Lead IT System Administrator – Managed Services

Lead IT System Administrator – Managed Services JOB DUTIES AND RESPONSIBILITIES

• Manage current team of 6-8 service desk employees while maintaining the healthy company culture that deepens relationships and promotes a cooperative atmosphere.
• Align and direct the Service Desk, while sometimes sharing resources with other departments, especially the Project Implementation department.
• Focus on ‘Cost of Service Delivery’ including Labor Profitability and tool costs/benefits.
• Help implement “Process Driven” processes into the organization.
• Recruit, develop and hold staff accountable to processes and procedures necessary to maintain quality of service, while keeping with client expectations.
• Continually help keep the service team improve their knowledge on new products and new procedures while continuing to focus on delivering the customers a positive experience.
• Working with our Dispatch department to ensure tickets our managed and keeping up with contractual SLAs.
• Provide and support department measurements of accountability such as but not limited to: resource utilization rate, customer survey scores, ticket close rates, reopens, and average ticket close times.
• Provide monthly reports reviewing department performance and status reports on objectives.
• Escalation Management – Be the highest level point of contact for support issues and client requests.
• Make recommendations to our sales team to help customers migrate to stable and productive IT infrastructure networks.

Lead IT System Administrator – Managed Services QUALIFICATIONS (Education, Experience, and Certifications)

• This position requires at least 4 years’ experience in systems administration
• Bachelor’s degree or technical degree or an equivalent combination of education and/or experience.
• Experience with Windows Server, firewalls, Antivirus solutions, Backup and Recovery products and processes, LAN networking/distributed computing environments (client/server), VMware, O365 and Azure is required. Experience with Citrix, Cisco routing and switching, Mac computers, configuring network routers, and remote connectivity is a plus.
• Previous experience using remote monitoring, ticketing, and CRM systems, as well as supporting multiple clients in an outsourced service industry, is highly desirable.
• Employee must also show strong work history of being successful with people and leading clients and/or people in the IT industry.

Lead IT System Administrator – Managed Services KNOWLEDGE, SKILLS AND ABILITIES

• Excellent written and verbal communication skills are essential, as well as effective organizational and multi-tasking skills.
• Must be able to present technical concepts in layman terms and communicate well with clients.
• They must be able to read, analyze, and interpret general industry periodicals, technical procedures and governmental regulations.
• They must exhibit an ability to professionally write reports, business correspondence, and procedure manuals.
• They must be able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• They must be able to effectively present information and respond to questions from clients, vendors, employees, and the general public.
• The employee must be able to solve complex problems quickly and completely without assistance.
• Must possess excellent conflict resolution, interpersonal and leadership skills.
• They must be self-driven, highly customer-focused, be able to work without close supervision, and possess a positive mental attitude.

Lead IT System Administrator – Managed Services BENEFITS:

This is a full-time position and thus the Team Lead System Administrator will be provided all the benefits that come with being a full-time employee including…

• Salary range $90k-110k
• Blue Cross Blue Shield health/medical insurance
• 401k and match
• 3 weeks PTO
• Certification reimbursement
• Career path to management
• And more…

 

*Actual salary for the Lead IT System Administrator – Managed Services chosen shall commensurate with experience*