IT Manager - PH

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 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 an ITIL version 3 or 4 certification
• 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

NOTE: This is a remote (work from home) job.