Manager, IT Services
The Manager, IT Services is responsible for building, leading, and coaching a team of onsite IT technical professionals who provide level 2 and 3 technical support to Rise employees and our remote Help Desk and NOC. The Manager, IT Services also manages and supports an infrastructure architecture that includes Windows Server 2012, Windows OS, Mac OS, Google Apps, Dell Kase, and Cisco telephone and networking.
Hire, coach, and lead a well-rounded team of 3-4 technical operations consultants
Measure the performance of the technical operations team, Help Desk, and NOC and continuously improve the service and customer satisfaction based on findings
Lead projects to improve and streamline the core infrastructure and technology processes to support the Rise business and ensure policies and procedures are updated
Perform complete, thorough and accurate root cause analysis of all issues and take all steps necessary to correct and prevent the issue from reoccurring
In conjunction with remote NOC, monitor availability, latency, scalability and efficiency of all network services.
Update knowledge base articles with the latest issue resolution information
Provide first call support for user or site issues to include Applications Desktop, Wide Area Network, Local Area Network and Telephony functions.
Assist team with:
Installing/configuring new computer equipment for employees
Solving desktop, application, LAN and telephone problems for users
Troubleshooting issues with A/V equipment, printers, monitor displays, etc.
Training employees on how best to leverage the technology and productivity tools we provide. You have to be able to speak with the least technically-minded client (internal or external) and make technology make sense to them
- Administering Active Directory accounts and security groups; integrate AD with external systems as our technology ecosystem evolves
Administering our Google Apps for Work environment and ensure employees have access to what they need
Solving Windows & Mac connectivity / printer issues for individuals and liaise with the network monitoring team when system-wide issues are identified
Support employees in person, phone, IM, and email in Level 2/3 support situations
Purchase, track, and manage fixed assets and licenses to support a fast and expanding company and inline with budget
Build strong relationships and manage relationships with vendors and third-party service providers and assist in the negotiation of contracts
Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.
This list of essential responsibilities and functions is not exhaustive. Rise Interactive reserves the right to supplement this list, particularly if the scope of duties in this position changes.