Systems Manager - IT Infrastructure & Ops EUS/NOC/SD

Overview

Responsibilities

• Lead a diverse range of technology initiatives and services dedicated to empowering end users and driving the companys business priorities.
• Partner with teams across the organization to understand and respond to evolving business needs in the End User Services (EUS) space.
• Oversee critical monitoring functions to ensure optimal performance and reliability of end user applications and devices.
• Work closely with the cyber security operations team to address and resolve cyber alerts and incidents that impact end users.
• Coordinate rapid IT responses to storms and operational challenges, ensuring minimal disruption to end user productivity.
• Enhance and innovate End User Support services to deliver exceptional experiences for all employees.
• Streamline and integrate processes to ensure efficient handling of end user requests and seamless collaboration across IT domains.
• Lead, manage, and mentor a high-performing team, fostering a security-first, innovative-driven culture and supporting staff development through training and feedback.
• Establish and communicate a compelling vision for the End User Services team, motivating members and aligning efforts with organizational goals.
• Manage service provider relationships to ensure service levels, deliverables, and commitments are met for end user support.
• Develop and track meaningful metrics with service providers to measure and enhance end user satisfaction.
• Validate vendor performance and process payments in partnership with the Vendor Management Office.
• Oversee asset inventory and budget for desktops, laptops, A/V equipment, and peripheral equipment supporting end users.
• Identify opportunities for continuous improvement, refine service agreements, and recommend new standards to elevate end user services.
• Manage projects, including planning resources, scope, budget, schedule, and deliverables.
• Stay informed on industry trends and best practices, and develop strategies to advance end user services operations.
• Communicate and influence IT strategy, representing End User Services at senior executive meetings.

Qualifications

• Bachelor's Degree and a minimum of 8 years work experience to include at least four (4) years experience in IT Infrastructure and Operations in any industry or
• Master's Degree and a minimum of 6 years work experience to include at least two (2) years experience in IT Infrastructure and Operations in any industry.

• Master's Degree in Information Technology, Computer Science, Math, Engineering or business-related discipline preferred. and a minimum of 6 years work experience to include at least two (2) years experience in IT Infrastructure and Operations in any industry. Training and/or certification in one or more domains desired, e.g. , IT Infrastructure, project management, business/process architecture or redesign.

• 2+ years experience in vendor management or infrastructure operations, required.
• Three (3) years supervisory / managerial experience, required.
• Excellent oral and written communication. Must be comfortable and skilled at managing customer expectations, required.
• Must be flexible and able to work off-hours as required to support deployments, resolve production problems or respond to corporate emergencies, required.
• Able to communicate processes and give persuasive presentations. Must be able to interact with all levels of management and communicate technical concepts to a non-technical audience, required.
• Ability to handle multiple assignments with changing priorities while meeting deadlines, required.
• Ability to establish medium/long-term plans and priorities and estimate investment requirements, preferred.
• Thorough understanding of ITIL processes and vendor management, preferred.
• Experience with implementing or integrating commercially available infrastructure components, preferred.
• Strong understanding of cyber security principles, preferred.
• Previous experience in laptop, desktop and audio/video equipment support, proficient with windows and mobile devices, preferred.
• Hand-on expertise with ticket management systems and monitoring tools such as ServiceNow, SCCM, Intune, etc, preferred.

• Ability to analyze and interpret financial data
• Excellent interpretation of complex statistical data
• Demonstrated customer service skills
• Excellent collaboration and team building skills
• Instills commitment to organizational goals
• Ability to inspire and develop staff
• Possesses flexibility to work in a fast paced, dynamic environment
• Project Demonstrated project management skills
• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.
• Ability to drive multiple projects to successful completion
• Ability to represent the company with external constituents

• Driver's License Required

• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
• Stand to use/operate office equipment for the duration of the workday

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able and willing to travel within Company service territory, as needed.