Transforming lives through Service, Technology and Philanthropy
A little about us
We are a managed service provider that supports multiple customers' IT infrastructure, from the Service Desk and Engineering teams to 24x7 NOC/SOC monitoring. Our true end-to-end solution significantly impacts our clients' top and bottom lines.
Our Philosophy
Our organization is built on strong relationships. We are committed to family, trust, creativity, kindness, generosity, community, personal and professional balance. Our environment is built on growth and sustainable success through leadership, philanthropy and innovation. We support a culture which makes an impact in both business and community.
Job Summary
We are looking for a roll up your sleeves and get things done IT Manager to oversee the Service Desk and Engineering teams; who cares about supporting our customers, and developing a strong technical team. We need someone who is passionate about what we do and committed to transforming how IT is delivered to non-profits and mid-market organizations.
Requirements
5+ years of IT leadership with experience managing a team of 10+ people
History supporting both Service Desk and Engineering customer-facing teams, ensuring timely resolution within SLA's; previous IT managed service or consulting experience preferred.
Strong technical acumen, able to translate complex technical topics to nontechnical audience.
Strong experience with Microsoft products; Azure, Entra ID, AD, Purview, Defender, Sentinel, Intune, Exchange, O365.
Familiar with networking; firewalls, switches, DNS, VPN.
Excels at IT diagnostics and troubleshooting - asks specific questions to rule out common errors, and provides creative technical solutions.
Dynamic leadership skills creating a fun, supportive, thriving culture.
Organizational operational competencies, ITIL, ITSM, and project management skills to deliver projects and optimize processes.
Ability to effectively prioritize multiple customers' requests and deliver quality service.
Effective change management to properly plan, minimize risks, and ensure successful implementation of changes.
Expert in Quality Monitoring and Ticket Management.
Responsibilities
Develop people, processes, and technology to optimize customer service delivery.
Support the Service Desk and Engineering teams
Ticket queue management and quality monitoring
Creates detailed processes and procedures, setting clear expectations for the teams.
Analyze and drive continuous improvement initiatives.
Support the PMO, ensuring technical projects are delivered on time.
Manage Knowledge Base articles and facilitate technical trainings as needed.
Update and maintain technical documentation.
Incident Response and Major Outage Notifications
Work closely with stakeholders to understand their technical needs and address any concerns.
Champion a customer-centric approach across the organization.
Evaluate new technologies and recommend strategic investments.
Drive automation initiatives to enhance service delivery.
Ensures a secure and resilient environment, taking proactive measures to protect and regularly audit security practices, staying vigilant across the organization.
Implement best practices and oversee managing multiple infrastructures.
Other Important Skills
Communication and Customer Service
Customer first attitude, kind, calming, in control, Aligned with our Core Values and Our Mission
Excellent understanding of client perception
Great at collaborating with customers and internal teams
Able to communicate with technical and non-technical people
Understands the nuance and art of positioning a message to customers
Constantly innovates
Constantly bring new ideas to improve service center processes, procedures, and services
Sense of humor
Leadership
Not afraid to make mistakes and learn from them
Exhibits positive emotional intelligence
Excellent team builder
Ability to teach and mentor
Excellent at relationship building
Honesty and integrity
Organizational
Creative thinker
Strong decision-making skills
Excellent with delegation and prioritization
Excellent with planning and setting goals
Excellent with Policy and Process enforcement
Effective communication based upon situational assessment
If you possess these skills and are looking for a challenging and rewarding opportunity as an IT Manager, we invite you to apply.
Job Type: Full-time
Pay: $80,000.00 - $100,000.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Experience level:
5 years
Schedule:
Monday to Friday
On call
Work Location: Remote
Employment type
Full-time
Referrals increase your chances of interviewing at AGILIANT by 2x