CAREERS

Job Description

Job Title:        IT Technology Manager
Department:    Operations & Service
Reports To:     VP
FLSA Status:   Exempt
Location:         San Antonio, TX

General Responsibilities

Position Summary

• Technology Manager of is responsible for defining the technologies we use for exceeding the expectations and needs of our managed IT services clients, service tickets & customer projects. Such technologies to include but not be limited to remote monitoring and management platform, trouble ticketing systems, backup and disaster recovery solutions, mail and web filtering, patching and vulnerability management, and configuration compliance. You’ll lead the implementation of the proper solutions for growth and scale and drive the team toward maximum use and integration. Working alongside our Chief Technology Officer and Technology Engineers you will help define client technologies such as Voice, Video, Access Control, compute, storage, networking, wireless, mobile devices, Office365 services, and other cloud resources and will always achieve security compliance objectives and implement patching best practices (think beyond Windows). The Technology Manager will lead various our engineering teams such as Desktop Engineering, Infrastructure, Networking and Security.
• Technology Manager will be expected to assess their own strengths and weaknesses, pursue training and development opportunities, strive to continuously build knowledge and skills, and share that expertise with those around them. Like any fast-paced environment, be prepared to react well under pressure, accept responsibility for your own actions, and always follow through on your commitments.
• Technology Manager will assume management responsibility wholistically for all assigned services, solution and activities of the Information Technology Division including designing, implementing, and administering information technology solutions. Manage and direct the installation, operation, and maintenance support of all Information Technology hardware and software solutions company wide. Manage and maintain data and equipment security; administer and provide ongoing technical support and training for Company Staff.

Key Responsibilities:

• Read and understand technical documents including but not limited to blue prints and shop drawings, technical manuals, network diagrams and wiring schematics
• Assist in Engineering, Design and Building complex data networks to include Wireless Access Points, Network Switches and Routers, Desktops, Servers and Laptops and the installation/configuration of software applications.
• Design, build and service all Enterprise IT Systems and subsystems, Networks, Software Applications, Desktop & Storage systems for small, medium and large enterprise environments. Will routinely be tasked to resolve complex, data, and video and access control system issues.
• Has overall responsibility and ownership for all IT Systems projects and Technology installations with the Project Manager.
• Regularly and directly interface with a wide variety of people with tact, courtesy and professionalism, including but not limited to other employees, management, vendors, and customers.
• Work with Dispatch, Service Management to ensure that Tier I & Tier II technicians resolve all incoming IT Service request
• Responsible for tracking all IT Service Request.
• Callout and unscheduled overtime are required, and anticipated.
• May be required to work non-traditional hours.
• Maintain a high regard for personal safety, the safety of company assets and employees, and the general public.
• Maintain a regular, dependable attendance, and high level of performance.
• Write effectively, and understand verbal and written communications, including but not limited to email.
• Speak clearly, both in person and by telephone, using a high level of verbal skills, and listen carefully.
• Travel is required, and a company vehicle is assigned for this job.
• Provide regular updates to Absolute senior leadership
• Maintain strong relationships with appropriate technology vendors and partners
• Serve as communications bridge between IT staff, IT leadership and senior leadership
• Provide the leadership and guidance the customer needs to navigate business and technology change
• Analyze the business requirements of all departments to determine their technology needs
• Identify and eliminate security vulnerabilities with strategic solutions that increase data security
• Regularly meet with appropriate business leaders to understand their plans and challenges
• Always seek new opportunities to expand the contribution to our clients; always seek new ways to share knowledge and expertise
• Manage project timelines, budgets, and other critical administration responsibilities • Coordinate advisory and implementation services as appropriate
• Analyze the business requirements of all departments to determine their technology needs
• Direct and support the implementation of new software and hardware
• Identify and recommend new technology solutions
• Develop standards and procedures as appropriate
• Implement and supports cost-effective technology solutions for all aspects of the organization
• Assist with the prepares bid specifications for all Engineered IT solutions and analyzes bid proposals for computer and network equipment and software

Requirements:

• Bachelor’s Degree in Information Technology or Computer Science (or combination of Technical Degree and 7+ years of relevant experience)
• Master’s degree in information technology or Information Systems Management preferred
• 5+ years of experience directing the delivery of managed services solutions
• 5+ years of experience in strategic technology planning, and execution
• Certifications and proof of continuing education preferred • Thorough knowledge of MSP RMM platforms such as Kaseya, Datto, ConnectWise, and SolarWinds
• Experience working at an IT MSP with at least 10,000 endpoints
• The following certification would be a plus:

