SR. IT MANAGER, US WEST

The US West IT Service Manager’s role is to ensure IT services are delivered to the business with exceptional and measured levels of quality, performance, and availability. This will include working with Business Leaders to identify changes that could drive requirements for IT related services and SLAs. The Service Manager will develop metrics and KPIs to deliver back to the business to report on IT performance. In addition, the position will require working in tight collaboration with shared services including IT Engineering, Security Operations, and Service Desk for key updates and changes that could require coordination with Regional Business Users.Additional responsibilities will include the following with specific focus for regional sites in scope:Provide day-to-day leadership, guidance, and support for reporting employees.Drive and follow best practices for governing and management of MSP providers.Serve as the SME for infrastructure services and solutions for the US west locations.Manage the lifecycle of all infrastructure and systems including systems that support manufacturing tools in the manufacturing and plant sites.Drive evaluation and selection of solutions and services for the local business and manufacturing requirements.Engage with business leaders to understand capacity forecasts for infrastructure services such as endpoint devices, network bandwidth, on-prem systems and storage, and personnel.Collaborate with IT Security Operations to ensure organizational-wide compliance with security policies and processes. Support audit activity as required for financial and cybersecurity assessments.Manage and work within ITIL-based change management processes to ensure that changes are appropriately documented, approved, and implemented.Conduct post-incident reviews, identifying root causes and improvement opportunities.Supervise and execute patch management of infrastructure, endpoints, and systems.Enforce the principle of least privilege for administrators, users, service accounts, and systems.Maintain Disaster Recovery (DR) and Business Continuity (BC) obligations and documentation. Routinely test DR and BC plans to ensure that they are accurate and up-to-date.Manage and maintain physical server room, MDF/IDF, and racks for cleanliness including support to maintain cable management practices and standards.Support Mobile Device Management (MDM) technologies to ensure that BYOD mobile devices are securely configured, monitored, and managed.Experience and Qualifications:Years and Type of Experience:7+ years of experience in an IT management role responsible for delivering IT infrastructure services.Excellent customer support acumen and a high level of appreciation for customer satisfaction metrics.Experience with KPI and metric development and working with business leaders to establish service expectations and SLA goals/targets.Extensive application experience with the Microsoft O365 and ecosystems of productivity and collaboration capabilities including good knowledge of licensing model types.Extensive knowledge of computer hardware technologies in a virtualized and physical hardware stack. Operating system experience and support of Windows and Linux platforms.Solid working knowledge of DBMS platforms, specifically Microsoft SQL.Extensive knowledge of networking (LAN/WAN/Wifi) technologies.Excellent knowledge of network security design and solutions.Excellent knowledge of cybersecurity solutions for EDR, NDR, DLP, SIEM, etc.Working knowledge of diagnostic utilities and tools used for troubleshooting server, network, and other IT operational incidents.Hands-on experience with laptops, desktops, tablets and associated operating systems with Windows and Android. Extensive knowledge with Microsoft Intune is a plus.Education and Qualifications:Bachelor’s degree in Information Technology, Computer Science, or a related field;10+ years of IT industry experience with proven advancement in achieving career goals.Solid understanding of vendor governance processes and MSP relationship management.Familiarity with the advanced principles of ITIL including asset management.Excellent problem-solving and decision-making skills.Effective communication and interpersonal skills.Ability to work under pressure and manage multiple priorities.Relevant certifications (e.g., PMP, ITIL, CISSP, CompTIA) are a plus.25% of travel is expected to meet with local leaders.Salary range:Annual salary range commensurate with experience: $165k - $185k

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