IT Manager

We are seeking an experienced and dynamic IT Manager with experience to oversee IT operations, manage a team of technicians, and ensure the delivery of high-quality IT services to our clients. The ideal candidate will have a strong technical background, proven leadership capabilities, and the ability to troubleshoot complex IT issues while working closely with internal teams and clients. You will lead by example, working hands-on when necessary, and help build a high-performance team to support a range of IT environments.

Service Delivery and Operations Management:

• Lead the end-to-end IT service delivery for multiple clients, ensuring compliance with Service Level Agreements (SLAs) and overall client satisfaction.
• Oversee day-to-day operations of IT systems, including networks, servers, cloud environments, and end-user support.
• Ensure high availability, security, and performance of client environments through proactive management, monitoring, and maintenance.
• Serve as a technical escalation point for complex IT issues, providing hands-on support as needed.
• Implement best practices in IT service management, including change management, incident management, and problem resolution.

Team Leadership:

• Lead and mentor a team of IT support technicians and engineers, fostering a collaborative, client-focused, and high-performance culture.
• Conduct performance evaluations, identify training needs, and support career development for team members.
• Coordinate scheduling, workload distribution, and prioritization of tasks among the IT team to ensure smooth operations.

Client Management:

• Manage client relationships, ensuring clear communication and excellent service delivery.
• Attend client meetings to discuss service performance, updates, and improvements.
• Proactively identify and recommend IT solutions that improve client operations and efficiency.
• Lead technical discussions and present solutions to non-technical stakeholders.

Project Management:

• Plan and execute IT projects for multiple clients, ensuring adherence to timelines, budgets, and scope.
• Coordinate with internal and external stakeholders to ensure seamless implementation and client satisfaction.
• Ensure accurate documentation of systems, configurations, processes, and client environments.

Vendor and Contract Management:

• Manage relationships with vendors and third-party service providers, including negotiating contracts and ensuring compliance with SLAs.
• Oversee procurement and inventory management for IT hardware and software.

Security and Compliance:

• Implement and enforce IT security best practices, including firewalls, data protection, backups, and disaster recovery planning.
• Ensure compliance with regulatory requirements and industry standards (e.g., GDPR, HIPAA) for IT systems and data management.

Required Skills and Qualifications:

Experience:

• 5+ years of experience in IT management within a Managed Service Provider (MSP) environment.
• Hands-on experience with troubleshooting and managing IT infrastructure, including networking, servers, virtualization (e.g., VMware, Hyper-V), cloud services (e.g., AWS, Azure), and endpoint management.
• Proven track record in managing IT teams and delivering on client SLAs.
• Experience with remote monitoring and management (RMM) tools, professional services automation (PSA) platforms (e.g., ConnectWise, Autotask), and ticketing systems.

Technical Expertise:

• Strong knowledge of networking (LAN/WAN, VPN, firewalls), Windows and Linux server environments, Active Directory, Office 365, and cloud technologies.
• Proficiency in scripting and automation (e.g., PowerShell, Python) is a plus.
• Experience with backup, disaster recovery, and cybersecurity tools.
• Understanding of ITIL principles and best practices.

Education & Certifications:

• Bachelor s degree in Information Technology, Computer Science, or a related field (preferred).
• Relevant industry certifications (e.g., Microsoft Certified: Azure Administrator, Cisco CCNA, ITIL, CompTIA Network+/Security+).

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