<p><u><strong>ABOUT THE ROLE: </strong></u><br><br>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.<br><br><strong>RESPONSIBILITIES: </strong><br><br>In this role, you'll get to...</p><ul><li>take complete ownership of the technology team and partner with the account managers to provide excellent client services</li><li>play an active role in proactive and reactive client management and issue resolution</li><li>work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base</li><li>oversee service delivery projects including equipment deployment, software releases, email migrations, etc.</li><li>develop, maintain, support, and optimize key functional areas to remove barriers hindering the team’s overall performance</li><li>ensure the oversight, organization, and motivation of all members of the Technical Operations team</li><li>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</li><li>manage all aspects for the tier 1 and tier 2 organizational response of the Technical Operation Centers</li><li>build, develop, and lead remote and onsite team of technical Operations resources</li><li>investigate methods and procedures to better monitor our network and respond to issues</li><li>provide executive level reporting for an informed decision making</li><li>be 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 troubleshooting</li><li>be the escalation point to carrier and cloud partners we help implement and support for clients</li><li>identify staffing needs and works with the recruitment team to pursue targets</li><li>maintain familiarity with current and upcoming IT equipment, services, and other developments</li><li>perform root cause analysis of infrastructure problems and develop resolution and prevention plans</li><li>perform other duties as assigned</li></ul><p><strong>REQUIREMENTS: </strong><br><br>On day one, we'll expect you to...</p><ul><li>have 7–8 years of experience in customer-facing IT Support and Helpdesk Operations</li><li>have 5+ years of IT supervisory experience with a proven track record of leading teams, developing staff, and driving results with a strong client orientation</li><li>have 4–5 years of experience within a Managed Service Provider (MSP) in an IT Operations Engineer or Lead capacity</li><li>have advanced leadership, conflict resolution, and interpersonal skills to thrive in a cross-functional environment</li><li>be able to think ahead, strategic planning capabilities, and excellent project management skills (organization, planning, and prioritization)</li><li>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.</li><li>possess solid understanding of cloud deployment/operations, cybersecurity, InfoSec principles, and related security tools</li><li>have practical knowledge of business continuity and disaster recovery protocols</li><li>be ITIL trained with expert knowledge of IT best practices, policies, and regulatory compliance</li><li>have significant experience designing, implementing, and analyzing IT metrics and measurements to track service performance</li><li>have complete service awareness of all key organizational IT services and infrastructure being supported</li><li>demonstrate strong analytical, critical thinking, and complex problem-solving skills with a sharp attention to detail</li><li>have exceptional English verbal and written communication skills, with the ability to actively listen and interface confidently with all levels of management and stakeholders</li><li>have a fully functional and up-to-date computer with which to perform duties</li><li>be willing to install next generation end point protection on the computer</li><li>be willing to work in US Pacific time zone (8:00am-5:00pm PST) corresponding to 11:00pm - 8:00am PH time </li><li>be a current resident of the Philippines and legally able to perform work from there</li></ul><p>What separates the best from the rest:</p><ul><li>ERP Support background/ experience</li></ul><p><strong>NOTES:</strong></p><ul><li>Benefits await full-time contractors. </li><li>This is a remote (work from home) position.</li></ul>
