The company is seeking a proactive leader with a deep understanding of Cisco technologies, IT security best practices, help desk ticketing systems, and team leadership. This individual will oversee our internal systems infrastructure and security, as well as lead our managed services operations to ensure SLA adherence and overall client satisfaction. This role is critical in maintaining robust internal IT systems, implementing and managing security protocols, and ensuring the effective delivery of managed services. Key Responsibilities: Internal Systems & Security: Systems Management:
- Implement, and maintain the company internal IT systems and infrastructure, including on-premises and cloud-based services and system integrations, to support business operations.
- Manage software, hardware, and network resources to ensure optimal performance
- Monitor and respond to potential threats, ensuring data security and compliance with industry standards and regulations.
- Conduct regular security audits to identify and address risks in on-premises and cloud environments.
- Oversee the administration of both on-premises and cloud-based services, including Microsoft 365, Azure, and other critical platforms.
- Implement role-based access controls (RBAC) and other policies to ensure secure, efficient, and scalable operations.
- Lead, mentor, and manage a team of Managed Services Engineers, fostering a collaborative and results-driven environment.
- Conduct regular one-on-one meetings, provide feedback, and support career development.
- Oversee the delivery of managed services to clients, ensuring high-quality service and adherence to SLAs.
- Monitor team performance, resolve escalations, and drive improvements.
- Streamline workflows, improve incident response, and enhance customer satisfaction.
- Leverage automation and advanced tools to improve operational efficiency.
- Collaborate with other departments, including Professional Services, Sales, and Operations, to align IT operations with company business goals.
- Prepare and present reports on system performance, security incidents, managed services metrics.
- Work with vendors and partners, including Cisco and Microsoft, to maximize the value of implemented technologies.
- Minimum of 5-7 years of IT experience, with at least 2 years in a management role.
Strong knowledge of Cisco technologies (e.g., routing, switching, security, collaboration). - Proven track record in leading technical teams and delivering managed IT services.
- Excellent problem-solving, leadership, and communication skills.
- Familiarity with Service Desk Ticketing Systems.
- Strong understanding of hybrid cloud environments and virtualization technologies (e.g., VMware, Azure).
- Measurement: Track the completion of security audits by ensuring all application owner security audit requirements are met quarterly. And by tracking the number of non-compliance incidents and the time taken to resolve them.
- Measurement: Monitor the percentage of managed services tickets resolved within the Service Level Agreement (SLA) guidelines.
- Measurement: Measure customer satisfaction through surveys sent to clients after ticket resolution. Target is a CSAT score greater than 90%.
- Measurement: This is measured by tracking system uptime and aiming for a target of 99.9% availability. Use monitoring tools to log and report any downtime incidents and their duration.
DeWinter Group and Maris Consulting is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We post pay scales which are based on our client pay ranges. DeWinter, Maris, and our clients have the right to modify the requirements of the role which can impact the pay ranges posted.
