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Senior IT Manager, US West

2 months ago


Fremont, California, United States The New IEM, Llc Full time
Job Summary

The New IEM, LLC is seeking a highly skilled Senior IT Manager to lead the delivery of IT services to the business with exceptional quality, performance, and availability. This role will be responsible for working with Business Leaders to identify changes that drive requirements for IT-related services and Service Level Agreements (SLAs).

Key Responsibilities
  • Leadership and Guidance: Provide day-to-day leadership, guidance, and support for reporting employees.
  • Service Delivery: Drive and follow best practices for governing and managing Managed Service Provider (MSP) providers.
  • Infrastructure Expertise: Serve as the Subject Matter Expert (SME) for infrastructure services and solutions for the US West locations.
  • System Management: Manage the lifecycle of all infrastructure and systems, including those that support manufacturing tools in the manufacturing and plant sites.
  • Solution Evaluation: Drive evaluation and selection of solutions and services for the local business and manufacturing requirements.
  • Capacity Planning: Engage with business leaders to understand capacity forecasts for infrastructure services such as endpoint devices, network bandwidth, on-prem systems, and storage.
  • Security Compliance: Collaborate with IT Security Operations to ensure organizational-wide compliance with security policies and processes. Support audit activity as required for financial and cybersecurity assessments.
  • Change Management: Manage and work within ITIL-based change management processes to ensure that changes are appropriately documented, approved, and implemented.
  • Incident Review: Conduct post-incident reviews, identifying root causes and identifying improvement opportunities.
  • Patch Management: Supervise and execute patch management of infrastructure, endpoints, and systems.
  • Privilege Management: Enforce the principle of least privilege for administrators, users, service accounts, and systems.
  • Disaster Recovery: Maintain Disaster Recovery (DR) and Business Continuity (BC) obligations and documentation. Routinely test DR and BC plans to ensure that they are accurate and up to date.
  • Facilities Management: Manage and maintain physical server room, MDF/IDF, and racks for cleanliness, including support to maintain cable management practices and standards.
  • Mobile Device Management: Support Mobile Device Management (MDM) technologies to ensure that Bring Your Own Device (BYOD) mobile devices are securely configured, monitored, and managed.
Requirements
  • Experience: 7+ years of experience in an IT management role responsible for delivering IT infrastructure services.
  • Customer Support: Excellent customer support acumen and a high level of appreciation for customer satisfaction metrics.
  • KPI Development: Experience with KPI and metric development and working with business leaders to establish service expectations and SLA goals/targets.
  • Application Experience: Extensive application experience with Microsoft O365 and ecosystems of productivity and collaboration capabilities, including good knowledge of licensing model types.
  • Hardware and Operating System Experience: Extensive knowledge of computer hardware technologies in a virtualized and physical hardware stack. Operating system experience and support of Windows and Linux platforms.
  • Database Management: Solid working knowledge of DBMS platforms, specifically Microsoft SQL.
  • Networking and Security: Extensive knowledge of networking (LAN/WAN/Wifi) technologies. Excellent knowledge of network security design and solutions. Excellent knowledge of cybersecurity solutions for Endpoint Detection and Response (EDR), Network Detection and Response (NDR), Data Loss Prevention (DLP), Security Information and Event Management (SIEM), etc...
  • Troubleshooting: Working knowledge of diagnostic utilities and tools used for trouble-shooting server, network, and other IT operational incidents.
  • Mobile Device Support: Hands-on experience with laptop, desktop, tablets, and associated operating systems with Windows and Android. Extensive knowledge with Microsoft Intune is a plus.
Qualifications
  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Experience: 10+yrs of IT industry experience with proven advancement in achieving career goals.
  • Vendor Governance: Solid understanding of vendor governance processes and MSP relationship management.
  • ITIL Knowledge: Familiarity with the advanced principles of ITIL, including asset management.
  • Problem-Solving and Communication: Excellent problem-solving and decision-making skills. Effective communication and interpersonal skills.
  • Travel: Ability to work under pressure and manage multiple priorities. 25% of travel is expected to meet with local leaders.
  • Compensation: Annual salary range commensurate with experience: $165k - $185k