ITaaS Director

ABOUT THE ROLE

The ITaaS Director 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 part‑time onsite role requires a broad collection of skills as well as specific industry expertise.

• Take complete ownership of the technology team and partner with the account managers to provide excellent client services.
• Play an active role in proactive and reactive client management and issue resolution.
• Work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base.
• Oversight of 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 performance.
• Ensure the oversight, organization, and motivation of all members of the Technical Operations team.
• Lead by example, challenge functional status quo, manage and develop processes to document client issues, leverage trends and impact analyses in the overall service enhancement.
• Manage all aspects for the tier 1 and tier 2 organizational response of the Technical Operation Centers.
• Build, develop, and lead remote and onsite team of technical Operations resources.
• Investigate methods and procedures to better monitor our network and respond to issues.
• Provide executive‑level reporting to inform decision making.
• Be the bridge between MSP partners for tier 1 and 2 support and our clients. Serving as the outsourced IT manager to help with escalations and troubleshooting.
• Escalation point to carrier and cloud partners we help implement and support for clients.
• Identifies staffing needs and works with the recruitment team to pursue targets.
• Maintains familiarity with current and upcoming IT equipment, services, and other developments.
• Perform root cause analysis of infrastructure problems and develop resolution and prevention plans.
• Other duties as assigned or needed.

On day one, we’ll expect you to…

• Have expert knowledge of IT best practices, policies, and regulations.
• Have a clear understanding of client/server technology and network architecture.
• Have an understanding of a wide range of technologies covering Microsoft platforms, cloud, email management, virtualization, shared storage, disaster recovery, remote access, and more.
• Have a solid understanding of cloud deployment and operations.
• Have knowledge and significant experience with designing and implementing metrics and measurements.
• Have 8+ years of IT service experience.
• Have 5+ years of IT supervisory experience.
• Have strong analytical skills, proven functional and technical analysis skills, and professional client interaction.
• Have service awareness of all organization key IT services for which support is being provided.
• Have strong teamwork, customer service, and interpersonal skills.
• Have good communication including writing, speaking, and active listening.
• Have the ability to communicate verbally and in writing with all levels of management and thrive in a cross‑functional environment.
• Have strong problem solving and critical thinking skills.
• Have the ability to make sound decisions and solve complex business and technical issues.
• Have advanced leadership and conflict management skills.
• Have skill in strategic planning with an ability to think ahead.
• Have skill in leading people and getting results with a strong client orientation.
• Have excellent attention to detail.
• Have proven success in leading a team and developing staff.
• Have great project management skills including organization, planning, time management, and prioritization.
• Have a fully functional and up-to-date computer with which to perform duties.
• Be willing to install next generation end point protection on the computer.
• Authorized to work in the US for any employer.
• Be open to full time, contract opportunity.

NOTE:

This is a remote (work from home) opportunity.