementing metrics and measurements
- 8+ years of IT service experience
- 5+ years of IT supervisory experience
- Strong analytical skills, proven functional and technical analysis skills, professional client interaction.
- Service awareness of all organization key IT services for which support is being provided
- Strong teamwork, customer service, and interpersonal skills
- Good communication, including writing, speaking, and active listening. Ability to communicate verbally and in writing with all levels of management and thrive in a cross-functional environment
- Strong problem-solving and critical thinking skills
- Ability to make sound decisions and solve complex business and technical issues. Advanced leadership and conflict management skills
- Skill in strategic planning with an ability to think ahead
- Skill in leading people and getting results with a strong client orientation
- Excellent attention to detail
- Proven success in leading a team and developing staff
- Great project management skills, including organization, planning, time management, and prioritization
- Willing to work on-site in LA and nearby areas.
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Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task