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 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

• 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 extensive Mac experience

• 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

• have a US citizenship
• be willing to take on a part-time, contract opportunity

• be willing to work on-site in Long Beach Ave., Los Angeles, CA