IT Manager

Description

The Body Art Alliance (BAA) is at the forefront of innovation, creating the tools and products to better serve our artists. From the first truly wireless tattoo machine, to the groundbreaking novel tattoo parlor on a cruise ship, BAA has cultivated the industry and been the “first of many.” We are dreamers, artists, creatives, innovators and pioneers, driven to propel the body art community across the world.  

We’re here to elevate, empower and take our industry to the next level. Our family of brands will continue to be led by their day one founders and continue to create and oversee our innovative product lines. While we are better united, our brands will always have that special touch that makes them unique. Our new partnership will allow us to create, design and manufacture products, create best-in-class educational content that transcends, and have a direct social impact in the communities we serve.  

The Body Art Alliance welcomes you home! Discover all that we offer and join our winning team. 

The BAA IT Manager will lead service delivery for all internal IT Systems to support optimized team productivity, security, data management and network operations across BAA’s multi-location enterprise.  Working in close partnership with our Managed Services Provider, and directly responsible for their delivery of services, this hands-on role supports a distributed team of more than 300 employees and contractors working in office, hybrid and remote work environments. In this position you’ll be responsible for seamless operations of both corporate and end-user systems with success measured by system reliability/security as well as employee productivity and satisfaction. The ideal candidate will bring a blend of proven vision for enterprise-wide technology management; technical depth in networking, data management and desktop system management; and a strong customer-service orientation.  To succeed you must be willing to roll-up your sleeves, quickly adjust to regularly changing priorities and drive process change that produces results through continuous improvement. 

RESPONSIBILITIES:  

Technology Management and Strategic Planning 

• Develop and implement long-term IT strategies that align with business objectives, including technology roadmaps and budget allocation. 
• Assess new technologies and vendors to identify potential solutions for business needs. 
• Negotiate contracts and manage relationships with external IT vendors. 
• Develop and manage the IT budget, including cost optimization strategies. 
• Serve as a point of communication between IT, primary operating business units, HR, and external vendors. 

Technical support   

• Provide hands-on set-up, technical support and troubleshooting for PCs, software and network equipment.  
• Proactively monitor and manage systems to ensure maximum uptime, security and performance. 
• Manage the BAA MSP to optimize service delivery including implementation of measures for quality and end-user satisfaction to guide continuous improvement.  
• Partner cross-functionally to define, implement and train on IT standards, policies and procedures including employee onboarding and offboarding, security compliance and best practices for productivity.  
• Guide IT support for new office setup, office expansions, etc., including relocation and/or installation of voice/data communications solutions, LAN and PC equipment, conference room setups.   
• Configure, optimize and manage IT helpdesk in Jira, assign and answer support tickets within 24 hours of submission.  

Operational support and training  

• Define and lead processes for asset management, software license management, and technical documentation.  
• Responsible for purchases and installation of IT hardware and software for primary Operating Units.  
• Responsible for auditing software licenses across all platforms monthly and devices across Business Units quarterly.   
• Document and maintain processes according to IT best practices and record changes to the infrastructure in accordance with proper change management procedures.  
• Provide new staff introductory orientation.  
• Improve staff learning and proficiencies by providing technical instruction either individually or in groups.  

SKILLS:  

• Excellent customer/employee relations and communication skills.  
• Excellent network analysis and robust troubleshooting skills for network performance, data management and capacity planning including ability to proactively formulate data-based recommendations.  
• Strong capability to document procedures, policies, and infrastructure.  
• Ability to quickly adapt to advancing technologies and procedural changes.  
• Self-motivated, detail and team oriented.  
• Ability to communicate technical concepts in non-technical terms.  
• Identify, analyze, and troubleshoot a wide range of complex technical computer and network related problems effectively.  
• Listen and communicate information to a wide variety of clients and vendors at all levels of skill.  

KEY PERFORMANCE INDICATORS (KPI):  

• Network Uptime and Reliability – Achieve 99% network uptime and full data access across BAA locations and proactively implement security measures that minimize exposure to external threats. 
• Technical Support – Provide 24-hour turnaround for all technical support at each business unit and the BAA. Acknowledge and solve everyday problems by troubleshooting or by finding the right resource/vendor to trouble shoot the issue. Maintain help desk.  
• Operational Support – Provide excellent service to each Business Unit by monitoring and auditing all software and licenses monthly, in-time ordering of devices, and auditing devices quarterly.  
• Communication – Communicate regularly with Project Management team to ensure on-time delivery of technical requirements for projects. Act as POC between IT, HR, BU’s and external vendors. Provide IT introduction to new employees during employee orientation.   

QUALIFICATIONS AND EDUCATION REQUIREMENTS:  

• 4-8 years of IT management and support experience.  
• Proven technical depth in network administration, data management, hardware support (PC and Apple),  cybersecurity and compliance and dev ops.  
• Expertise with Microsoft Enterprise Software Suite: O365, Teams, Sharepoint etc  
• Project management and customer service skills are required, organization tools to manage projects and monitor timelines.  
• Network analysis and reporting, ability to formulate recommendations based on reporting.  
• Strong partner management skills, capable of holding MSP responsible and accountable.  
• Familiarity with NetSuite, Snowflake, Fivetran, Contivio, Solidworks, and Brandfolder a plus 
• Close proximity to BAA offices (Hanover MD, Oakdale CA) preferred.  

PHYSICAL REQUIREMENTS:  

• Prolonged periods of sitting at a desk and working on a computer  
• Travel approximately 20% 

Qualifications