ABOUT THE ROLE:
The Information Technology Manager directly oversees the Technology helpdesk, technicians, system administrators, and engineering consulting teams that serve our diverse client base. A combination of manager, account supervisor, business driver, cheerleader, and customer service expert, this full-time onsite role requires a broad collection of skills as well as specific industry expertise.
RESPONSIBILITIES:
In this role, you'll get to...
- take complete ownership of the technology team and partner with the account managers to provide excellent client services
- play an active role in proactive and reactive client management and issue resolution
- work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base
- oversee service delivery projects including equipment deployment, software releases, email migrations, etc
- develop, maintain, support, and optimize key functional areas to remove barriers hindering the team’s overall performance
- ensure the oversight, organization, and motivation of all members of the Technical Operations team
- lead by example, challenge functional status quo, manage and develop processes to document client issues, leverage trends, and impact analyses in the overall service enhancement
- manage all aspects for the tier 1 and tier 2 organizational response of the Technical Operation Centers
- build, develop, and lead remote and onsite team of technical Operations resources
- investigate methods and procedures to better monitor our network and respond to issues
- provide executive level reporting for an informed decision making
- be the bridge between MSP partners for tiers 1 and 2 support and our clients, serving as the outsourced IT manager to help with escalations and troubleshooting
- be the escalation point to carrier and cloud partners we help implement and support for clients
- identify staffing needs and works with the recruitment team to pursue targets
- maintain familiarity with current and upcoming IT equipment, services, and other developments
- perform root cause analysis of infrastructure problems and develop resolution and prevention plans
- perform other duties as assigned
REQUIREMENTS:
On day one, we'll expect you to...
- have 7-8 years of customer facing role in IT Support and Helpdesk Operations
- have 5+ years of IT supervisory experience
- have 4-5 years of MSP Experience on the same capacity as IT Ops Engineer or Lead
- be ITIL trained
- be knowledgeable in Cybersecurity, InfoSec, and related security tools
- have expert knowledge of IT best practices, policies, and regulations
- have a clear understanding of client/server technology and network architecture
- have an understanding of a wide range of technologies covering Microsoft platforms, cloud, email management, virtualization, shared storage, disaster recovery, remote access, and more
- have a solid understanding of cloud deployment and operations
- have knowledge and significant experience with designing and implementing metrics and measurements
- have strong analytical skills, proven functional and technical analysis skills, and professional client interaction
- have service awareness of all organization key IT services for which support is being provided
- have strong teamwork, customer service, and interpersonal skills
- have good communication including writing, speaking, and active listening
- have the ability to communicate verbally and in writing with all levels of management and thrive in a cross-functional environment
- have strong problem solving and critical thinking skills
- have the ability to make sound decisions and solve complex business and technical issues
- have advanced leadership and conflict management skills
- have skill in strategic planning with an ability to think ahead
- have skill in leading people and getting results with a strong client orientation
- have excellent attention to detail
- have proven success in leading a team and developing staff
- have great project management skills including organization, planning, time management, and prioritization
- have a fully functional and up-to-date computer with which to perform duties
- be willing to install next generation end point protection on the computer
- be willing to work in US Pacific time zone (8:00am-5:00pm PST) corresponding to 11:00pm - 8:00am PH time or
- be a current resident of the Philippines and legally able to perform work from there
What separates the best from the rest:
- ERP Support background/ experience
NOTES:
- Benefits await full-time contractors.
- This is a remote (work from home) position
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