Manager Information Technology

Description

Reporting to the IT Director, the IT Manager is responsible for supporting the Tier-2 Support- team, Asset Management and helping IT businesses optimize the spending on hardware and software and make more informed decisions regarding purchases and redistribution.  Must have five or more years of experience as an IT support and asset analyst, research analyst or in another entry-level position.

Role and Responsibilities:

Management (25%)

• Responsible for Information Technology staff results.
• Perform all departmental administrative activities, including staff meetings, attendance, monthly status reporting, budgeting, strategic planning, expense processing, documentation, and other activities, as assigned, in a timely manner.
• Achieve Financial objectives by forecasting requirements, preparing the annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
• Attract, develop, and retain Technology staff.
• Maintain safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
• Other duties as assigned. Management reserves the right to assign or reassign duties and responsibilities at any time.

Tier-2 Support (25%)

• The goal is to deliver frontline technical support for internal users for both business and IT.
• Establish and implement ITIL standards.
• Develop and maintain Technical Support/knowledge base within ITSM platform for Tier-2.
• Collaborating with infrastructure teams to determine trends in asset performance.
• Recruiting and manage a team of asset analysts and supervising their performance.
• Provide KPI/metric information and standardized reporting for Tier-2 on a scheduled basis and ensuring quality control throughout the lifecycle of all company IT assets.
• Supervising Tier-2 Technical Support analysts
  Lead maintenance and review of business continuity policy, standards, and processes.
• Lead internal reporting and tracking of issues Problem related issues and remediation activities.

Asset Management (50%)

• Provide ongoing SME guidance and assistance to the IT Asset management team.
• Develop and maintain Technical Support/knowledge base within ITAM (Asset Management) platform.
• Identify, assess, and quantify risks and provide evidence of policy compliance to internal auditors when required.
• Defining and enhancing schemes for identifying hardware and software-related assets.
• Managing activities concerning license compliance audits
• Establishing and maintaining hardware and software maintenance database
• Developing processes, policies, standards, systems, and measurements to help a company manage its IT asset portfolio.
• Developing procurement strategies across the company to optimize technology spending.
• Research industry best practices and incorporating them with organizational practices.
• Responsible for organizing teams and delegating workloads to maximize operational efficiency.
• Conduct system audits and verify results base on technologies implemented.
• Familiar with a variety of technologies field’s concepts, practices, and procedures.
• Additional Responsibilities include risk, controls, and compliance management, supporting internal audits, compliance and examination activities, and development & maintenance of policies, standards & procedures that are aligned with the best practices (NIST handbook). Familiarity with fundamental IT concepts, infrastructure & data center technologies is required. This position will require communication and coordination across the organization must demonstrate strong communication and management skills.

Requirements

• Bachelor’s degree in computer science, Information Systems, Business Administration, or related field, required. 
• Minimum of 4 years of hands-on IT Support and Asset management experience, with at least 2 years in a management role.
• Relevant Business asset Management certifications preferred. (One or more certifications CAMP, CHAMP, CMAN, CSAM, CIAD, CIAM, CAMSE.).
• Experience in responding to Audits or Experience in managing and coordinating the response to audit.

Preferred Skills

• Ability to understand and apply ITAM concepts.
• Knowledge and experience in performing assessments aligned with the best practices.
• Ability to work independently, effectively manage competing demands and priorities. 
• Familiarity with Governance, Risk and Compliance as it applies to ITAM planning.
• Ability to interact with a variety of internal and external people in a professional manner that creates confidence in his/her knowledge and abilities and helps foster mutually satisfactory resolution to control gaps and issues.
• Very good analytical and problem-solving skills
• Strong documentation skills, including the ability to create detailed and well-organized standards and S operational procedures.
• Ability to work effectively as a member of a cross-functional team.
• Ability to build positive relationships across multiple stakeholders, senior leadership team, and department heads, etc.
• Communicates with positive impact: excellent leadership, business partnership, negotiation, etc.
• Clear and agile thinking and analysis that leads to win-win innovative solutions while delivering on-time and on budget.
• Poise and ability to act calmly and competently in high-pressure, high stress situations.

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