Information Technology Manager

Position OverviewResponsible for managing the operation of the Information Technology (IT) department, as well as being the point of contact for office department managers when needed. Ensure that the IT departmental tasks and projects are completed accurately, timely and commensurate with the firm's high standards for quality. Works with the Senior Director of IT Infrastructure and Technical Support Services, the Associate Director of Collaborative Technology Services and the Technology Project Manager in the development and implementation of procedures and instructs, guides and reviews work of departmental staff, if applicable. Works to resolve Help Desk referrals and may receive front-line user Help Desk calls.

Duties and ResponsibilitiesPrimaryRepresents IT staff and function by communicating with the Senior Director, local office Director of Administration and IT personnel regarding technology ideas, questions, concerns, etc.Provides daily leadership and training to new IT staff; hires, manages and evaluates support staff and develops their ability to provide efficient support functions, if applicable.Provides supervision and development of the User Support Specialists and serves as the primary contact for call escalation and issue resolution.Provides hardware and software support and assistance for all computer related applications and equipment.Adheres to written procedures, checklists and all quality control associated with project rollouts.Troubleshoots complex workstation/server, network and telecommunication problems; maintains and documents detailed resolution steps and provides communications to the other technology group members regarding problems.Provides excellent customer service by understanding user needs, consistently exceeding the user's expectations and assisting in the development of action plans that achieve good user experiences.Reviews call logs identifying consistent questions and/or problems and works with the Technology Directors and Help Desk Supervisor to create solutions.Ensures appropriate Help Desk coverage from the office and provides appropriate feedback to the Help Desk Supervisor regarding problems and tickets.Responsible to work or rotate staff to work monthly maintenance windows as required.Helps support the office audio visual and conference center function. Oversees equipment setup for meetings, conferences and videoconference.Secondary

Assists on special projects when required, working with the PM to manage successful completion at the local office level.Performs additional duties and responsibilities as may be assigned.Working Conditions

Ability to lift 30 pounds and stand for long periods of time.Travel to other office locations as needed.Job is subject to time pressures and constraints.Minimum QualificationEducation:Bachelor's degree in a computer related field, or equivalent related experience, and applicable technical course.Experience:

Five to ten years related experience with workstations and cloud server system environment; Five years supervisory and project management experience preferred.Special Knowledge:

Workstation and server operating systems along with experience maintaining and troubleshooting technical problems in a hyper-converged cloud systems environment.Proficient with Zoom, Microsoft TEAMS and other video conference platforms.Comfortable supporting Voice over IP (VOIP) telephone systems.Demonstrates the willingness and ability to help other team members on difficult issues.Technical Skills:

Ability to configure user workstation to firm's specifications, combined with technological problem determination and solving skills. Strong knowledge of Microsoft Windows 11, Microsoft Office 365, NetDocuments, Citrix/VPN, Lenovo/HP laptops and desktops, 2FA and InTune.iPhone, iPads and Android Support experience.Ability to support Apple iOS.Attributes:

Advanced problem-solving skills and ability to communicate technical information in laymen's terms. Ability to work with all levels of firm personnel, work with people under time critical deadlines and work in a fast-paced, demanding environment while maintaining a calm demeanor.Qualifications:

Ability to handle sensitive and/or confidential documents and see projects through to completion.

DisclaimerThe above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, qualifications and skills required of personnel so classified. The firm reserves the right to revise or modify this job description at any time.