Production IT Director

3 weeks ago

Denver, Colorado, United States ACI Infotech Full time

**Job Title:** Production IT Director

**Job Summary:

ACI Infotech is seeking a seasoned Production IT Director to lead our IT support operations. This full-time position is based in Denver, CO with a minimum of 3 days per week in the office and 2 days remote.

**Key Responsibilities:

Client Satisfaction: Own internal and external client satisfaction and experience.

Strategy Definition: Define application support strategy and measure its effectiveness.

Infrastructure Impact: Assess the impact of applications on infrastructure and define corresponding KPIs.

Team Mentoring: Mentor team members to enhance their skills and performance.

Business Team Support: Assist business teams with day-to-day requests.

Platform Mastery: Master in-house platforms and interfaces to provide expert-level support.

Budget Management: Establish and manage the production support budget.

Provider Management: Manage Third Party Service providers, support desk, etc.

Remote User Base: Responsiveness to a distributed / highly remote user base.

SLA Development: Build a Service Level Agreement and due date-focused engineering culture.

Troubleshooting: Troubleshoot production issues and support triage, reporting, and correction of production software.

SOC Accreditation: Participate in SOC 1 & SOC2 accreditation.

Client Branch Support: Provide technical support to all Client Group branches (onsite and remote).

Problem Identification: Identify IT problems and provide potential solutions.

Software Configuration: Configure software solutions as defined by the IT group.

IT Administration: Work on IT Administration (creation of new user accounts, password resets, etc.).

Employee Training: Provide basic training to employees on common applications.

Liaison Role: Act as a liaison between the Client IT Group and partners (resellers, integrators, 3rd application vendors).

Helpdesk Maintenance: Maintain the Gen II Helpdesk Ticketing System.

Issue Escalation: Escalate highly technical issues to the appropriate engineers or Partners.

Additional Responsibilities: Perform other job-related duties as assigned.

**Requirements, Skills, Education, and Experience:

Leadership Skills: Comfortable working hands-on while leading and growing a small team.

Management Experience: Demonstrated experience managing support teams and developing direct reports through promotion, performance review communication, accountability, and motivation/engagement.

Automation Expertise: Deep understanding of how to build an efficient IT support operation including proactive monitoring and high levels of automation.

Priorities Handling: A history of working in fast-moving environments handling multiple, competing priorities.

Technical Communication: Excellent written and verbal communication skills with the ability to present complex technical information clearly and concisely to various audiences.

SQL Programming: Experience/Knowledge of programming in SQL.

Data Analysis: Strong Excel skills. Ability to manipulate large sets of data.

Environment Adaptability: Fast learning and ability to adapt quickly to a new environment.

Multitasking Abilities: Ability to prioritize, think independently, and handle multi-tasks.

Analytical Capabilities: High analytical ability and thinking out of the box.

Detailed Orientation: Strong attention to details.

English Proficiency: Fluent in English.

Qualifications: Bachelor's degree in accounting and related technology experiences a definite plus.

Nice to Have: Knowledge of the Fund Accounting platform, knowledge of a treasury management system, knowledge of Private Equity/Real estate or corporate finance.

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