IT Systems Manager

$123,000 - $140,000 / annually

At Corovan, we continue to grow on the momentum of a great reputation. Corovan has a proven track record for excellence and continually exceeding industry standards. Corovan is a privately held company with a management team that genuinely cares about their employees. Our values include growth, customer service, continual improvement, and employee development. We work with Fortune 500 clients and have continual demands to update our technology to match our customer requests.

Reporting to the Director of IT (DIT), the IT Systems Manager is responsible for information technology infrastructure and shared services, including all data center, physical and virtual servers, security, storage and backup infrastructure, server, local area and wide area networks (LAN/WAN), and all telecommunications equipment.

This position is responsible for IT infrastructure to ensure it runs efficiently, securely and aligns with business goals overall systems management to include managing hardware and software to handling security, performance, and user requests, ultimately ensuring business productivity and stability. This position will ensure effective utilization of IT Infrastructure and applications to enhance system performance and limit downtime. Makes recommendations for purchases of hardware, software, and communications for current and future system needs. Directs testing and develops procedures for incident and problem management, disaster recovery, and network and system changes. Reviews project feasibility studies, confers with management to prioritize projects, and prepares progress reports regarding project development initiatives.

This position will act as a player and coach, with hands-on expertise and system-level responsibility for developing and implementing strategies to improve employee engagement to foster a positive work environment for their direct reports. Although this role is managerial, successful candidates are subject matter experts and able to provide hands-on support for all IT initiatives and projects.

This position will also have the responsibility to assist with strategies developed to improve employee engagement to foster a positive work environment for their team.  In addition, this position is responsible to train staff to ensure quality work is performed, and most importantly, responsible to ensure the customer’s complete satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

People Management:

• As a working manager, lead the IT Infrastructure team of 2 direct reports and 3 indirect reports to perform daily functions.
• Provides leadership and supervision to IT Infrastructure team, ensuring that appropriate skilled resources are in place to meet company’s goals and objectives. Responsibilities include training employees, planning, assigning, and directing work.
• Develop performance standards to measure and give feedback to each employee and provide annual performance reviews to each team member including providing any necessary coaching and counseling.
• Takes the lead in interviewing, hiring, training, scheduling and coaching employees directly accountable to his/her/their position and to maintain the highest possible level of employee morale and department productivity with input from IT Director.
• Manager timekeeping system approvals to ensure payroll and timesheets are accurate for their direct reports and manage exceptions.
• Organizes and oversees the schedules of employees.
• Partners with Human Resources to handle discipline and termination of employees in accordance with company policy.
• Update quarterly department OKR goals in the goal management program. Act as a catalyst for change and improvement in performance and quality utilizing Six Sigma methodology. Ensure established policies and procedures are adhered to in accordance with company procedures and guidelines.
• Proactively engage team to promote a positive work environment, by developing and implementing engagement plans to retain high-performing employees.
• Lead and align the culture of the department with the overall company strategy and structure.

Technical Infrastructure and Systems Leadership:

• Oversee and provide senior technical support and leadership, including maintaining 24x7 reliable industry best-practice standards for workstation, server, network, telephony, and application support while delivering quality customer service.
• Manages the day-to-day service desk workload and priorities of existing and new tickets, requests, and projects against available resources and expected service level agreements.
• Assist with the design, architecture, analysis, implementation, modification, testing, proactive maintenance, and upgrades of hardware and business applications at both on-site and remote locations.
• Responsible for managing the disaster recovery operations and testing, as well as managing system performance, security, anti-virus, intrusion, web usage/monitoring, design, and acquisition of servers, computers, and connected devices. Monitor and perform data backups and ensure backups are reliable and recoverable.
• Spearheads and completes any security and compliancy initiatives including the continued certification of annual SOC, PCI, HIPAA audit efforts.
• Ensure useful system documentation and change management reports are properly approved, fulfilled, and documented, and potential enterprise risks mitigated.
• Monitor infrastructure and components, including all servers and workstations, and recommend and implement improvements to availability, performance and security. Participate in any security incident response and investigation.
• Design, modify, enhance, test, and implement standard configurations for deployment of workstations, servers, and network components and client software. Utilize scripts for efficient deployment.
• Recommend, schedule, test, and validate deployment of patches, security updates, and other upgrades to servers, workstations, and network components. Monitor provider websites to ensure patches are tested and applied in a timely fashion.
• Managers the procurement and inventory of all equipment, hardware, software and supplies.
• Participate in weekly on-call rotation for after-hours emergencies.

