The ITaaS Director directly oversees the Technology helpdesk, technicians, system administrators, and engineering consulting teams that serve our diverse client base. A combination of manager, account supervisor, business driver, cheerleader, and customer service expert, this part-time onsite role requires a broad collection of skills as well as specific industry expertise.
RESPONSIBILITIES:
In this role, you'll get to...
- Take complete ownership of the technology team and partner with the account managers to provide excellent client services.
- Play an active role in proactive and reactive client management and issue resolution.
- Work closely with the executive team to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base.
- Oversight of service delivery projects, including equipment deployment, software releases, email migrations, etc.
- Develop, maintain, support, and optimize key functional areas to remove barriers hindering the team’s overall performance.
- Ensure the oversight, organization, and motivation of all members of the Technical Operations team.
- Lead by example, challenge functional status quo, manage and develop processes to document client issues, leverage trends and impact analyses in the overall service enhancement.
- Manage all aspects for the tier 1 and tier 2 organizational response of the Technical Operation Centers.
- Build, develop, and lead remote and onsite team of technical Operations resources.
- Investigate methods and procedures to better monitor our network and respond to issues.
- Provide executive-level reporting to inform decision making.
- Be the bridge between MSP partners for tier 1 and 2 support and our clients. Serving as the outsourced IT manager to help with escalations and troubleshooting.
- Escalation point to carrier and cloud partners we help implement and support for clients.
- Identifies staffing needs and works with the recruitment team to pursue targets.
- Maintains familiarity with current and upcoming IT equipment, services, and other developments.
- Perform root cause analysis of infrastructure problems and develop resolution and prevention plans.
- Other duties as assigned or needed
REQUIREMENTS:
On day one, we'll expect you to...
- Have expert knowledge of IT best practices, policies, and regulations
- Have a clear understanding of client/server technology and network architecture
- Have an understanding of a wide range of technologies covering Microsoft platforms, cloud, email management, virtualization, shared storage, disaster recovery, remote access, and more
- Have a solid understanding of cloud deployment and operations
- Have knowledge and significant experience with designing and implementing metrics and measurements
- Have 8+ years of IT service experience
- Have 5+ years of IT supervisory experience
- Have strong analytical skills, proven functional and technical analysis skills, and professional client interaction
- Have service awareness of all organization key IT services for which support is being provided
- Have strong teamwork, customer service, and interpersonal skills
- Have good communication including writing, speaking, and active listening
- Have the ability to communicate verbally and in writing with all levels of management and thrive in a cross-functional environment
- Have strong problem solving and critical thinking skills
- Have the ability to make sound decisions and solve complex business and technical issues
- Have advanced leadership and conflict management skills
- Have skill in strategic planning with an ability to think ahead
- Have skill in leading people and getting results with a strong client orientation
- Have excellent attention to detail
- Have proven success in leading a team and developing staff
- Have great project management skills including organization, planning, time management, and prioritization
- Have a fully functional and up-to-date computer with which to perform duties
- Be willing to install next generation end point protection on the computer
- Authorized to work in the US for any employer
- Be open to full time, contract opportunity
NOTE:
- This is a remote (work from home) opportunity.
Top Skills
What We Do
3GC Group is a transformational Managed Services provider, IT operations consultancy, and infrastructure design and implementor, orchestrated by former CxOs. As technology operations continue to evolve, the need for companies to go digital increases. We empower IT leaders to stay on top of these dramatic advancements. Elevating your day-to-day IT operations to a more stable, secure, and flexible environment will allow you to focus on the next evolution of technology in business. With a team of diverse technology and business experts, 3GC Group has built and supported enterprise solutions for over 20 years. Here are our promises: - No Big Assessments - Business Alignment - Experience Led Agility - Actionable & Measurable Action Plan
