IT Service Manager

Summary

Join our team as an Information Technology Service Manager, overseeing technology helpdesk and engineering consulting teams, and providing excellent client services.

Requirements

• 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, email management, virtualization, shared storage, disaster recovery, remote access, and more
• 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

Responsibilities

• Take complete ownership of the technology team and partner with 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, email migrations, etc
• 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