MANAGER -IT

Position Title: IT Manager

Safety Sensitive: No

Supervisor’s Title: Director of IT

FLSA Status: Exempt

Department: Information Technology

Division: PMO

*The salary range is $90,000 - $95,000 annually, commensurate with education and experience.

Onsite/No Remote Option

ABOUT US

We are IndyGo, a Municipal Corporation of Indianapolis – Marion County, and we’re proud to be the largest public transportation provider in the state of Indiana. We operate 32 transit routes throughout the county, providing nearly 10 million passenger trips a year to the good citizens of our region. IndyGo is committed to expanding mobility options to improve connectivity with the company’s mission, vision, and goals.

WHO WE ARE

A key measure of any great city is the ease of getting from one place to another. We call it “mobility.” It’s as essential as access to electricity and clean water. It moves a city forward to become a better place of opportunity and community. It’s a measure of a city’s vitality and potential, and it reflects a city’s judgment about its civic priorities. It makes a city a better home and a better place to visit.

At IndyGo, getting people from one place to another is much more than just moving riders: it’s about getting our riders to their hopes and dreams, to their education and careers, to their families and friends, to their health and well-being, and another day of life in Indianapolis and the surrounding areas.

We’re here because you’ve got somewhere you need to be, and you need an easy, reliable way to get there. So come on; get on and get going to wherever you want to go on IndyGo.

INDYGO MISSION

As the region's largest transit authority, we are duty-bound to set the bar for transparency, trust, and overall professionalism. Our mission is to connect our community to economic and cultural opportunities through safe, reliable, and accessible mobility experiences.

Accountability: We are legally, ethically, and morally committed to utilizing all resources responsibly with integrity and transparency. 

Diversity: We promote, embrace, and value all individuals. 

Safety: We ensure safe and secure environments.  

Excellence: We strive for quality in everything we do.

Teamwork: We actively promote effective communication, collaboration, and partnerships. 

Respect: We value and treat all with dignity.

BENEFITS WE OFFER

• Full-time positions with guaranteed 40 hours/week.
• Medical, dental, and vision (effective on the 1st of the month, 30 days after the start date).
• Free on-site wellness clinic for employees and their families.
• Retirement plan (401A and 457B).
• Tuition reimbursement.
• Free IndyGo transportation for employees and their families.
• Federal Loan Forgiveness Program

POSITION PURPOSE

The IT Manager role is directly responsible for the Helpdesk Support Technicians and all aspects of IndyGo's IT infrastructure. This role will ensure the technologies, systems, and architecture are consistent across all IndyGo locations and align with enterprise technology standards and best practices. In this position, the IT Manager drives client satisfaction and team efficiency by ensuring all organizational IT infrastructure and support goals are addressed within defined service level agreements (SLAs). This position will work closely with the organizational departments to ensure client expectations are met and escalated service requests are prioritized accordingly. Additionally, the IT Manager interfaces with management while managing staff and vendors to accomplish organizational goals outlined on the technology roadmap.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To succeed in this role, an individual must satisfactorily perform the functions listed below. Reasonable accommodation may be made to ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

ESSENTIAL FUNCTIONS

• Staff Management – Responsible for support, documentation, and IT service management. Directs and monitors the activities of staff in performing day-to-day duties, including meeting time schedules, productivity levels, and maintaining quality standards.
• Customer Service – Communicates with individual IndyGo departments and vendor services correspondence, acts as central point-of-contact / escalation point for all Infrastructure and Technical Support related issues. Acts as the liaison between individual departments and contracted vendors and as the technical subject matter expert in meetings, procurements, and other related IT service matters.
• Knowledgebase – Directs, develops, and maintains technical solutions and documentation to client service issues in the Information Technology's online database.
• Training – Fosters ongoing meetings with the Infrastructure and Technical Support team, defining and refining processes and procedures to improve service delivery, monitoring and managing critical business initiatives, while developing their Team’s skillsets.
• Asset Management – Ensures that all Technical Support and Infrastructure equipment is appropriately received, installed, repaired, maintained, and inventoried. Maintain accurate Technical Support records, including inventory and billing.
• System Administration – Manages the delivery of services relating to multiple technologies in one or more of the following Information Technology areas: systems, servers, storage, application and network administration and support, on-premises virtual / cloud-based infrastructure design and implementation, telecommunications, and user services.
• Case Management – Reviews incident and request tickets, coordinates, and escalates relative Infrastructure and Technical Support issues, and assists with installs/repairs when technicians are unavailable and assist with incident/ maintenance management infrastructure issues.

OTHER FUNCTIONS

• Performs related duties & responsibilities as assigned/requested.

SUPERVISORY RESPONSIBILITIES

• Directly supervises activities of ten (10) staff encompassing System Administrators, Network Engineers, and Helpdesk/ Support technicians at multiple locations.
• Applies supervisory responsibilities according to organizational policies and applicable laws.
• Interviews, hires, and trains employees; plans, schedules, assigns, and directs work; evaluates and manages employee performance; addresses complaints and resolves employee issues.

EDUCATION AND/OR EXPERIENCE

To perform this job successfully, an individual must have the following education and/or experience.

• A bachelor’s degree in computer science/information technology or equivalent from an accredited college or university is required. An equivalent combination of education and experience may be considered.
• A combination of education, training, and/or experience, including a minimum of eight (8) years of verifiable experience in Information Technology, is required.
• 5+ years of relevant enterprise IT support with 3+ years of progressive management experience and increasing levels of responsibility preferred.
• 5+ years of professional experience designing, implementing and maintaining Microsoft Windows Servers, including Microsoft applications (Active Directory, NPS, DNS, DHCP, RDS, WSUS) and third-party application support preferred.
• 3+ years of experience administrating Microsoft 365 or Microsoft Azure is preferred.
• Microsoft certifications (MCSA, MCITP, MCIP, MCSE) CompTIA A+/Security + certification and ITIL Foundation certification highly desired.
• VMWare certifications (VCA, VCP) preferred.
• Microsoft SharePoint administration experience needed.
• Microsoft Dynamics 365 experience is a plus.

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below represent the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. The company will provide reasonable accommodation to enable individuals with disabilities to perform these functions.

• Advanced knowledge of setting up and using an incident-tracking software system
• Advanced proficiency using a computer and related technology in assigned area.
• Outstanding user support skills with the ability to resolve complex system issues and maintain effective working relationships with end-users and software manufacturers.
• Ability to work closely with Information Technology teams and business users.
• Ability to prepare complete and concise functional specifications and system and user documents.
• Ability to create business processes, procedures, policies, and user documentation.
• Ability to troubleshoot and work with Microsoft and other third-party systems to resolve issues.
• Excellent analytical skills with a solid working knowledge of problem-solving, root cause analysis, and associated solution implementation
• Ability to prioritize and manage tasks and time effectively
• Excellent organizational skills, attention to detail, and ability to multitask.
• Strong written and verbal communication skills
• Ability to interact with internal and external constituents, both in person and virtually

PHYSICAL DEMANDS

The physical demands described here represent those an individual must meet to perform the essential functions of this job successfully. The company will provide reasonable accommodation to enable individuals with disabilities to perform these functions.

• Ability to work in a deadline-oriented office environment.
• Ability to work independently with minimal supervision.
• Position requires an individual to remain stationary for extended periods without being able to leave the work area and occasionally travel between facilities
• Ability to troubleshoot must be able to identify and distinguish colors of wires and switches
• Position may require an individual to occasionally transport objects weighing up to 30 lbs. as needed throughout their shift.
• Some local travel required using a corporate vehicle

IndyGo is an Equal Opportunity Employer