IT Manager, Technical Services
About The Position
The IT Manager, Technical Services leads and manages various IT teams including Unified Communications, Network, Security, Systems Engineering, Desktop Management, Service Desk, Enterprise Application Administration, and Identity Access Management. This role acts as a point of escalation for user and business stakeholder issues, and is responsible for establishing and maintaining relationships with business units to understand their needs. The manager recommends and oversees the implementation of IT solutions that support business requirements, conducts effective resource management, and oversees project management functions. Additionally, the role ensures Service Level Agreements are met, manages incident and problem management, builds vendor relationships, develops team plans, and manages the team budget.
Requirements
- Bachelor's degree in related field such as Information Technology or Information Systems or equivalent work experience.
- Eight years of relevant technical and business experience across multiple technologies and business functions.
- Strong demonstrated knowledge of area-specific concepts and best practices.
- One year of supervisory or leadership experience.
- Demonstrated understanding and ability to manage system implementation life cycle activities and processes.
Nice To Haves
- May substitute a higher level degree in related technical/business area for less work experience.
Responsibilities
- Leads and manages the Unified Communications, Network, Security, Systems Engineering, Desktop Management, Service Desk, Enterprise Application Administration, or Identity Access Management team
- Acts as a point of escalation for any user or business stakeholder issues.
- Establishes and maintains relationships with business units throughout the organization so as to understand their working environments and communications needs. Recommends and oversees the implementation of unified communications, desktop infrastructure, security, systems engineering (server, storage, cloud), network solutions, service management, enterprise system applications, or identity management solutions that support business requirements.
- Conducts effective resource management for the team. Oversees the assignment of resources to a variety of project and operational tasks.
- Hires, manages the performance of, and mentors team members. Develops and oversees the implementation of training plans that improve the performance of technical staff at all levels.
- Oversees project management functions associated with area-specific projects, to include analysis, planning, design, implementation and transition to operations.
- Ensure that established Service Level Agreements for the technical domain are met, and support governance functions through the application and consistent execution of controls and the provision of metrics.
- Conduct incident and problem management in support of specified technical domains, overseeing the resolution of incidents and conducting root cause analysis within established Service Level Agreements. Identify and resolve systemic issues that improve the user experiences. Report on SLA and performance metrics that demonstrate satisfactory execution of service activities.
- Establish and maintain relationships with vendors. Oversee the purchasing of hardware, software and licensing, and the execution of professional services. Regularly evaluate vendor services against cost to ensure value.
- Develop and implement the team plan in support of broader Techncial Services objectives.
- Manage the team budget. Takes appropriate action to remain in budget.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
