IT Manager

  • Guideline
  • San Mateo, CA, USA
  • Sep 13, 2018
Full time Information Technology

Job Description

We are looking for a hands-on IT Manager to oversee the operations of our IT functions, ensuring business and service level objectives. The IT Manager will maintain and support all technology services and hardware in a 24/7/365 environment. You MUST have experience in managing OSX.

Specific Responsibilities:

Overall Position Duties

  • Document system design and interworking.
  • Manage third party vendors, service providers and consultants, ensuring compliance to contractual obligations and SLA's
  • On Call and weekend emergency support of 24/7 operations
  • Maintain, troubleshoot and repair data and telecom infrastucture, circuits and hardware.
  • Works closely with internal decision makers while leveraging outside partners
  • Manages IT contracts, and ensures SLA’s are adhered to.
Operational Management

  • Responsible for emergency support and responding to outages and emergencies in a 24/7/365 environment. Will be on-call for said emergencies 24/7, must be able to remotely or be onsite to troubleshoot and resolve any emergency issues.
  • Hands-on deployment, maintenance, upgrade, and support of all IT systems, including servers, Laptops, operating systems, hardware, software.
  • Management of our telephony environment including 3CX PBX systems, fiber circuits
  • Evaluation, management, and training of products.
  • Practice asset management for IT hardware, software, and equipment.
  • Manage financial aspects including budgeting and purchasing. Develop business case justifications and cost/benefits analyses for IT spending and initiatives.
  • Maintain DR plan and documentation, and carry out periodic testing.
  • Benchmark, analyze, report on, and make recommendations for the improvement and growth of the IT infrastructure/systems, and IT service providers.
  • Establish and maintain regular written and in-person communications with the organization’s leadership, department heads, and end users regarding pertinent IT activities.
  • Maintain current documentation of policies, systems, passwords, and architecture.
  • Perform research on potential technology solutions.
Project Management

  • Define project scope, goals and deliverables that support business goals in collaboration with management and stakeholders.
  • Define project success criteria and disseminate them to involved parties throughout project life cycle.
  • Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
  • Develop full-scale project plans, timelines and milestones.
Vendor Management

  • Manage vendor deliverables and SLA’s for IT consultants, telecom service providers, multiple ISP and Circuit Providers.
  • Build, develop, and grow business relationships vital to the success of the IT department.
End user support

  • Hands-on desktop support for onsite and remote users in a 100% OSX environment, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Manage the processing of incoming requests to the Help Desk to ensure timely and effective resolution of end user issues.
  • Assess need for any system re-configurations (minor or significant) based on request trends and make recommendations.
  • Identify, recommend, develop, and implement end user training programs to increase self-sufficiency.

Desired Skills and Experience

Knowledge & Experience

  • "Apple Genius" (bonus)
  • Extensive desktop support (100% OSX), telecom and network management preferred.
  • Experience in IT infrastructure planning and development and ability to conduct and direct research into IT issues and products
  • Proven experience in Apple OSX environment, MDM, Jamf etc.
  • Experience and patience in training others concerning technical matters
  • Strong technical knowledge of network architecture including DNS, IP routing/switching, IP telephony, fiber optics, firewalls.
  • Proven analytical and problem-solving abilities
  • OSX and Linux(a plus)
Personal attributes
  • Highly self-motivated and self-directed
  • Performs well in an operational environment (hands-on)
  • Responsible, and takes responsibility and ownership
  • Rigorous self-directed processes related planning, managing multiple tasks, project management, and vendor management
  • Extremely high level of attention to detail
  • Derives satisfaction from delivering solutions to users
  • Ability to present ideas in a business-friendly and user-friendly language
  • Desire to be a part of a team and work in a collaborative environment
  • Strong interpersonal skills
  • Ability to conduct and direct research into IT issues and technologies
  • Flexible during times of change
  • Customer service orientation
  • Ability to travel, we have a remote office in Maine.
  • Ability to pass background and credit check for employment