Job description
ABOUT THE ROLE
The Information Technology Service Manager directly oversees the Technology Service Desk, 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, remote 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 conduct impact analyses in the overall service enhancement
- manage all aspects of the tier 1 and tier 2 organizational response of the Technical Operation Centers
- build, develop, and lead a 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 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 clients
- Identify staffing needs and work 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 and security 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 in technologies and security, 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, security, email management, virtualization, shared storage, disaster recovery, remote access, and more
- have a solid understanding of cloud deployment, migrations, and operations
- have knowledge and significant experience with designing and implementing metrics and KPI 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 the organization’s 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 skills in strategic planning with an ability to think ahead
- have skills 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 endpoint protection on the computer
- be a current resident of the Philippines and legally perform work from there
- be willing to work in US Pacific Time (8:00 am-5:00 pm PST) corresponding to 00:00 am -9:00 am PH time)
NOTE:
- This is a remote (work from home) job.
