Information Technology Manager

Job Summary:

The Information Technology Manager is a unique position where the role is responsible for both internal users and external client users. The role is responsible for identifying, implementing, and maintaining a variety of systems both internally for Relax & Company and subsidiaries as well as guests and clients visiting their summer home on Lake Sunapee and surrounding areas. The role requires being a team player with excellent communication skills. The Information Technology Manager must have exceptional customer service experience, be able to troubleshoot IT issues and explain processes clearly and concisely to non-technical end users or customers.

Primary Duties:

• Identifies, investigates, and resolves users' problems with computer software and hardware.

• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.

• Develops and implements business continuity protocols to minimize disruption to business operations in the event of emergency situations or data loss.

• Responsible for maintaining and upkeeping all IT infrastructure including all company hardware, software, and networking equipment. Install updates and perform testing as needed.

• Consults with users to determine steps and procedures taken to identify and resolve the problem.

• Utilize remote support tools to support and resolve user technology needs in a variety of settings

• Applies knowledge of computer software, hardware, and procedures to solve problems.

• Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.

• Oversees security of systems, networks, and other information systems.

• Facilitates IT security audits and investigations.

• Responsible for developing comprehensive IT security policy and training for all users in accordance with applicable regulatory requirements and best practices.

• Part of the team to implement client management systems.

• Manages Company phone system including administration for new users as well as technical support for all users.

• Arranges for service by software or hardware vendors to repair or replace defective products.

• Consults with clients and guests of Relax & Company to understand computing needs, recommending and implementing hardware, software, applications, and services to meet these needs.

  • Includes setting up home theaters, and sound systems, setting up home office equipment, and security systems, identifying opportunities for clients and guest technological needs, etc., and maintaining these systems.

• Maintains records, logs, and metrics related to service and support provided.

• Maintains workstations, peripherals, software licenses, and other equipment and supplies inventory.

• Maintains knowledge of trends and developments in technology, systems, applications, and equipment; applies this knowledge to recommend and acquire technology suitable for the organization's needs.

• Negotiates prices for hardware, software licensure, and services from vendors.

Skills:

• Must work well as a team and independently.

• Excellent verbal and written communication skills.

• Exceptional interpersonal and client service skills.

• Ability to listen to problems and diagnose, them effectively and efficiently.

• Organizational skills and attention to detail.

• Strong analytical and problem-solving skills.

• Proficient with Google Suite, Microsoft Office, and other CRM platforms and other relevant technology.

Education:

• Bachelor's degree in Information Technology, Computer Science or related field preferred.

Experience:

• At least 3 years of experience in customer technical support is highly preferred.

• 1 year of experience installing Audio-Visual systems and equipment (including projection, flat panel displays, control systems, audio/video signal routing and processing equipment).

Licenses & Certificates:

• Valid driver's license.

Physical Requirements:

• Physical presence throughout active job sites and client homes is required, when necessary.

• Prolonged periods sitting at a desk and working on a computer.

• Periodic need of standing, climbing, bending, and kneeling.

• Must be able to lift to 15 pounds at times.