About the Company:
The IT Manager supports all business lines in the Region (USA and Canada), acting as central IT’s representative to ensure alignment with key initiatives. This position supports day-to-day IT functions and the maintenance of infrastructure throughout the Region. This is a stand-alone role where you will be responsible for all IT activities for the USA and Canada and will report to the Service Desk Manager in the UK.
About the Role: Office based with travel
The ideal candidate will have a wealth of experience tackling various hardware and software problems. They should be comfortable providing technology solutions to employees and working closely with third party software companies to adopt new technologies and efficiently use existing ones. This candidate should have prior experience working with information technology and understand the latest technology trends to ensure the technology in place is up to date.
Responsibilities:
- Strategy and Planning
- Work alongside central IT in the UK to achieve strategic IT goals
- Analyze trends to prevent recurring issues
- Alert central IT management to emerging trends, major incidents and problems
- Maintain open and regular communication with central IT management
- Operational Management
- Provide high-quality IT support as the Regional point of contact
- Cover first and second-line support levels
- Record, track, and document the incident-solving process, including all successful and unsuccessful decisions made and actions taken through to the final resolution
- Communicate with end users professionally to triage and troubleshoot issues as they arise
- Maintain core business systems, working closely with central IT
- Adhere to SLAs provided by the Service Desk Manager
- Support problem identification and resolution
- Coordinate with Technical Authors to ensure repeat problems/requests are documented
- Participate in supporting and monitoring IT Security’s response to incidents
- Provide out-of-hours business critical support (i.e. emergency outage response or anything
- Regular travel to other USA and Canada offices
- Occasional travel to the UK
Qualifications:
Required Qualifications (Brief description of the educational background needed to perform the job)
- High school diploma or equivalent required
- College degree preferred, but will consider relevant work experience or technical training in lieu of a degree
Required Skills:
- Four or more years in a similar role with proven experience in IT Support and systems administration
- Demonstrable experience managing stakeholder expectations
- Experience using Asana and ITSM Software such as Halo ITSM or Freshservice
- Google Workspace (Gmail, Google Chat, Google Doc) is preferred, but equivalent experience with Office 365 will be considered
- Experience working with Windows environments (Windows 10, 11, Server)
- Experience working with and troubleshooting various network technologies
- Android Mobile and Apple iOS experience
- Microsoft Office 2016, 2019, and 365
- Mitel VOIP or equivalent phone systems
- Experience using Mobile Device Management Solutions such as AirWatch
- Windows 10/11 Deployment (Intune/AutoPilot/SCCM/WDS)
- Knowledge of CItrix, VMWare, or CIsco / Meraki Technologies (advantageous)
- Understand IT Security best practices in general and those pertinent to the North American entities
Preferred Skills:
ITIL qualified
Pay range and compensation package:
Attractive salary
Equal Opportunity Statement:
Ascent People is acting as an employment agency for this role. Applicants from all ages and backgrounds will be considered.
