Information Technology Manager

People are at the heart of our business. We lead by example in promoting and ensuring we maintain a strong safety culture, where strict adherence to risk mitigation and safety/security protocols of our employees, passengers, clients, and communities is critical.

About the Role

We are seeking an IT Manager with a strategic, holistic approach to creating a forward-thinking vision and mission for the IT team. This individual will align technology solutions with organizational goals, ensuring the department drives innovation and supports business growth. The ideal candidate will effectively delegate tasks and responsibilities, fostering a positive, collaborative, and results-oriented team environment. They must uphold high standards of accountability, ensuring compliance with cybersecurity protocols, data privacy regulations, and industry best practices.

With strong problem-solving abilities, technical expertise, and proven leadership skills, this IT Manager will build and maintain a cohesive and high-performing IT team.

Responsibilities

• Exhibits strong technical problem-solving skills and a proactive attitude toward continuous learning and professional development.
• Demonstrates a high level of responsibility in addressing user issues promptly, leveraging technical knowledge and communication skills to resolve them efficiently.
• Prioritizes building strong relationships with stakeholders through clear communication, active listening, and effective follow-through.
• Possesses the ability to work in a fast-paced environment while managing multiple technical projects, ensuring high-quality outcomes and meeting aggressive deadlines.
• Shows adaptability to evolving technology needs and can deliver exceptional customer service under pressure.

Essential Functions / Process Responsibilities Include the Following

• Gather, validate, and analyze all relevant data needed for effective issue resolution in a timely manner.
• Overseeing the Planning and implementation of any upcoming service changes in conjunction with the client and the local team.
• Validate all AVL data and work with the AVL vendor to ensure this software is working and has been updated and configured appropriately.
• Diagnose and troubleshoot user issues, including installing and upgrading software, configuring systems, and resolving hardware-related problems.
• Escalate complex issues to experienced technicians or appropriate teams when necessary to ensure quick resolution.
• Record, track, and document the entire problem-solving process to build a knowledge base for future troubleshooting and enhance system efficiency.
• Stay updated on software upgrades, drivers, knowledge bases, and industry trends to enhance problem-solving capabilities and system optimization.
• Identify and learn to support relevant software and hardware, including Intelligent Transportation Systems (ITS), Wi-Fi, cellular connections, bus cameras, Cell Phone, Genfare Odyssey and Fast Fare fare collection system with Passport App integration, Building Security Cameras, Destination Signs software, GPS/CAD/AVL technology, and emergency radios.
• Troubleshoot and update and Trapeze scheduling software used for Flex Route Services and Paratransit Service and any other I.T. product provided by the client or RATP Dev.
• Execute quality assurance testing to verify that resolved issues meet company standards and client expectations.
• Conduct follow-up checks to ensure all technical issues are fully resolved and users are satisfied with the solutions.

Technical Requirements

• Must understand Intelligent Transportation Systems (ITS) and related technologies such as TAP, cellular connections, Drive Cam, and GPS/AVL.
• In-depth knowledge of basic hardware troubleshooting, including HP printers, and desktop operating systems such as Windows, 10 and 11.
• Extensive experience with troubleshooting and supporting MS Office 365.
• Strong working knowledge of software development cycles, Networking, security best practices, and infrastructure management is preferred.

Qualifications

• A two-year college degree in Computer Science, Information Technology, or a related field is required.
• Certifications such as A+ and Microsoft (preferred).
• Must possess exceptional written and oral communication skills, with a strong ability to document technical issues and solutions clearly and effectively.
• Highly skilled in building rapport with users, listening actively to understand issues, and explaining complex solutions in simple terms to non-technical stakeholders.
• Ability to analyze and interpret complex technical data while working independently to prioritize tasks and manage multiple projects.
• Strong decision-making skills, judgment, and initiative in executing job duties under pressure.
• Ability to work collaboratively with all levels of management and technical teams within the organization.
• Flexibility and a "can-do" attitude are critical, with the ability to respond quickly to changing business needs and support aggressive timelines.

Pay range and compensation package

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