Systems Management - Strategic Planning and Project Management:

• Collaborate with DIT and application business owners to support existing systems and to design and implement new solutions to meet changing business needs.
• Collaborate with the DIT to perform strategic planning, cost analysis, project planning, gather business requirements, and organize IT resources.
• Provides support for the design, development and implementation of new IT infrastructure and video surveillance systems.
• Lead and support the integration of AI-driven tools and platforms into the company to enhance operational efficiency.

• Assist in building relationships with vendors and creating cost-efficient contracts.
• Develop and implement IT policies and procedures, including those for architecture, security, disaster recovery, business continuity, data loss prevention, standards, purchasing, and service provision.

• Routinely review the steps taken in projects and problem resolutions in complete technical detail with team members and upper management as needed.
• Partners with the software development team to ensure a scalable and high availability and performance architecture.

Customer Relations:

• Act as point contact person for all IT escalation issues and resolve them in a timely manner. Must be courteous, helpful, and professional to all existing and potential customers, by interacting with customers in person and via telephone, fax, and email to ensure complete customer satisfaction in all matters related to the operation.
• Maintain professionalism and excellent customer service with customers, vendors, sales, transportation, and operation teams to establish solid relationships and promote company’s values and expectations.
• Respond to incoming help desk tickets, emails and phone calls.  Ensure help desk tickets are created for all user support requests. Resolve help desk tickets. Log time worked for all help desk tickets for KPIs. 

Training:

• Participate in Six Sigma projects, as required to improve processes and efficiencies.
• Assist with training and developmental needs of the IT team and provide training as needed.
• Promote Corovan’s Mission and Vision Statements.
• Continuously promotes compliance with company policies and procedures.
• Assist in educating and training all staff members on best-practices of IT software and systems.

Other Duties:

• Other duties to meet business needs and requirements as assigned.
• Ensure the highest standards of safety, productivity and customer service are exceeded daily.
• Works with confidential data, which, if disclosed, might have significant internal or external effect.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

COMPETENCIES:

1. CUSTOMER SERVICE – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
2. TEAMWORK – Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. Flexibility and high performance in a team environment.
3. LEADERSHIP - Strong interpersonal, leadership, and infrastructure skills.
4. ORGANIZATION SKILLS – Organization skills with ability to juggle multiple assignments and tasks, including attention to details, and the ability to prioritize in a changing environment. Excellent time management skills.
5. INTERPERSONAL SKILLS – Strong interpersonal (verbal and written) communication skills, positive attitude, flexibility, and an eagerness to learn new things.
6. LANGUAGE SKILLS – Ability to read and interpret documents written in English such as manuals, procedures, and work instructions. Ability to effectively communicate well with customers and coworkers.
7. MATHEMATICAL SKILLS – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
8. REASONING ABILITY – Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
9. COMMUNICATION SKILLS – Ability to effectively communicate with potentially stressful and/or emotional situations. Outstanding customer-oriented skills.
10. OTHER SKILLS:

• • Exceptional problem solving and decision-making skills.
  • Ability to multitasking and able to meet deadlines.
  • Project and team management/leadership skills and experience.
  • Proven ability to work effectively in a team environment with associates. Capability of effective planning and priority setting.
  • Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
  • Excellent analytical ability.
  • Must be detail oriented.
  • Familiarity with six-sigma or other quality improvement processes.
  • Extensive experience performing root cause analysis
  • Basic understanding of project management principles.
  • Strong troubleshooting/problem solving/resolution skills and demonstrated resourcefulness
  • Good writing skills are extremely important to prepare reports, documentation, and communicate in written form to clients/users/vendors
  • Must be able to reliably follow documented procedures
  • Ability to work under pressure of deadlines of short-term objectives while not losing sight of long-term goals.
  • Able to work independently.
  • Comfortable working with customers as well as sales, accounting and other departments. 

