Information Technology Services Manager

Job Title: IT Services Manager

Job Location: San Pedro/This is NOT a remote job

Job Category: System/Network

Job type: Full Time

Information Technology Services Manager

Strategic Service Solutions, Inc. (SSS) specializes in Managed IT Services for some of the largest container terminals on the west coast. Our customers rely on SSS to manage their critical IT infrastructure so they can focus on their vital business processes. We forge relationships and reduce the burden of IT management.

This position is the direct contact between the company, vendors and MQ customers for service, training, warranty repairs and technical parts matters. Generator, electrical, and mechanical troubleshooting skills are required.

Responsibilities

• Responsible for managing the day-to-day service operations in the assigned location, customer inquiries and reporting/monitoring of product issues in the field.
• Acts as a liaison with customers and Managers to identify technical problem areas within assigned product group, report on technical problems.
• Responsible for reporting customer contact information, service issues, local activity, call reports, through reporting CRM programs and Outlook.
• Responsible for developing and maintaining Authorized Service Center in assigned location.
• Responsible for warranty inspection, verification, and authorization in assigned location
• Assists in the development of training material for assigned products.
• Provides timely and accurate information to customers Managers and Vendors using assigned reporting system.
• Assists with creation and review process of service bulletins, FAQs, Parts/Ops manuals, PowerPoint and service instructions.
• Provide technical guidance, assistance, and training to internal and external customers as requested.
• Working knowledge of customers and market dynamics.
• Responsible for owning and maintaining traditional IT functions like software, hardware, storage, network, video cameras, optical character recognition, RTLS Technologies, Desktop applications, radio frequency identification, and other cutting-edge technologies.
  
  

Qualifications

• Must be a self-starter with the ability to schedule time effectively.
• Ability to create and maintain strong relationships.
• Must be willing to travel up to 60% - 80% of the time in assigned territory.
• Valid driver’s license with good driving record.
• TWIC Card
  
  

Requirements

• Minimum 7 years work experience in supporting Information Technology (IT) in a Container Terminal Environment
• Supervisory Experience (5 or more people)
• Willing to supervise staff on a 24/7 basis
• Willing to commute to the port of Los Angeles and/or Long Beach
• Willing to learn and adapt to new technologies
• Willing to work late shifts as necessary
• Willing to change schedules with as little as a 24-hour notice.
• Able to work efficiently and effectively with team members during heavy workloads
• Be detail-oriented, especially with documentation
• Prioritize and effectively resolve help desk tickets
• Able to climb up to 10 flights of stairs with up to 25 pounds of equipment and 30-foot ladders, safely and effectively work on elevated platforms up to 100 feet off the ground, work both indoors and outdoors in inclement weather, adhere to all personal protection equipment (PPE) policies (safety vest/jacket, protective shoes, etc.), work near engine exhaust, must be able to lift up to 50 lbs., work in tight spaces, work on devices installed overhead, work kneeling for up to 30 minutes at a time, and sit in an office chair for up to 8 hours.
• Valid California driver’s license
• Qualify for and obtain a Transportation Workers Identification Credential (TWIC) for security clearance
• Steel Toe Boots
  
  

Essential Duties

• IT Support (70% of time), Management 30%
• Remote administration of Microsoft based systems and services through use of the RSAT (Active Directory/DNS/DHCP/Group Policy/etc.)
• Provide assistance to end user applications (Microsoft Office/Internet Explorer/Java/Chrome/Custom Applications/etc.)
• Deploy software updates to custom applications both on servers and end-user machines
• Respond to, resolve, and document IT Service Desk incidents
• Field Engineering Support
• Maintain and troubleshoot all technical components specific to the business at the local seaport terminals, such as Terminal Operating System (TOS), Optical Character Recognition (OCR) systems, Gate Management systems, Radio Frequency Identification (RFID) systems, etc. RTLS Hardware (Kalmar and Mi-Jack)
• Maintain the local technical infrastructure including the administration of network switches, network bridges, network routers, servers, wireless infrastructure, phone systems, et al.
• Occasionally assist peers at other terminals, on an as-needed basis.
• Comply with Corporate Safety and IT policies and procedures
  
  

Benefits

• 100% Paid Medical Insurance (Employee only)
• Employee has option to purchase Dental/Vision Insurance
• Matching 401K
• PTO
  
  

Skills

• Customer Service
• Troubleshooting
• Documentation
• Detail Oriented
• Vendor Management
• MS Office
• Active Directory
• DHCP
• Internet Explorer
• Java
• Switches
• Wireless
• Ticketing Systems
• Cameras