It Manager

Overview

• Lead IT operations, overseeing infrastructure, service desk, and vendor management to ensure seamless technology support and organizational alignment.
• Develop and implement strategic plans for technology architecture, addressing evolving organizational needs and industry advancements.
• Foster a collaborative environment, promoting professional growth and high-quality performance among service desk and systems administration teams.
• Ensure compliance with quality benchmarks and risk management standards, maintaining robust technical support operations.
• Collaborate across departments to identify and prioritize technology projects, aligning with organizational initiatives and goals.
• Manage vendor relationships, ensuring service level agreements are met and infrastructure reliability is maintained.
• Oversee special projects, integrating infrastructure, hardware, and networking solutions to enhance operational efficiency.
• Provide leadership in technology adoption, ensuring user training and support compliance with industry standards.

Key Responsibilities & Duties

• Evaluate and refine technical support workflows to enhance customer service standards and operational efficiency.
• Coordinate user support for systems, effectively communicating system updates and changes.
• Track, analyze, and report technical support issues to internal and external stakeholders.
• Research and recommend technology solutions, including hardware, software, licenses, and vendors, to meet organizational needs.
• Plan and oversee technology architecture projects, ensuring alignment with departmental and organizational objectives.
• Supervise systems administrators and service desk staff, fostering professional development and high-quality performance.
• Ensure adherence to technical support benchmarks and risk management standards.
• Serve as project manager for infrastructure, hardware, and networking initiatives, overseeing planning and execution.

Job Requirements

• Bachelor of Science (BS) degree in a related field required.
• Minimum of five years of experience in technical support and training required.
• Proficiency in Windows, Microsoft Office (Word, Excel, PowerPoint), and internet operations essential.
• Experience delivering computer training and managing technology projects preferred.
• Knowledge of personal computer hardware and software operations required.
• Valid driver's license and insurability under professional liability policies necessary.
• Strong communication skills in English, both written and verbal, required.
• Ability to manage vendor relationships and ensure service level agreements are met.