• Requires effective decision-making skills for handling customer and teammate escalations.  Calm, thoughtful response capability that displays the ability to treat everyone with respect and arrive at win-win solutions.
• Ability to learn and understand the business model, and make suggestions in processes, procedures, and operations to improve branch and team effectiveness.
• Ability to handle and safeguard sensitive and confidential information required.

EDUCATION and/or EXPERIENCE:

Required:

• BA/BS degree or equivalent training in IT, computer science, computer engineering or other related fields; or a combination of education and experience.
• ·Minimum of five (5) years of proven experience managing Windows servers, software, and hardware in environments with 500 employees.
• Prior experience in an IT leadership role, overseeing an IT service desk supporting iOS/Android mobile devices, Windows servers, software, and hardware.
• IT Certifications such as MCSE, Server , AWS, CCNA; or 5 years’ experience.
• Expert in enterprise Active Directory, Group Policy, PowerShell, SSO, MDM, Apple/iOS, Remote Desktop, virtualization, cloud service providers, Microsoft 365, SQL Server, IIS, and WSUS deployments.
• Strong knowledge of enterprise applications (ERP, CRM, etc.) including Dynamics GP.
• Demonstrated experience implementing or managing AI/ML technologies.
• Proficient in supporting custom and highly-configured applications.
• In-depth knowledge of networking, software and hardware involved in LAN/WAN operations.
• Ability to administer control measures for security, antivirus and spam.
• Proficient in MS Office applications.
• Valid California driver’s license and driving record that meets the company’s insurance carrier requirements.

Preferred:

• Service industry experience highly desirable. 
• Experience with process improvement teams.

PRIMARY LOCATION:

San Diego.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individuals are required to be able to sit or stand for long periods as needed throughout the day.

1. Walking: May require walking primarily on a level surface but may include walking on uneven or inclined surfaces for lengthy periods throughout the day, often up and down stairs.
2. Handling: Seizes, helps, or works with hands.
3. Lifting: Proper lifting techniques required. May include lifting up to 50 pounds, and pushing or pulling up to 50 pounds throughout the day.
4. Reaching: Extends hands and arms in any direction, reaching above shoulder heights, below the waist or lifting as required.
5. Standing: Remains in standing position if required to perform various functions of the job.
6. Stooping: Bends body downward and forward by bending at knees or waist.
7. Vision: Reads paperwork and records on the computer.
8. Talking: Communications by phone and in person.
9. Sitting: Required to sit at desk. Sit for long periods of time.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This list is not all inclusive.

1.     Temp/Weather: Works in either 1) Office environment – for the most part ambient room temperatures, lighting, and traditional office equipment, or 2) Warehouse – may be exposed to cold temperature, or 3) Outside – may be exposed to wet and/or humid conditions, outside weather conditions and extreme cold.

2.     Noise: Works in office, warehouse or outside environment, with constant or intermittent noise.

As the company grows, it may be necessary to rearrange/move cubicles at any time at the sole discretion of the company.

POSITION TYPE/EXPECTED HOURS OF WORK:

1.     This is a full-time, exempt position.

2.     Employees may be required to work late evenings or weekends depending on the business needs.

3.     This position is required to be in office in Poway.

TRAVEL:

Monthly travel to company and/or customer sites in Orange County and the Bay area will be required.

AAP/EEO STATEMENT:

The Company provides equal employment opportunities to all employees and applicants for employment activities and prohibits discrimination and harassment of any type, based on their actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age (40 and over), sexual orientation, Civil Air Patrol status, military and veteran status and any other consideration protected by federal, state or local law (collectively referred to as "protected characteristics").

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

REASONABLE ACCOMMODATIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Salary : $123,000 - $140,000