ITaaS Director

Austin, TX

Part Time

Pandoblox

Manager/Supervisor

ABOUT THE ROLE:

The ITaaS Director 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 part-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.
Oversight of 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 to inform decision making.
Be the bridge between MSP partners for tier 1 and 2 support and our clients. Serving as the outsourced IT manager to help with escalations and troubleshooting.
Escalation point to carrier and cloud partners we help implement and support for clients.
Identifies staffing needs and works with the recruitment team to pursue targets.
Maintains familiarity with current and upcoming IT equipment, services, and other developments.
Perform root cause analysis of infrastructure problems and develop resolution and prevention plans.
Other duties as assigned or needed

REQUIREMENTS:

On day one, we'll expect you to...

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 8+ years of IT service experience
Have 5+ years of IT supervisory experience
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
Authorized to work in the US for any employer
Be open to a part-time, contract opportunity

NOTE:

This is a remote (work from home) opportunity.

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