Responsible for managing the operation of the Information Technology (IT) department, as well as being the point of contact for office department managers when needed. Ensure that the IT departmental tasks and projects are completed accurately, timely and commensurate with the firm’s high standards for quality. Works with the Global Technical Support Services Manager or the International IT Manager in the development and implementation of procedures and instructs, guides and reviews work of departmental staff, if applicable. Works to resolve Help Desk referrals and may receive front-line user Help Desk calls. This working manager position will have a high level of customer interaction and require excellent customer service skills while also managing a small IT department.
Duties and Responsibilities:
o Provides excellent customer service by understanding user needs, consistently exceeding the user's expectations and assisting in the development of action plans that achieve good user experiences. Sets the same expectations for others in the department.
o Represents IT staff and function by communicating with the Global Technical Support Services Manager, Director of Administration and IT personnel regarding technology ideas, questions, concerns, etc.
o Provides daily leadership and training to new IT staff; hires, manages and evaluates support staff and develops their ability to provide efficient support functions, if applicable.
o Provides and oversees hardware and software support and assistance for all computer related applications and equipment.
o Troubleshoots complex workstation/server, network and telecommunication problems; maintains and documents detailed resolution steps and provides communications to the other technology group members regarding problems.
o Reviews call logs identifying consistent questions and/or problems and works with Global Technical Support Services Manager and Help Desk Supervisor to create solutions.
o Ensures appropriate resolution of Help Desk tickets assigned to the local IT department and provides appropriate feedback to the Help Desk Supervisor regarding problems and tickets.
o Provides required network administration support as required.
o Helps support the office audio visual and conference center function. Maintains audio visual hardware and oversees equipment setup for meetings, conferences and video conference.
o Assists on special projects when required.
o Performs additional duties and responsibilities as may be assigned.
Ability to lift 30 pounds and stand for long periods of time.
Travel to other office locations as needed.
Job is subject to time pressures and constraints.
Bachelor’s degree in a computer related field, or equivalent related experience, and applicable technical course.
Three years related experience with workstations and servers in a LAN/WAN environment; two years supervisory and project management experience preferred.
Workstation and server operating systems along with experience maintaining and troubleshooting technical problems in a LAN/WAN environment. Cloud and IP Telecommunications experience, including CO connectivity.
Ability to configure user workstation and network servers to firm’s specifications, combined with technological problem determination and solving skills. Strong knowledge of Microsoft Windows 7, Active Directory, Microsoft Office, Blackberries and Outlook mail client.
Advanced problem-solving skills and ability to communicate technical information in laymen’s terms. Ability to work with all levels of firm personnel, work with people under time critical deadlines and work in a fast-paced, demanding environment while maintaining a calm demeanor.
Ability to handle sensitive and/or confidential documents and see projects through to completion.