IT Technical Manager

Position Summary and Objective
The IT Technical Manager role is integral to our IT service delivery model. This position will oversee technical support and operations across multiple site locations and provide higher-level technical support when additional help is required. The Technical Manager will also provide input into strategic plans and operations to ensure the company is well-positioned for future growth.
Essential Functions and Responsibilities
 

• Troubleshooting and problem-solving for technology systems that need to run 24x7x365
• Providing IT hardware and software support for end-users.
• Answering incoming calls and emails from customers and vendors.
• Documenting issues and resolutions.
• Escalating and working on complex cases with technical partners and vendors.
• Conducting diagnostic tests and identifying problems.
• Offering solutions to customers.
• Installing, modifying, and repairing computer hardware and software systems.
• Maintaining system functionality by testing computer components.
• Managing vendor relationships
• Ensuring IT policies and standards are being followed along with cybersecurity practices.
• Helping build and determine Technology strategic plans
• Reviewing systems and processes towards a goal of iterative improvement
• Perform other duties as assigned.

Competencies and Attributes
 

• Demonstrated experience developing relationships.
• Ability to manage multiple tasks concurrently and perform work without direct supervision
• Ability to manage sensitive information with confidentiality and professionalism.
• Demonstrated experience managing workload effectively and seeing projects through to completion.
• Exhibits resourcefulness commensurate with a level of urgency to meet customer needs.
• Excellent verbal and written communication.

Qualifications and Education
 

• 2-4 years of information technology support experience performing service support.
• 2-3 years of experience in a Technology Management role.
• A bachelor’s degree in technology is preferred, or equivalent experience is required.
• Experience planning, deploying, managing and maintaining SaaS platforms.
• Strong physical and virtual Network experience.
• Strong Firewall and Routing experience.
• Strong experience with Microsoft platforms, especially Cloud.
• Experience with solving and explaining technical issues across a broad workforce.
• Superior understanding of computer hardware and software systems.
• Demonstrated prowess with diverse information systems.
• Exhibits drive and can quickly develop, advancing along a planned learning arc.

Position Type and Schedule
 

• Regular Full-Time (RFT).
• On-site full work schedule
• May require after-hours and weekend responses for technical issues impacting 24-7 operations.
• Exempt professional - Salaried

Work Environment and Physical Demands
Reasonable accommodation requires the physical and mental capacity to perform all essential functions effectively. In addition to other demands, the demands of the job include: 
 

• Frequent sitting and standing for periods. 
• On occasion, perform stressful and physical activity when needed.
• Ability to lift 20 – 30 pounds when required.

Equal Opportunity Employer Statement
Global Guardian is an equal opportunity employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, disabled status, or genetic information. If you need reasonable accommodation regarding the application process, do not hesitate to contact [email protected].