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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
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IT Manager
3 months ago
Avon, United States
Harlan Bakeries
Full time
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.
- 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;
- Good general understanding of IT applications in a business environment, and demonstrated proficiency in their use;
- Knowledgeable of Windows Networking, systems technology, and telecommunications;
- Excellent general skills and demonstrated ability in the use of Microsoft Windows, Microsoft Office applications, Office 365 (including Teams, SharePoint), and Active Directory;
- 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.