Information Technology Manager

Position Overview

Responsible for managing the operation of the Information Technology (IT) department, as well as being the point of contact for office department managers when needed. Ensure that the IT departmental tasks and projects are completed accurately, timely and commensurate with the firm's high standards for quality. Works with the Senior Director of IT Infrastructure and Technical Support Services, the Associate Director of Collaborative Technology Services and the Technology Project Manager in the development and implementation of procedures and instructs, guides and reviews work of departmental staff, if applicable. Works to resolve Help Desk referrals and may receive front-line user Help Desk calls.

Duties and Responsibilities

Primary

• Represents IT staff and function by communicating with the Senior Director, local office Director of Administration and IT personnel regarding technology ideas, questions, concerns, etc.
• Provides daily leadership and training to new IT staff; hires, manages and evaluates support staff and develops their ability to provide efficient support functions, if applicable.
• Provides supervision and development of the User Support Specialists and serves as the primary contact for call escalation and issue resolution.
• Provides hardware and software support and assistance for all computer related applications and equipment.
• Adheres to written procedures, checklists and all quality control associated with project rollouts.
• Troubleshoots complex workstation / server, network and telecommunication problems; maintains and documents detailed resolution steps and provides communications to the other technology group members regarding problems.
• Provides excellent customer service by understanding user needs, consistently exceeding the user's expectations and assisting in the development of action plans that achieve good user experiences.
• Reviews call logs identifying consistent questions and / or problems and works with the Technology Directors and Help Desk Supervisor to create solutions.
• Ensures appropriate Help Desk coverage from the office and provides appropriate feedback to the Help Desk Supervisor regarding problems and tickets.
• Responsible to work or rotate staff to work monthly maintenance windows as required.
• Helps support the office audio visual and conference center function. Oversees equipment setup for meetings, conferences and videoconference.

Secondary

Working Conditions

Minimum Qualification

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Disclaimer

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, qualifications and skills required of personnel so classified. The firm reserves the right to revise or modify this job description at any time.