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Technical Support Manager
Township, New JerseyRole & Responsibilities :
Candidate Profile:
- Manages the day-to-day activities of the infrastructure team, providing guidance and direction as necessary
- Manages enterprise-wide servers, including VMWare, Citrix
- Manages storage across the enterprise
- Helps manages the enterprise Office 365 email platform including Exchange, OneDrive, Teams, and SharePoint
- Coordinates all problems, incidents and change management initiatives using NJR IT standard operating procedures and ITIL best practices
- Provides detailed RCA for any outages or major incidents
- Ensures infrastructure team is following NJR security standards
- Works with security team to implement existing security measures and controls
- Collaborates on business system architecture plans, assesses cost and feasibility of the system requests, and ensures the plan supports strategic and near-term needs
- Assists in the development of the department's budget and makes recommendations regarding spending decisions
- Utilizes software and hardware tools, identifies, and diagnoses complex problems and factors affecting network performance and takes corrective measures
- Works with various functional managers to ensure project costs and schedules are properly estimated and controlled.
- Tracks progress of assigned tickets with a focus on meeting delivery deadlines
- Tracks and reports on metrics and KPI for tickets assigned to and handled by the Infrastructure Support team.
- Helps manage yearly audit process with audit team
- Integrates activities with business units and other IT functional areas to ensure the successful implementation and support of project efforts
- Manages the Technical Support staff by supporting a team-oriented work climate that enables project team members to develop professionally. Values diversity, promotes teamwork and collaboration.
- Emphasizes quality, customer satisfaction, creativity, and cost effectiveness
- Ensures infrastructure meets or exceeds service level agreements and that operations align to support agreements and Company strategy
- Works with the DR Manager and Business Continuity team to ensure that the disaster recovery and business continuity plans support the Business Continuity Strategy for the overall company and business.
- Serves as backup for the DR manager
- Forecasts and plans data center equipment and project cost requirements in the annual budgeting process
- Works with Project Management team on resource planning and project forecasts.
- Helps manage yearly Microsoft True-up and EA agreement.
- Serves as a point of escalation for infrastructure related incidents; ensures the appropriate resources are engaged for timely action and proper traction.
- Manages vendor relationships with key partners and internal/external service providers.
Candidate Profile:
- Bachelor’s degree in information systems or a related IT field is required
- Advanced knowledge of Office 365, including SharePoint, Exchange Online, and Azure AD
- Minimum 5+ years of experience in managing an infrastructure technical support team
- Minimum 5+ years of experience with Microsoft server technologies
- VMware experience required
- Understanding of current recovery solutions, high availability architectures, LAN, system administration and monitoring, and mainframe architectures is needed as is knowledge of crisis communication solutions
- Experience managing infrastructure related projects
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
- Advanced knowledge of PowerPoint and Excel for presentation and reporting
- Strong problem solving and troubleshooting skills with experience exercising sound judgement
- Excellent teamwork and interpersonal skills
- Strong customer service skills with a problem-solving mindset
- Excellent communication skills to convey plans, exercises, and activities. Must be able to interact with technical, non-technical, and management employees
- Available 24 x 7 to respond to issues, escalation and support off hour maintenance.
- Ability to multi-task, analyze and solve problems quickly with attention to detail.
Kind Regards,
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Jobskey Search and Selection
KSA Office -- Email: Consultant@jobskeysearch.com| Website: www.jobskeysearch.com
Resumes@Jobskey.com | Website: www.jobskey.com