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IT Manager

4 months ago

Long Beach, California, United States 3GC Group Full time

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 part-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, 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

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, email management, virtualization, shared storage, disaster recovery, remote access, and more
  • have extensive Mac experience
  • 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
  • have a US citizenship
  • be willing to take on a part-time, contract opportunity
  • be willing to work on-site in Long Beach Ave., Los Angeles, CA