• • CISM
  • CRISC
  • CISSP

• Ability to look at multiple tasks, requests, and issues, and independently make good decisions to prioritize work to deliver high end Technology Solution for our clients
• Success running long projects, managing teams, driving business requirements, identifying gaps, and designing solutions
• Success cultivating and managing growth within customers: capturing new business opportunities
• Strong technical skills: business applications, healthcare applications, datacenter, virtualization, cloud, security, enterprise wireless and Wi-Fi solutions
• Experience with Hyper-converged Infrastructure and Cloud transitions strongly desired
• Experience working closely with senior executives
• Excellent interpersonal skills: demonstrated rapport and credibility with customers and within the company; people savvy; active listener
• Creative problem solver: naturally seeking innovative solutions to complex business and technical problems
• Strong communication skills: conversation, written, and presentation
• Gracious and tactful in difficult conversations
• Leader by example
• Ability to translate vision into strategy and guide execution
• Conduct business, financial, and technical analyses
• Balance confidence with humility
• Naturally curious and inquisitive
• Factual and accurate
• In addition to the degree requirement (or acceptable degree substitute), some level of direct and active work experience in the IT field is needed (minimum of 8 years to be considered for Level III Tech and higher).
• BICSI Training a plus
• Microsoft Training is prefered
• Cisco Training or COMP-TIA training with Certification is prefered
• Valid Driver’s License
• Expert Level working knowledge of IT Systems and subsystems
• Expert working knowledge and understanding of Data Networking, both routing and switching.
• Ability to perform system wide upgrades to the complete system to enable compatible software on all computers.
• Installing and upgrading anti-virus software to ensure security at the user level.
• Performing tests and evaluations on new software and hardware.
• Providing support to users and being the first point of contact for error reporting.
• Establishing good relationships with all departments and colleagues.
• Conducting daily backup operations.
• Managing technical documentation.

Competencies, skills, and abilities:

• Expert diagnostic skills and logical thought processes with the ability to identify and resolve various levels of Data Networking, Desktop application configuration and support, storage configuration and support and computer hardware.
• Expert understanding with Microsoft applications (including but not limited to Word, Excel, Outlook and Visio) for the purpose of word processing, spreadsheet applications, and information retrieval.
• Expert written and verbal communication skills, including attention to detail in documentation.
• Expert customer service skills, able to effectively communicate and work with all levels of management and employees in the corporate office and the field as well as external customers.
• Must demonstrate ownership of work projects and assignments with high degree of autonomy
• Must demonstrate outside the box thinking
• Must demonstrate critical thinking
• Ability to work with and lead a team of Technicians, provide direction to junior Technicians while working on and resolve Complex Data Networking and IT infrastructure issues. Focus on the key details, follow work rules, and adhere to established work schedules.
• Expert analytical skills and logical thought processes, with ability to identify and resolve simple to complex Data Network issues, including the ability to think quickly and provide support for emergency operations.
• Ability to organize and prioritize daily work, maintain confidentiality as necessary, and work effectively with minimal supervision.
• Ability to perform multiple tasks with strict, and often short, deadlines in a technologically diverse and fast-paced environment.
• Possess and consistently demonstrate a positive attitude with the ability to handle negative or conflicting situations in a logical and professional manner.
• Must be adaptable to organizational change.
• Ability to identify expectations in an employee/employer relationship.
• Must be highly self-motivated with the ability to perform the required and expected duties with little or no direct supervision.
• Must be able to perform all essential functions of the job.
• Job level commensurate with experience and skill level.
• Apply problem solving skills and break down complex problems to isolate outages and restore services on enterprise data networks.
• Oversee, direct, and coordinate the work of lower-level staff.

Physical demands:

• Must be able to safely lift and carry up to 40 pounds, waist high, on a regular basis.

Position Hours:
• Monday – Friday during normal business hours of 7:45am – 5:00 pm. Some overtime will be required.

Working conditions:

• Job Location – This position will be based in San Antonio, TX.
• Callout and unscheduled overtime is required and anticipated.
• Travel is required and anticipated; a company vehicle is assigned

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