We are excited to announce we are hiring a new IT Manager to manage one of our clients in Corpus Christi, Texas! 

Position Summary

The IT Manager plays a critical role in ensuring the quality and experience of service that we provide to our managed services customers. S/he provides leadership to a team of Consultants and directs managed services best practices that are efficient, effective, and meet good business principles. In collaboration with Centre’s Director of Managed Services, s/he determines the appropriate team skills, processes, resources, and tools necessary and is accountable for the quality of our Managed Services delivery team’s work. S/he also drives continuous improvement to the quality of services and innovative delivery models. S/he also serves as a key member of the Centre Management Team and is expected to facilitate overall business planning, prioritization, and collaboration.

Essential Duties and Responsibilities

• Benchmark, analyze, report on, and make recommendations for the improvement and growth of the Managed Services infrastructure and systems.
• Manage financial aspects of the Managed Services Department, including purchasing, budgeting, and budget review.
• Service Desk and Operations delivery methodology innovation leveraging social, self-service and other automated ways to provide highly responsive managed services.
• Provide evidence or proof of process and methodology via customer documentation and auditable standards.
• Develop and maintain monthly and quarterly Service Desk and Operations business and performance review meeting templates.
• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all Managed Services systems, including servers, PCs, operating systems, hardware, software, and peripherals.
• Ownership and continuous improvement of Centre’s Managed Services delivery toolset.
• Develop and maintain Managed Services billing processes.
• Maintain repository of Centre’s Managed Services guidelines, processes and templates.
• Responsible for driving new and existing business and assisting with presales opportunities.
• Responsible for maintaining Quality, Security, Compliance, and Assurance for all Managed Services clients.
• Manage the Managed Services staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
• Encourage and maintain proactive client management.
• Ticket Escalation & Critical Issue Management.
• Maintain and exceed client SLA’s.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Ensure communication of escalated issues to customers: keep them informed of progress, and notify them of impending changes or agreed outages, etc.
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
• Assist the managed services team in design and development tasks.
• Review and approve the managed services team’s time and expenses sheets in ConnectWise
• Enter all work as activities, service tickets, or project tickets into ConnectWise.

Education/Experience/Certifications

• Bachelor’s Degree required
• 5 years of hands-on leadership experience
• Must possess excellent knowledge and experience using Microsoft Word, Microsoft Office, Excel, and Access
  • Windows 8/10
  • Windows Server 2012/2016
  • Microsoft Windows Administration tools (AD Users and Computers, DHCP, DNS, Group Policy, Sites andServices, etc.)
  • Microsoft Active Directory (Architect, Implementations, Migrations)
  • Microsoft Exchange (Architect, Implementations, Migrations)
  • Citrix Technologies (Architect, Implementations, Migrations)
    • XenServer
    • XenApp
    • XenDesktop
    • Web Interface
    • Secure/Access Gateway
    • NetScaler & WANScaler
  • Backup / DR strategies (Architect, Implementation and Administration)
  • Systems Upgrades including security patch management
  • Monitoring of system utilization and application performance
  • Understanding of network infrastructures and troubleshooting various networking protocols including but not limited to TCP/IP, DNS, DHCP, etc.
  • Experience with various network hardware systems such as but not limited to Cisco Switches, Cisco ASA,HP ProCurve, Sonicwall, Fortigate
  • Experience with various Enterprise level server hardware such as but not limited to Dell PowerEdge servers, HP ProLiant Blade servers, Cisco UCS servers, etc
  • Experience with Enterprise Storage solutions such as but not limited to ExaGrid, Compellent

Work Environment and Physical Demands

• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

• Occasional lifting (up to 10 pounds and occasionally lift and/or move up to 50 pounds) may be required
• Reasonable accommodations can be made to enable individuals with disabilities/injuries to perform the essential functions of this role.
• The noise level in the work environment is moderate
• Some regional travel and frequent local travel required.