Job Details
Overview:
The Manager of IT Enterprise Systems, reporting to the Chief Information Officer (CIO), plays a critical role in overseeing and optimizing the organization's IT infrastructure and systems. This position requires a strong technical background and expertise in managing enterprise-level cloud and on-premises systems. The Manager of IT Enterprise Systems collaborates with internal teams, stakeholders, and vendor partners to support business operations and program services while ensuring resilience, performance, and security of the IT environment. This role also involves providing subject matter expertise, leading service management efforts, and guiding the IT Service Desk and System Administration teams.
Responsibilities:
Essential Functions
- Lead the architecture, design, and implementation of cloud (MS Azure) and on-premises enterprise systems, ensuring their resilience, availability, health, and performance.
- Collaborate with internal business teams, cross-functional stakeholders, application owners, DevOps, and vendor partners to support business operations and program services.
- Provide subject matter expertise, offer high-level internal consulting support, and contribute to decision-making across all business divisions.
- Oversee the IT Service Desk and System Administration teams, ensuring effective service delivery and support.
- Manage enterprise system patching and maintenance activities, ensuring system reliability and security.
- Design and operationalize comprehensive solutions for monitoring, alerting, and logging across all enterprise systems.
- Establish and maintain a suitable test environment and execute application test plans, including documentation and acceptance criteria.
- Stay updated on application enhancements and undergo relevant application vendor training to maintain technical knowledge.
- Update and maintain relevant policies, procedures, and IT information sharing platforms.
- Execute identity and access policies, update the cyber security strategy, and collaborate with the vCISO to strengthen controls and incident response for enterprise system threat vectors.
- Audit operational solutions to ensure compliance with established security and compliance controls.
- Ensure disaster recovery and business continuity plans for enterprise systems are in place and regularly tested.
- Foster a highly motivated environment and demonstrate a passion for creating and supporting effective IT solutions.
- Guide, coach, and mentor help desk team members and interns, fostering their professional growth.
- Communicate complex technical concepts in a clear and understandable manner for non-technical stakeholders.
- Stay informed about emerging technologies that can enhance IT operations and support the organization's objectives.
Qualifications:
- Education and/or Experience Expectations:
- Bachelors degree with a focus on computer sciences preferred, Masters Degree in Computer Science or similar is a plus
- A minimum of 5 years related experience with supervisory roles required and 8+ years preferred.
- Expertise with program and project management disciplines with increasing program/project management experience
- Agile project development experience
- Specific background in ITIL-based Incident, Change & Release Management processes, and/or previous systems engineering/IT service desk experience in a highly matrixed, technology-centric business highly desired.
- Successful track record managing complex, cross-functional teams across all levels of the organization from independent contractors and individual contributors up to Sr. Management
- Demonstrable leadership, consultative and relationship building abilities
- Strong sense of leadership and client advocacy
- Certificates, Licenses and Registrations:
- Information Technology Infrastructure Library (ITIL) certification preferred
- Microsoft, AWS, Cisco, Security+, VMware and PMP certifications are a desired plus
- Leads a team of service desk technicians, analysts, and engineers along with managing external partners in each area.
- Serves as a top-level technical and customer-service point of escalation for all enterprise systems
- Applies proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues to maximize the benefit of IT systems investments
- Educates and trains IT team members regarding new tools, solutions or any changes and modifications to the existing systems
- Professional Expectations:
- Must be able to lead and inspire a team of technology professionals
- Demonstrates effective oral and written communication with management, team members and program staff
- Well-organized, able to juggle many simultaneous tasks and changing priorities
- Takes personal ownership of work to be responsible and personally accountable (going beyond assigned tasks to make the agency better, identify and report issues, demonstrate strong concern for end-user deliverables and initiatives)
- Exhibits a positive customer-service attitude, is flexible and adaptable in approach to work
- Employs professional judgment on the job
- Interest in learning & professional growth through a combination of training opportunities and day-to-day work.
- Extensive technology management and technical team leadership experience highly desired with a minimum of 2years of relevant leadership experience required and 4 years preferred.
- Advanced-level technology management skills and best practices preferred
- Strong project management skills, including the demonstrated ability to execute on a project plan and keep current documentation of all project efforts and issues
- Able to triage complex technical issues related to enterprise systems technologies and a multitude of other variables; documentation and standardization; response time & resolution time metrics
- Moderate to advanced-level technical knowledge of most of the following:
- Azure & AWS
- Nutanix, Hyper-V and VMWare vSphere
- Veeam Backup & Replication
- Microsoft Windows Server, Exchange and/or Office 365
- Microsoft Active Directory, Group Policy and NTFS Permission administration
- Networking and DNS, TCP/IP LAN and WAN technologies including MPLS, Cisco, SDN and Meraki switches, firewalls, and wireless access points
- Automation via PowerShell or other scripting languages
- Familiarity with ServiceNow a plus
- A well-rounded skill set is preferable to deep knowledge in any one technical area