Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

Team Management: Oversee and manage both the help desk and IT operations teams to ensure efficient and effective service delivery. Develop and enforce policies and procedures that enhance service quality and operational performance. Implement and monitor performance metrics for both teams to ensure high levels of customer satisfaction and operational efficiency.

Policy and Procedure DevelopmentAssist the VP of IT in developing and implementing IT policies and procedures that align with the company’s objectives. Ensure compliance with industry standards, legal regulations, and company policies.

IT Operations: Manage daily IT operations to ensure system integrity, security, and availability. Oversee network infrastructure, server maintenance, and other core IT services. Lead efforts to improve operational processes and optimize IT resources.

Help Desk Management: Ensure timely and effective resolution of IT issues and requests. Foster a customer-focused culture within the help desk team to enhance user experience.

Strategic Planning and Implementation: Identify opportunities for IT enhancements and optimization. Make recommendations for technology investments that drive business success and improve operational efficiency. Collaborate with stakeholders to prioritize and implement IT projects that support business growth.

Vendor and Asset Management: Manage relationships with IT vendors to ensure cost-effective purchasing and maintenance of IT equipment and software. Oversee the management and tracking of IT assets, ensuring accuracy and accountability.

Team Leadership and Development: Provide leadership, mentoring, and development opportunities for the IT operations and help desk teams. Foster a collaborative and innovative team culture to ensure continuous improvement and growth.

Budget Management: Assist in the preparation and management of the IT budget, ensuring cost-effectiveness and alignment with strategic goals. Analyze and forecast IT costs, providing insights and recommendations to the Vice President of IT.

QUALIFICATIONS

Education and Experience:

• Bachelor’s Degree from an accredited college or university in Computer Science, Information Technology or a related field.

• ITIL (Information Technology Infrastructure Library) certification preferred.

• Five years of relevant IT support work experience

• Three years managing direct reports

Required Skills/Abilities:

• Advanced computer skills. Proficiency in Microsoft Suite (Work, Excel, PowerPoint).

• Knowledge of various operating systems, security access, operations security, and database services.

• Knowledge and understanding of enterprise, network, systems/endpoint, application and data protection issues and security risks.

• Well-developed leadership skills in a matrix organization structure.

• Ability to work effectively within a culturally diverse environment.

• Ability to understand and lead technical resources.

• Ability to work independently and with a high degree of professionalism. 

• Naturally curious, self-driven and motivated to meet goals and objectives.

• Strong communication, organizational, and listening skills.

• Ability to work in a fast-paced environment on deadline and with variable hours.

• Solid time management, organization, and prioritization skills

• Flexible, open to the evolution of processes and new information; adapts behavior and work methods accordingly.

PHYSICAL AND MENTAL DEMANDS

While performing the duties of this job, the employee is:

1. Regularly required to sit and talk or hear, and rely on close vision, depth perception and ability to adjust focus
2. Occasionally required to stand, walk, and carry up to 25 lbs.
3. Occasionally required to work extended hours
4. Frequently required to write with prolonged use of keyboard
5. Frequently required to meet multiple demands from several people
6. Reports to work on a regular basis and is absent only for reasons of illness, emergency or other approved leaves.

WORK ENVIRONMENT

Work is performed in the office, with hybrid availability of 1 to 2 days a week.

The noise level in the work environment is usually moderate.

Salary Range: $110,000 to $140,000