POSITION SUMMARY

The Onsite IT Manager is responsible for proactively managing a specific single client’s IT ecosystems. This position will be the single point of accountability for the clients’ IT supported by centrexIT. The Onsite IT Manager will directly manage a dedicated onsite team and act as an escalation resource for the onsite team. IT infrastructure reliability, security, and performance monitoring are critical to our clients’ ability to successfully operate. The Onsite IT Manager is responsible for the management of business-critical systems, including the prevention of service interruptions or outages, and quickly resolving ongoing issues

ROLES AND RESPONSIBILITES (Include the following but are not limited to)

Implementing and maintaining a productive and proactive IT environment.
Implementing and maintaining onsite hours and availability at customer site, providing schedule to client management, CIT dedicated onsite team, and CIT Management.
Completing a quarterly best practices assessment.
Act as the subject matter expert for all client Primary Business Applications (PBAs), networks, and business IT objectives.
Manage and review ongoing client IT initiatives, providing consistent analysis to all systems and processes and provide the client feedback when there is an opportunity for improvement.
Capture time and events during IT incidents and changes and act as the single point of accountability and coordination between CIT teams to ensure resolution.
Create Problem tickets and review CAPA’s for all major incidents to prevent future incidents.
Provide client quarterly evidence of system restores in accordance with Backup SOP.
Create regular compliance testing plans.
Review and approve all managed client Change Controls.
Act as the liaison between client and centrexIT Teams.
Manage applicable support agreements and warranty renewals
Provide continuous improvement through up-to-date IT documentation, processes, and training to enhance client and team experience.
Manage client ticket board and report ticket counts and status on a regular basis, providing insight and analysis on trends, patterns, and outliers to ensure tickets are meeting priority and response standards and guiding improvement and initiative conversations.
Respond promptly and professionally with clients and fellow team members, keeping commitments or resetting expectations when necessary.
Practice authentic open communication with internal team and client to ensure breakdowns are acknowledged and addressed in a timely manner and work towards a shared outcome ensuring the best possible client/user experience.
Report on defined team KPI’s.
Directly manage centrexIT dedicated onsite team; approving time cards and time off requests (HRS & ITSM), resource planning, team mentorship and development, training, etc.
Act as dedicated onsite team direct point of technical escalation, as well as scheduling to ensure coverage provided to customer sites at all contractually determined times.
Be available to act as a point of escalation on nights and weekends for client technical issues.
Performs other duties as assigned

STANDARDS FOR SUCCESS

Accounts for 100% of time worked by documenting in centrexIT PSA
Maintains 98% client satisfaction rating
Timely response to concerns and breakdowns
Accurate client documentation. Responsible for ensuring all client documentation is up to date and available to all centrexIT teams.
On time completion of quarterly client review
Ensure all client initiatives are completed on-time
Reduction of client reactive hours each month through technical alignment, documentation improvements, projects, or other ancillary improvements.
Ensures clients’ tickets are being responded to, resolved, and followed up on within CIT standards.
Embodies centrexIT’s core values of “Do IT with C.L.A.S.S.” (Care, Leadership, Accountability, Service, and Speed)

QUALIFICATIONS AND REQUIREMENTS

Firm grasp on IT infrastructure, operations best practices, and ITIL framework.
Proven in-depth knowledge of information technology systems and strategy, information technology security as well as Microsoft Windows Server, Exchange, Active Directory, Microsoft 365, VoIP phone systems, network administration, server virtualization (VMware), Cisco/Meraki controllers, switches, access points, and firewalls.
Disaster recovery and business continuity planning, including data backup and verification testing.
Strong critical thinking and decision-makings kills.
Ability to prioritize numerous tasks simultaneously.
Strong business acumen.
Excellent communication and interpersonal skills.
Ability to assess and manage tasks and adapt to changes in priority quickly.
Self-motivated with the ability to work in a fast-moving environment.
Ability to manage own time, often unsupervised, and manage a team, providing goals and milestones which can be reported to the client.
Valid driver’s license and reliable transportation.

EDUCATION AND EXPERIENCE

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience
5+ years working in a fast-paced IT environment, including 2+ years in a management or lead role
ITIL Foundation certification a plus
CompTIA A+/N+ stronglypreferred
Microsoft certification a plus (MCP, MOS, MCSE)

Why will you love it here?

centrexIT helps small to medium-sized businesses focus on their success by providing a value-driven and transparent IT experience. Our interactions, both with our clients and with each other, are driven by our core values of C.L.A.S.S.: Care, Leadership, Accountability, Service, and Speed. Our commitment to consistently providing excellent customer service and quality has defined us as the leading managed IT services provider in Southern California.

We take pride in our culture, the services we provide to our clients, and our team. What do we want for our team? A workplace environment that focuses on the support of personal and professional development, where accomplishments are widely recognized, and all people treat each other with respect and commitment to one another’s success. If this sounds like a good fit for you, we’d love to chat.

What do we offer?

An employee stock ownership plan

401(k) with Employer Match

Continuous Training and Career Development

Medical, Dental, Vision and Life Insurance

Supplemental Insurance

Flexible use of SICK and PTO

Employee Assistance Program (EAP)

Monthly Cell Phone and Internet Stipends

REASONABLE ACCOMMODATIONS STATEMENT

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

centrexIT

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