IT Manager

Internetek (www.internetek.com) supports an assortment of clients’ Managed IT needs. We support primarily industrial and manufacturing companies backed by large sales teams. This means everything between password resets to bringing a new office online, we’ve got it covered. Our clients are growing so we’re in the happy situation of needing to grow ourselves. As part of this effort, we are seeking an IT Manager to join us in providing excellent support to our clients.

This role has two points of focus. The primary focus is the management of the technical staff and clients. As with any management role this requires working with your team to keep them supplied with what they need to support the clients. This includes hardware, software, knowledge, and load-balancing. Issues from the technical staff may be escalated to you to be assigned to other staff or outside resources that are better able to handle them. Client complaints (although extremely rare) are the responsibility of the IT Manager to address and provide guidance to their team.

The secondary focus is to back-up the technical staff when needed. Breaks, lunch, vacation, sick days, high call volume, etc. The IT Manager backs up their team when they’re overloaded and ensures they have resources to get the job done.

Responsibilities:

Managing the Managed Services Team: You are responsible for your team, including hiring, training, performance management, and scheduling. You must ensure that the team provides prompt, courteous, and effective technical support to clients. While we are a technology company, customer service is really what sells us.

Providing Technical Support: In addition to managing the Managed Services Team, you are responsible for providing technical support to clients and internal stakeholders. Over time, you will gain a deep understanding of the organization's products and services and be able to troubleshoot and resolve technical issues. You are the first point of escalation for your team.

Communication and Collaboration: You must be able to communicate effectively with clients and stakeholders. Regular communication with client leadership is required to anticipate and stay ahead of their needs so that we can best serve them.

Budget Management: You are responsible for managing the Managed Services Team budget and expenses. You ensure that your resources are allocated appropriately and identify areas for cost savings or improvement. Periodic reviews of your budget and expenses are required to ensure resources are being most appropriately used or can be discontinued.

Technology Procurement and Vendor Management: Identify and select appropriate vendors and technology solutions. You are responsible for managing relationships with vendors and ensuring that their products and services are delivered on time and within budget.

Developing and Implementing Policies and Procedures: You will be developing and implementing policies and procedures for your team. You should ensure that these policies and procedures are aligned with our goals and are designed to provide the best outcomes for our clients.

Monitoring and Reporting: You are responsible for monitoring the Managed Service Team's performance and reporting to the Director on key metrics such as response time, ticket resolution time, ticket trends, problem areas, and client satisfaction. It is strongly recommended that you use this information to identify areas for improvement and develop strategies to improve team performance.

Training and Development: We are a “learning organization” and constantly evolving. It is a must that you provide training and development opportunities for your team and for yourself. Ensure that your team members have the necessary skills, support, resources, and knowledge to provide effective support and are able stay up to date with business technologies.

Other duties may be assigned as necessary.

Requirements:

• 3-5 year’s industry experience
• Equivalent degree in Information Technology, Computer Science, and/or Management
• Must pass background check and drug screening.
• Driver’s license required.
• Be able to lift thirty pounds.
• Self-driven
• Good time management

Benefits:

• Vacation, sick, and holiday pay.
• Medical, dental, vision, life, and disability insurance.
• 401K.
• Paid training and certifications.