IT Manager

Overview

The IT Manager will lead the support team across multiple business operations, ensuring the operations of the IT division are in alignment with business objectives.

Job Responsibilities
- Manage and train the help desk team, helping to ensure that the help desk is constantly developing and improving, and ensuring that service standards are met;
- Collaborate with Director of Business Technology to help plan, coordinate, direct, and design all IT-related activities of the organization, as well as provide administrative direction and support for daily activities of the IT help desk staff;
- Work with the Cyber Security team to develop, implement and maintain disaster recovery and business continuity plans;
- Work with the Cyber Security team to develop and maintain End User Security models and documentation;
- Work closely with stake holders in other divisions to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization;
- Define, implement, and maintain written IT policies, procedures, and best practices;
- Develop and maintain End User Documents for Self Help;
- Oversee the deployment and maintenance of all hardware & software throughout the organization;
- Oversee the provisioning of services, including help desk and technical support;
- Conduct systems assessments and develop upgrade requirements;
- Develop and maintain life cycle/replacement plans for all hardware and software;
- As a working member of the help desk team, the IT Manager coordinates urgent and complicated support issues and acts as an escalation point for all requests and incidents;
- Administer help desk ticketing systems, manage inventory of PCs, phones, i Pads, and other equipment;
- Communicate user additions and terminations to the larger IT team;
- Provide help desk ticket metrics and analysis;
- Oversee the life cycle management of hardware, ensure proper disposal and documentation of retired assets, and assist in budgeting requirements for new hardware;
- Creates and manages escalation procedures and ensures service standards are maintained and customer expectations are met;
- Perform other required tasks as assigned.

Job Requirements
- Associate or bachelor's degree preferred in technology or computer science;
- Minimum of five years of IT management experience;
- Professional and helpful demeanor;
- Ability to manage multiple tasks and work effectively under pressure;
- Possess solid analytical and organizational capabilities;
- Knowledgeable of Windows Networking, systems technology, and telecommunications;
- Varied technology troubleshooting that may include Windows and Apple support, tablets, conference call troubleshooting, AV issues, and other end-user level assistance;
- Knowledge of technical concepts and terminology: networking, LAN/WAN, client/server, RDP, databases, etc.;
- Able to understand, communicate and discuss technological issues with other IT staff, outside consultants, and non-technical staff;
- Desire to learn new skills and keep current with technological advances as needed;
- Organizational skills, including juggling multiple tasks and prioritizing needs;
- Ability to recognize and troubleshoot basic problems in IT systems;
- Ability to recognize more challenging problems and evaluate the best resources available to manage these issues;
- Excellent customer service skills including but not limited to good listening and communication skills;
- Must be able to provide technical support to non-technical users with patience and understanding;
- Ability and availability of working off-hours and weekends as needed.