IT Manager

IT Manager

Position Summary:
The IT Manager is responsible for overseeing the company’s IT operations, ensuring all technology systems and processes run efficiently, securely, and align with business objectives. This role will manage IT staff, lead technology initiatives, oversee vendor relationships, and ensure optimal performance of critical business applications, infrastructure, and security systems. Strong communication skills and a customer service mindset, both internally and externally, are essential to success in this role.

Key Responsibilities:

Leadership & Strategy:

• Provide leadership and direction to the IT team, ensuring alignment with company goals.
• Develop and implement IT policies, procedures, and best practices to enhance efficiency and security.
• Identify and recommend technological solutions to improve business operations.

System & Network Management:

• Oversee the management of company databases, software applications, and IT infrastructure.
• Ensure proper administration of business-critical systems, including Softpak, Navusoft, Microsoft 365 (Teams, SharePoint), and call center software (RingCentral & Max).
• Manage the company's security systems, including onsite surveillance and cybersecurity measures.

IT Support & Service Management:

• Oversee the support and troubleshooting of hardware, software, and network issues for desktops, tablets, and mobile devices.
• Ensure smooth onboarding and offboarding of employees, including setup of accounts, permissions, and licenses.
• Develop and enforce IT support protocols to enhance response times and issue resolution.

Vendor & Budget Management:

• Manage relationships with IT vendors, software providers, and service contractors.
• Oversee software licensing, renewals, and procurement to optimize costs and compliance.
• Plan and manage the IT budget, ensuring cost-effective technology investments.

Security & Compliance:

• Ensure compliance with IT security policies and industry standards.
• Regularly assess and mitigate cybersecurity risks.
• Oversee data backup, recovery plans, and business continuity strategies.

Communication & Customer Service:

• Ensure consistent, professional, and timely communication with internal staff, vendors, and external customers.
• Serve as a liaison between technical resources and non-technical stakeholders, translating IT concepts into clear, actionable information.
• Proactively communicate system outages, maintenance, or updates that affect operations.
• Respond promptly to inquiries and issues with clarity and follow-through.
• Provide exceptional internal customer service by supporting employees’ technological needs with patience, accuracy, and a solutions-oriented mindset.
• Foster a culture of service excellence in all IT interactions internally and external, by setting standards for responsiveness, accountability, and follow-up.
• Address external customer or vendor IT-related concerns efficiently, representing the company’s values and professionalism in all communications.

Qualifications & Skills:

• Experience: 5+ years of IT management experience.
• Technical Knowledge: Familiarity with enterprise software (Softpak, Navusoft, Microsoft 365, Crystal Reports, RingCentral, Max).
• Leadership: Proven ability to manage IT teams and drive technological improvements.
• Problem-Solving: Strong analytical and troubleshooting skills.
• Communication: Exceptional verbal and written communication skills; ability to clearly convey technical information to diverse audiences.
• Customer Service Orientation: Demonstrated commitment to providing excellent service to both internal teams and external partners, with a focus on responsiveness and follow-through.