IT Services Manager

Description

• Oversee your Team’s Tickets, ensuring timely response and resolution of support requests and incidents within SLAs
• Implement and Document IT support policies/procedures/escalations that standardize routine service delivery and paths to fulfillment
• Manage and Update all regional IT Assets, Software, Documentation, Processes, Communications, Vendors, Credentials, and Technology Solutions
• Manage and maintain the budget associated with the role and provide monthly insights into spending to develop forecasting for the department
• Communicate with third-party vendors and managed services providers to address technical issues and escalate problems as necessary
• Regularly review the team’s performance, developing metrics that capture the effectiveness of your team, and continuously improve process and procedure to drive change within your team’s efficacy
• Manage and oversee a large Team of IT Support Staff both in/outside the NA Region
• Defining team goals and objectives that stretch and grow the members of your team by setting performance objectives and conduct regular performance reviews
• Identify areas for cross-training, development, and collective knowledge for the team
• Regularly send communications to region around implementations for IT Sub-Functions on global/regional initiatives and efforts
• Assist internal stakeholders on-site or remotely with technical support of hardware, software, applications, permissions, approvals, vendors, processes, and related technologies and procedures.
• Work proactively to verify that systems are working properly and follows-up as necessary after service calls or service requests to ensure resolution.
• Work with team members and other members of the global teams such as, infrastructure, security, cloud, and applications, teams to prioritize workload.
• Install, maintain, and update the software on company computers, including Microsoft Windows components, Microsoft Office components (including Outlook) and other products/solutions purchased for specific purposes.
• Assist the Network Administrators and/or network engineers in administrating LAN, WAN, and WLAN networks and perform routine network maintenance.
• Aid the Network Administrators or network engineers in maintaining detailed records of equipment and software. Aid in the documentation process.
• Install, maintain, and replace hardware components on company computers, including cleaning interior and exterior areas and peripherals.
• Prepares and re-allocate used hardware as directed; move computer equipment from one site to another. Maintain inventory of IT Assets.
• Assist in ensuring compliance with established company standards and policy regarding the use of technical resources.
• Assist in the Active Directory administration including adding and removing users, groups, printers and managing user permissions.
• Perform other duties as assigned.

• Bachelor’s degree in Computer related field is preferred.
• Eight (8) years of progressing roles/responsibilities in IT is required.
• Two (2) years of experience in managing an IT Support/Help Desk Team is required.
• Experience managing an IT Support/Help Desk Team on a 24x7 Schedule is required.
• Experience managing IT Resources in/outside 1 continental region.
• Experience working with Global Teams in multiple Time Zones.
• Experience working with a Managed Services Provider for daily resolution of issues.
• Experience supporting Active Directory, Azure Active Directory, Office 365, and Azure Environments
• Experience supporting Group Policies, Conditional Access Policies, Office 365 Licensing Capabilities, and On-Premises/Hybrid/Cloud based objects
• Experience with migrating solutions to a public cloud
• Experience using ITSM Solutions, Web-Based Active Directory Management, Security Encryption and DLP Solutions, MDM/MAM Solutions, Unified Endpoint Management solutions, PIM and PAM solutions, and different Telephony Solutions
• Experience performing Teams Voice Migrations
• Experience supporting Microsoft Windows OS, MS Office O365, Desktops, laptops, handheld scanners, printers and copiers is required.
• Relevant IT Technical Certifications, such as CCNA Certification, Microsoft Certified Professional (MCP), or ITIL Foundation is preferred.
• Great understanding of networking concepts including IP addressing, switching, routing, and basic firewall concepts is required.
• Familiarity with managing IT for the agriculture/manufacturing industry is a plus.
• Experience with general network troubleshooting TCP/IP, VPN, Switches, and Firewalls is required.
• Must possess a strong understanding of wireless connectivity and experience dealing with external ISP and telephone vendors.
• Must be a self-starter and able to work efficiently without direct supervision.
• Must work effectively in a team environment and with individuals at all levels of the organization.
• Proven ability to always display a professional and respectful demeanor is required.
• Ability and willingness to travel up to 25% of the time is required.
• Ability to work extended hours as required by the business during peak season, which could include weekends and holidays, is required.
• Ability to troubleshoot and problem-solve complex technical IT issues is required.
• Ability to maintain confidentiality of sensitive information is required.
• Excellent communication skills, both verbal and written, are required.