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MSP Help Desk Manager

Company: Syntech Group
Location: Rancho Cucamonga
Posted on: March 16, 2023

Job Description:

Job Description Syntech Group is seeking a proven IT leader to manage Syntechs Managed IT Services for our clients. We are looking for someone who is ready to make a difference and help us build the future of IT services.

How YOU will make a Difference:
As a member of the IT Leadership Team, the IT Operations Manager is responsible for hands-on management of new client implementations and providing day-to-day operational management, guidance, support, and mentoring for a growing team of technology professionals. The Manager of IT Operations will be responsible for the architecture, reliability, and availability of Syntechs Enterprise and SMB IT Services clients. This position is hands-on and the successful candidate will have the right mix of hands-on experience, strong interpersonal skills, and technical skills. This position can work from home 80% of the time. There will be times that this position will require you to be at the office or be at a client's site.

What YOU will do:

  • Responsible for architecting, implementing and supporting the short/long-term infrastructure plans for Syntechs Enterprise and SMB IT Services clients
  • Day-to-day client infrastructure operations related to computer equipment, networking, data centers, and other technology.
  • Prioritize and allocate help desk tickets and projects as necessary.
  • Participation in periodic security audits, accountable for ensuring security controls are adhered to, systems are secure, and unauthorized access is prevented.
  • Understand, document, and reduce technical and operational barriers using technology, software functionality and/or modification to procedures.
  • Establish, manage, and evolve the appropriate SLAs, KPIs, and customer satisfaction measures that are aligned to business needs.
  • Serve as a knowledge resource for information technology capabilities and best practices.
  • Hiring and Management of additional IT Support Technicians
  • Conduct operational activities in a manner that is process-driven and documented including relevant change control practices.
  • Manage vendor relationships and contracts to ensure appropriate levels of support while obtaining maximum value in the purchasing process.
  • Foster a culture of innovation, transparency, and accountability.
  • Work with the Syntech Groups Sales Team to define service abilities and to provide support as needed.
  • Windows Server Management Resource Management Functions:
    • Manage staff, including appropriate roles/structure, supporting, coaching, mentoring, and developing a talented team of IT professionals
    • Manage and provide direction for the team in support of business objectives, setting clear goals, ownership, and accountability for scope, schedule, and quality. Knowledge, Experience, and Key Attributes needed for Success:
      • BS/BA degree or comparable experience/certifications in IT Operations
      • Well versed in a broad set of technologies including networking, storage, collaboration tools, service desk, cybersecurity, virtualization, cloud infrastructure
      • Technically proficient with hands-on experience with many of the following:
      • Microsoft Windows Servers, Linux
      • Active Directory
      • Enterprise Networking
      • Virtual environments
      • Storage technologies
      • Endpoint Management, Computer Imaging
      • Experience deploying and supporting cloud-based applications and infrastructure on AWS and Azure
      • Must possess project management and prioritization skills.
      • Excellent verbal/written communication and interpersonal skills. Not required but would love to see:
        • Healthcare-related IT Experience and/or industry knowledge is a plus
        • Experience managing, training, or growing Implementation teams
        • Project Management Training or experience (including software)
        • Comfort presenting information to diverse groups, leading meetings and providing training in person and on the phone
        • Work experience with an MSP or MSSP by Jobble

Keywords: Syntech Group, Rancho Cucamonga , MSP Help Desk Manager, Executive , Rancho Cucamonga, California

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