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Technical Support Manager

Township, New Jersey
Role & Responsibilities :
  • 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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