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29 days ago
Requirements and responsibilities
ABOUT THE ROLE: The IT Operations Lead directly oversees the Technology helpdesk, technicians, system administrators, and engineering consulting teams that serve our diverse client base. A combination of manager, account supervisor, business driver, cheerleader, and customer service expert, this full-time onsite role requires a broad collection of skills as well as specific industry expertise.RESPONSIBILITIES: take complete ownership of the technology team and partner with the account managers to provide excellent client servicesplay an active role in proactive and reactive client management and issue resolutionwork closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client baseoversee service delivery projects including equipment deployment, software releases, email migrations, etc.develop, maintain, support, and optimize key functional areas to remove barriers hindering the team’s overall performanceensure the oversight, organization, and motivation of all members of the Technical Operations teamlead by example, challenge functional status quo, manage and develop processes to document client issues, leverage trends, and impact analyses in the overall service enhancementmanage all aspects for the tier 1 and tier 2 organizational response of the Technical Operation Centersbuild, develop, and lead remote and onsite team of technical Operations resourcesinvestigate methods and procedures to better monitor our network and respond to issuesprovide executive level reporting for an informed decision makingbe the bridge between MSP partners for tiers 1 and 2 support and our clients, serving as the outsourced IT manager to help with escalations and troubleshootingbe the escalation point to carrier and cloud partners we help implement and support for clientsidentify staffing needs and works with the recruitment team to pursue targetsmaintain familiarity with current and upcoming IT equipment, services, and other developmentsperform root cause analysis of infrastructure problems and develop resolution and prevention plansperform other duties as assignedREQUIREMENTS: On day one, we'll expect you to...have 7–8 years of experience in customer-facing IT Support and Helpdesk Operationshave 5+ years of IT supervisory experience with a proven track record of leading teams, developing staff, and driving results with a strong client orientationhave 4–5 years of experience within a Managed Service Provider (MSP) in an IT Operations Engineer or Lead capacityhave advanced leadership, conflict resolution, and interpersonal skills to thrive in a cross-functional environmentbe able to think ahead, strategic planning capabilities, and excellent project management skills (organization, planning, and prioritization)have deep understanding of client/server technology, network architecture, and a wide range of technologies including Microsoft platforms, email management, virtualization, shared storage, and remote access.possess solid understanding of cloud deployment/operations, cybersecurity, InfoSec principles, and related security toolshave practical knowledge of business continuity and disaster recovery protocolsbe ITIL trained with expert knowledge of IT best practices, policies, and regulatory compliancehave significant experience designing, implementing, and analyzing IT metrics and measurements to track service performancehave complete service awareness of all key organizational IT services and infrastructure being supporteddemonstrate strong analytical, critical thinking, and complex problem-solving skills with a sharp attention to detailhave exceptional English verbal and written communication skills, with the ability to actively listen and interface confidently with all levels of management and stakeholdershave a fully functional and up-to-date computer with which to perform dutiesbe willing to install next generation end point protection on the computerbe willing to work in US Pacific time zone (8:00am-5:00pm PST) corresponding to 11:00pm - 8:00am PH timebe a current resident of the Philippines and legally able to perform work from thereWhat separates the best from the rest:ERP Support background/ experienceNOTES:Benefits await full-time contractors. This is a remote (work from home) position.
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