Under the direction of the Director of Information Technology, responsible for the day-to-day oversight of IT Department personnel, support requests, operational practices and procedures, networks, systems, and devices, with a high emphasis on security and customer service. Candidate should have familiarity with tools like Google workspace, Box, Ring Central and CrowdStrike.
Overview:
● Ensures effective day-to-day operations of the IT Department. Works in collaboration with the Director of Information Technology to support department staff and services.
● Assists with systems and network administration, systems implementations and integrations, and IT security initiatives.
● Tier III escalation point for IT support requests.
● Manages department documentation.
IT Support Management:
● Oversees the volume, accuracy, and quality of support provided by helpdesk agents, support technicians, and other IT Department support personnel.
● Strives to make sure that IT support requests are handled in an effective, efficient, and professional manner, with a strong emphasis on customer service and relationship building.
● In collaboration with the Director of Information Technology, assists with developing and refining KPIs and other metrics related to IT support. Works with support personnel to make sure they are meeting or exceeding performance requirements.
● Acts as technology expert escalation point for IT support requests.
● Acts as the primary contact for, and provider of, executive IT support.
Network and Systems Administration:
● Assists with the implementation, enhancements, maintenance, security, and overall management of the company’s networks and enterprise IT systems.
● Periodically audits networks and systems to ensure they are configured and performing in an optimal manner, in accordance with industry best practices and company business objectives.
● Manages documentation of IT networks and systems, to ensure their functions, processes, and workflows are properly documented, and the documentation is clear, accurate, detailed, and up to date.
Device Management:
● Responsible for overseeing the maintenance, security, enhancements, and overall functionality of the company’s MDM system.
