Manager, IT Operations

Champions Group is looking for a motivated, talented, and qualified Information Technology (IT) Manager to lead and manage our IT team. The manager will be tasked with providing unparalleled customer service, focusing on timely and comprehensive resolutions to our users' technical needs. IT operations are carried out through a mix of internal and external teams and third-party service providers.

As IT Manager, you will provide technical expertise and support for all IT-related matters, including network, servers, phone systems, cloud technologies, end-user computing devices, software, peripherals, desk phones, and mobile devices. The candidate will be responsible for deploying new tools/services and managing the day-to-day workload of service desk personnel. This individual will be the point of escalation for service issues between internal and external teams and facilitate external teams with knowledge documents for expanding their support capability.

This hands-on position requires a solid technical background, proven customer service experience, and a strong management background. This includes the ability to strategically solve problems and motivate the team to achieve specific business-centered goals. Proven strategic and tactical leadership, communication, and organizational skills are essential to perform well in this position.

Primary Responsibilities:

• Provide IT support by communicating effectively across multiple levels of the organization.
• Provide leadership to maintain standard operating procedures, ensure best practices, and develop guidelines for delivering high-quality support.
• Maintain effective partnerships and influence management, peers, and staff through an inclusive style and leadership ability.
• Establish best practices throughout the entire technical support process
• Develop daily, weekly, and monthly reports (from our systems) to measure service efficiency, steer productivity, and share such reports with the management team regularly.
• Set up high customer service standards and ensure that the team is set up to deliver accordingly.
• Ensure customer service requests (tickets) are handled in a timely manner and followed through for completion.
• Prioritize projects and operations tasks effectively to deliver within the defined SLA
• Manage, install, configure, and troubleshoot IT issues related to networks, connectivity, and security, laptops, workstations, printers, phones, video conference units, and mobile devices.
• Respond promptly to escalations for technical assistance via phone, email, and in person as needed.
• Contribute to improving customer support by involving yourself in situations that fall below these standards.
• Manage the IT service desk team members and evaluate performance against established expectation

Qualifications:

• BS degree in Computer Science or Information Technology, higher education required.
• 5+ years of experience in desktop support in a multi-unit environment is highly preferred.
• 3+ years of experience in managing an enterprise IT team, including service/help desk, system administrators and MSP.
• Excellent knowledge of managing Enterprise Networking stack, Cloud Infrastructure, UCAAS/CAAS solutions, Conference Room Technologies, and Physical Security Technologies.
• Excellent Knowledge of Active Directory, Microsoft 365, Exchange Online, and Microsoft EntraID administration.
• Highly proficient with SharePoint / Teams / OneDrive – Implementation, rollout, and day-to-day administration experience are necessary.
• Sound knowledge of essential Cybersecurity tools and best practices is required.
• Experience in managing various mobile devices and mobile device management software is required.
• Excellent leadership, problem-solving, and customer service skills.
• Strong organizational, communication, and project management abilities.

Physical Demands:

• Regularly required to sit; use hands to handle or feel and type.
• Speaking and hearing ability; heavy communication through talking and listening to employees and clients directly as well as through telephone conversations to resolving issues
• Frequently required to reach with hands and arms.
• Occasionally required to stand; walk and stoop, kneel, crouch, or crawl.
• May lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. We make hiring decisions based solely on qualifications, merit, and business needs at the time.

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