IT Services Manager

Job Description

Information Technology Services (ITS) Manager

The Manager of IT Services is responsible for ensuring that our Internal IT Systems are secure, consistent and reliable by monitoring, working closely with 3rd party vendors and ensuring we provide excellent customer service to our staff, clients and families. You'll help develop, maintain, and evaluate organizational IT policies and procedures.

The Manager of IT Managed Services is responsible for overseeing the security, stability, and reliability of external clients and their IT infrastructure. This role involves proactive system consulting, design, management, deployment and monitoring, close collaboration with third-party vendors, and a commitment to delivering exceptional customer service to clients, their staff, and stakeholders. Additionally, the IT Services Manager will develop, implement, and continuously refine IT policies and procedures to enhance operational efficiency, security, and overall service delivery.

Additionally, the IT Services Manager will play a pivotal role in establishing and managing the IT services unit. This role involves planning, coordinating, and executing project-based IT systems and network deployments. It does not include continuous IT support but focuses on delivering exceptional project outcomes.

The successful candidate will work closely with cross-functional teams to ensure the successful implementation of IT projects.

This role requires a highly motivated self-starter with superb attention to detail, solid soft skills, written and verbal acumen, and in the same breath, a willingness to be a student and a teacher. In addition, public speaking skills will be closely assessed to ensure clear and concise communication will be delivered to our partners.

Other responsibilities include overseeing project execution against profit margins, establishing health partnerships with third-party vendors, learning and leading teams deploying the IT catalogue of services, managing day-to-day client engagement requests, and contributing to the organization's fiscal goals and objectives.

If you're technical with excellent communication skills and have the ability to juggle multiple priorities and projects while leading a dedicated IT team, we'd like to meet you.

Essential Functions:

• Maintain and optimize customer's IT environment
• Responsible for hardware and software life cycle.
• Responsible for implementing and enforcing ITIL and security best practices
• Build a resource management plan for the IT team.
• Establish and structure the IT services unit, defining processes, workflows, and standards for project-based deployments.
• Routinely review tools and technologies that will enhance teams' ability to deliver services cost-effectively.
• Provide technical guidance and expertise on IT systems and network deployments, serving as a point of contact for technical queries.
• Understanding applicable regulations, guidelines, and industry best practices to manage risk and ensure compliance.
• Implement quality control measures to ensure that project outcomes meet or exceed client expectations.
• Monitoring internal control effectiveness.
• Conducting internal IT assessments to ensure continued compliance.
• Reviewing, implementing, updating, and documenting information technology policies and procedures.
• Keep abreast of industry IT trends, developments, and applicable government laws and regulations.
• Develop and maintain IT Service Catalogue.
• Creating and executing strategies to improve the reliability and security of IT projects.
• Allocate resources, including internal and external teams, to ensure efficient project delivery.
• Maintain effective communication with stakeholders, keeping them informed of project progress and addressing concerns.
• Identify potential project risks and develop mitigation strategies to minimize disruptions.
• Maintain comprehensive project documentation, including project plans, status reports, and post-project evaluations.
• Manage relationships with third-party vendors and suppliers to ensure project requirements are met.
• Lead an manage a team of technicians, offering coaching, guidance and technical escalation support
• Develop departmental strategy and vision for solutions, go-to market and collaborate with sales to ensure enablement tools are effective and up to date

Required Skills and Experience

• Bachelor's in business administration, Computer Science, or a related field. Cyber Security Degree a plus.
• ITIL/CAPM/PMP Certifications are a plus.
• 5+ years of professional experience in project management or technical project management.
• Prior experience and fundamental knowledge of Information Technology are required.
• Ability to understand and communicate technical components of a project with associated mitigation strategies.
• Proven consultative, conflict resolution, negotiation, and facilitation skills to gain internal and external stakeholder buy-in for onboarding and steady-state stages of the engagement.
• Prior experience working with Project Management and Team Collaboration tool.
• Excellent verbal and written communication skills.
• Exceptional organizational and teamwork skills.
• Minimum of three (3) years of management experience as an IT Manager or Information Assurance/Engineering team lead.
• Demonstrated experience presenting briefings to senior customer management and customer stakeholders.

Job Type

Full-time

Technical Skills and Experience Nice to Have

Infrastructure & Systems Administration

• Infrastructure & Systems Administration
• Management and administration of Windows Server (2016/2019/2022) & Active Directory
• Experience with Linux-based servers (Ubuntu, CentOS, Red Hat, etc.)
• Virtualization technologies: VMware vSphere, Hyper-V, Citrix
• Storage solutions: SAN, NAS, iSCSI, RAID configurations
• Cloud infrastructure management: Microsoft Azure, AWS, Google Cloud
• Backup and disaster recovery solutions: Veeam, Acronis, Datto, Azure Backup
• IT asset management and monitoring tools: NinjaOne, Kaseya, SolarWinds, PRTG

Networking & Security

• Configuration, administration, and troubleshooting of firewalls, routers, and switches (Cisco, Fortinet, Palo Alto, Ubiquiti, Meraki)
• VPN and remote access solutions: IPSec, SSL VPN, RADIUS, Zero Trust
• Network troubleshooting using tools like Wireshark, TCPDump, SolarWinds
• Wireless network setup, security, and optimization (WAPs, VLANs, SSIDs)
• Endpoint security & patch management: Microsoft SCCM, Intune, CrowdStrike, SentinelOne
• SIEM & security monitoring tools: Splunk, Microsoft Sentinel, AlienVault
• Implementation and enforcement of cybersecurity best practices (NIST, CIS, ISO 27001)

Cloud Services & SaaS Solutions

• Microsoft 365 Administration (Exchange, Teams, SharePoint, OneDrive, Intune)
• Google Workspace Administration (Gmail, Drive, Google Admin Console)
• Identity and access management (Azure AD, Okta, Duo, MFA, SSO)
• Cloud migration projects (On-prem to Azure, AWS, M365, Google Cloud)
• SaaS application management and integrations

IT Service Management & Automation

• ITIL framework knowledge and implementation
• IT Service Desk & Ticketing systems: ConnectWise, ServiceNow, Zendesk, Autotask
• Automation & scripting: PowerShell, Bash, Python for system administration
• Patch management & compliance: WSUS, Intune, Automox
• Endpoint Deployment & Imaging: Autopilot, MDT, PXE Boot solutions

Business Continuity & Disaster Recovery (BCDR)

• Backup & restore strategies for servers, databases, and cloud environments
• Disaster Recovery Planning (DRP) & Business Continuity Planning (BCP)
• Incident response & remediation for security breaches and outages

Location

100% Telecommuting

% of Travel Required

0-50%

CyberClan is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.