Veteran Government Services LLC
Call Center Information Technology (IT) Manager
Veteran Government Services LLC, Fort Mitchell, Alabama, United States, 36856
Position Overview
The Information Technology (IT) Manager plans, directs, and coordinates information systems and telecommunications operations within the company. This is a hands-on role that includes oversite, investigation and resolution of end user support needs, customer service, infrastructure management including IT security, and recovery strategies and network administration, and strategic planning.
The incumbent research, analyzes, recommends, implement, and maintain computer network systems, hardware, and software to ensure maximum efficiency and uptime for the business and implement technological strategic solutions. Develops and updates company IT policies.
Requirements
Duties and Responsibilities:
Include the following. Other responsibilities may be assigned.Responsible for day-to-day IT operations and governance:
Oversees company IT operations including vendors (e.g., outsourced device management, managed cloud services, help desk support, etc.,).Provide IT help desk support for employees.Oversee and manage company IT security.Ensure and manage data security, network access and backup systems.Communicate & educate employees on IT and Security best practices.Maintain an IT asset management program.Manage disaster recovery/business continuity plan, policy, and testing.Refine and document relevant policies, processes, procedures, and associated systems requirements and monitor compliance with those policies and procedures.Recommend and implement, if approved, technology solutions and best practices to increase services and reduce costs.Leads the implementation of new solutions and upgrades.Track and meet designated SLAs.Interact with internal and external stakeholders.Effectively communicate relevant IT systems information to the CEO and the Executive Team in a timely fashion.
•
IT Networks Administration
Designing and planning network infrastructure that aligns with business needs, anticipates future growth, can scale accordingly.Monitoring network performance, identifying bottlenecks, latency issues, and potential vulnerabilities.Maintaining VPN, switches, structure cabling and wireless access points.Installing firmware and security patches as required.Responding to outages or performance degradation as required.Making changes to the network infrastructure when devices are added or removed.Assessing network requirements and making recommendations to manage risk and optimize current assets.
•
Information Security
Overseeing and managing the VGS security reviews and certifications.Managing the information security vendor to provide incident management and vulnerability management.Clarifying roles and responsibilities for incident response.Responding promptly to incidents within agreed levels.Maintaining VGS information security awareness training and orchestrating simulated phishing campaigns.Perform as ISSM and ISSO.
Other Responsibilities
Responding to after-hours emergencies.Perform other duties as assigned.
Required Skills:
Excellent communications (oral and written) and planning skills.Strong process and project management skills.Excellent interpersonal skills with employees at all levels of the organization to build trust and cooperation.Proven technical skill and the capacity to support and maintain essential IT operations.Knowledge of Information Security tools and techniques.Knowledge of cloud Infrastructure as a Service (IaaS) environments.Knowledge of Microsoft 365 and other cloud Software as a Service (SaaS) systems.Knowledge of wired and wireless networks.Knowledge of Aspect WFM, Avaya, and ECIS.Working knowledge of desktop/laptop deployments including support of the desktops, desktop applications, desktop images, encryption, endpoint security and the associated systems of application delivery and group policies.Understanding of and experience implementing information security and IT internal controls in line with industry standards including general principals of standard security audits and certifications.Skilled in conceptualizing, analyzing, developing, and implementing creative solutions to enhance productivity, efficiency and effectiveness of operations, systems, and procedures.Ability to organize, manage, analyze, and interpret data.Position Requirements
US Citizenship required.Bachelor's degree in computer science, business, telecommunications or related field OR equivalent experience and training.Ten (10) or more years of technology management experience.Experience with implementing and managing computer networks (hardware & software).Experience with cloud computing.Knowledge and experience with Window Server.Knowledge and experience with Microsoft Office 365.Ability to lift and/or carry various computer equipment and peripherals up to forty pounds.Must be willing to work on call, weekends, or after-hours if needed.
The Information Technology (IT) Manager plans, directs, and coordinates information systems and telecommunications operations within the company. This is a hands-on role that includes oversite, investigation and resolution of end user support needs, customer service, infrastructure management including IT security, and recovery strategies and network administration, and strategic planning.
The incumbent research, analyzes, recommends, implement, and maintain computer network systems, hardware, and software to ensure maximum efficiency and uptime for the business and implement technological strategic solutions. Develops and updates company IT policies.
Requirements
Duties and Responsibilities:
Include the following. Other responsibilities may be assigned.Responsible for day-to-day IT operations and governance:
Oversees company IT operations including vendors (e.g., outsourced device management, managed cloud services, help desk support, etc.,).Provide IT help desk support for employees.Oversee and manage company IT security.Ensure and manage data security, network access and backup systems.Communicate & educate employees on IT and Security best practices.Maintain an IT asset management program.Manage disaster recovery/business continuity plan, policy, and testing.Refine and document relevant policies, processes, procedures, and associated systems requirements and monitor compliance with those policies and procedures.Recommend and implement, if approved, technology solutions and best practices to increase services and reduce costs.Leads the implementation of new solutions and upgrades.Track and meet designated SLAs.Interact with internal and external stakeholders.Effectively communicate relevant IT systems information to the CEO and the Executive Team in a timely fashion.
•
IT Networks Administration
Designing and planning network infrastructure that aligns with business needs, anticipates future growth, can scale accordingly.Monitoring network performance, identifying bottlenecks, latency issues, and potential vulnerabilities.Maintaining VPN, switches, structure cabling and wireless access points.Installing firmware and security patches as required.Responding to outages or performance degradation as required.Making changes to the network infrastructure when devices are added or removed.Assessing network requirements and making recommendations to manage risk and optimize current assets.
•
Information Security
Overseeing and managing the VGS security reviews and certifications.Managing the information security vendor to provide incident management and vulnerability management.Clarifying roles and responsibilities for incident response.Responding promptly to incidents within agreed levels.Maintaining VGS information security awareness training and orchestrating simulated phishing campaigns.Perform as ISSM and ISSO.
Other Responsibilities
Responding to after-hours emergencies.Perform other duties as assigned.
Required Skills:
Excellent communications (oral and written) and planning skills.Strong process and project management skills.Excellent interpersonal skills with employees at all levels of the organization to build trust and cooperation.Proven technical skill and the capacity to support and maintain essential IT operations.Knowledge of Information Security tools and techniques.Knowledge of cloud Infrastructure as a Service (IaaS) environments.Knowledge of Microsoft 365 and other cloud Software as a Service (SaaS) systems.Knowledge of wired and wireless networks.Knowledge of Aspect WFM, Avaya, and ECIS.Working knowledge of desktop/laptop deployments including support of the desktops, desktop applications, desktop images, encryption, endpoint security and the associated systems of application delivery and group policies.Understanding of and experience implementing information security and IT internal controls in line with industry standards including general principals of standard security audits and certifications.Skilled in conceptualizing, analyzing, developing, and implementing creative solutions to enhance productivity, efficiency and effectiveness of operations, systems, and procedures.Ability to organize, manage, analyze, and interpret data.Position Requirements
US Citizenship required.Bachelor's degree in computer science, business, telecommunications or related field OR equivalent experience and training.Ten (10) or more years of technology management experience.Experience with implementing and managing computer networks (hardware & software).Experience with cloud computing.Knowledge and experience with Window Server.Knowledge and experience with Microsoft Office 365.Ability to lift and/or carry various computer equipment and peripherals up to forty pounds.Must be willing to work on call, weekends, or after-hours if needed.