Los Angeles, CA
About the Role
The Information Technology Manager directly oversees the Technology help desk, 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 full-time onsite role requires a broad collection of skills as well as specific industry expertise.
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
Oversight of 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 to inform decision making
Be the bridge between MSP partners for tier 1 and 2 support and our clients. Serving as the outsourced IT manager to help with escalations and troubleshooting.
Escalation point to carrier and cloud partners we help implement and support for clients.
Identifies staffing needs and works with the recruitment team to pursue targets
Maintains familiarity with current and upcoming IT equipment, services, and other developments
Perform root cause analysis of infrastructure problems and develop resolution and prevention plans
Expert knowledge of IT best practices, policies, and regulations
A clear understanding of client/server technology and network architecture
Understanding of a wide range of technologies covering Microsoft platforms, Cloud, email management, virtualization, shared storage, disaster recovery, remote access, and more
Solid understanding of cloud deployment and operations
Knowledge and significant experience with designing and implementing metrics and measurements
8+ years of IT service experience
5+ years of IT supervisory experience
Strong analytical skills, proven functional and technical analysis skills, professional client interaction.
Service awareness of all organization key IT services for which support is being provided
Strong teamwork, customer service, and interpersonal skills
Good communication, including writing, speaking, and active listening. Ability to communicate verbally and in writing with all levels of management and thrive in a cross-functional environment
Strong problem-solving and critical thinking skills
Ability to make sound decisions and solve complex business and technical issues. Advanced leadership and conflict management skills
Skill in strategic planning with an ability to think ahead
Skill in leading people and getting results with a strong client orientation
Excellent attention to detail
Proven success in leading a team and developing staff
Great project management skills, including organization, planning, time management, and prioritization
Willing to work on-site in client site.