Position Overview

The IT Services Manager oversees and directs the day-to-day activities of an organization’s Information Technology department ensuring that systems, services, and infrastructure work reliably and securely. In addition, continuously review and improve DevOps processes, procedures, and automation.

Essential Job Functions

• Manage all aspects of IT services related to the identification, implementation, operationalization and support of information and functional systems for the organization.
• Responsible for management of on-prem and cloud infrastructures and computing resources in compliance with company security policies.
• Manage security of information technology assets, data, network access, and backup systems.
• Oversee continual monitoring of all infrastructure processes and performance of key computing resources – includes creating and implementing a strategy to improve/advance monitoring capabilities (proactive alerts)

• Highly engaged with critical projects to ensure non-functional requirements are included (Availability, Security, Performance, Reliability, Compliance) Lead efforts associated with proactively sizing, budgeting and forecasting increased infrastructure plans – align to business growth and/or new technologies.

• Review and advance ITSM capabilities (Incident, Problem, Change, Release, Asset)
• Responsible for testing and updating of disaster recovery and business continuity plans.
• Supervise IT staff and motivate team members for high performance.
• Oversee service desk and delivery of technical support to on-site and remote employees.

• Establish and track KPIs for service desk and office automation operations.
• Manage third-party IT service suppliers.
• Assist with Quality Assurance efforts – specific focus on load/stress testing
• Ensure all processes and procedures are well documented – prepared for internal and/or external audits

• Other duties as assigned.

Requirements

• Bachelor’s degree required; Information Technology, Information Systems, Computer Science, or other technical disciplines preferred.
• 5 years’ experience in managing information technology projects; service desk operations; and direct experience with medium complexity web development projects required.
• 2 years supervisory experience leading IT staff.

Skills and Abilities

• Experience supporting cloud-based systems (Microsoft O365, D365/CRM, AD).
• Ability to communicate well in writing and verbally with all internal and external stakeholders.
• Strong analytical, problem solving, and quantitative abilities required.
• Confident self-starter who is comfortable with ambiguity and is very adaptable.
• Experienced leading and managing IT projects and implementation of IT infrastructure across various technologies.
• Familiar with Software Development LifeCyle & Agile Methodologies
• Demonstrated experience with DevOPs (and DevSecOps) implementations, monitoring and advancements. .
• Comfortable level of knowledge and experience with ITIL and ITSM
• Comfortable in a small team where each person has a variety of responsibilities and must adapt to the work at hand.

Work Environment

Family oriented small company culture where self-starters thrive.

This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.