The ITaaS Director manages the technology team and oversees client support, service delivery, and performance optimization while providing executive reporting and leading project management efforts.
ABOUT THE ROLE:
REQUIREMENTS:
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.
RESPONSIBILITIES:
In this role, you'll get to...
- 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
REQUIREMENTS:
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 a part-time, contract opportunity
NOTE:
- This is a remote (work from home) opportunity.
Top Skills
Cloud
Disaster Recovery
Email Management
Microsoft Platforms
Networking
Shared Storage
Virtualization
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