IT Manager

IT Manager – GenslerJoin to apply for the IT Manager role at GenslerGet AI-powered advice on this job and more exclusive features.OverviewThe IT Manager is responsible for managing IT operations in a Gensler office, with oversight over one or more satellite office. Daily Operations include managing team members and processes; operations touch Messaging, Network, VoIP, Server and Workstation areas. Management responsibilities include daily staff management and support for 250–300 end-users. Standards adherence is collaborative with the Regional IT Director. Active participation in development, deployment and adherence to standards is required and will be monitored.What You Will DoThe IT Manager will establish goals and develop project plans supporting office and regional objectives, monitor and report progress, and interpret changes in guidelines, policies, procedures and related matters to the Regional IT Director. Actively communicate with leadership, Office and Studio Directors and end-users to inform, educate and monitor technology innovations, adoption, usage and satisfaction.Service Desk ManagementManage incident support groups.Review incidents exceeding target resolution times and escalates as appropriate.Review previous day’s Customer Survey results.Review Service Desk Dashboard reports.Review daily service desk activity reports.Review incidents with 30 days of no activity.Review monthly service desk performance report, make adjustments as required.Manage escalations to ensure Sev 1 and 2 tickets are resolved within SLAs.Administration and Personnel ManagementReview and approve team member timesheets.Attend recurring teleconference/videoconference meetings.Conduct mentoring sessions with team members monthly Personal Development.Program sessions with team members.Assure adequate training and application of standard operations and procedures.Data IntegrityMonitor the data integrity process, backup, restoration and archiving.Perform periodic restores and recoveries to test procedures.Monitor the health of data storage equipment to ensure reliability.Asset ManagementManage current assets and asset allocations (inventory control).Manage local budget, procurement, and disposal processes.Track software licenses & confirm utilization.Procure, install, move, de-install all PCs and workstations.Costa Rican Free Trade Zone processes.Infrastructure ManagementSupervise the deployment of IT Infrastructure equipment, services, or solutions.Manage the changes to the IT Infrastructure with the Firmwide functional teams.Evaluate proposals of suppliers of IT equipment, software, telecommunications and other services ensuring all business and IT requirements are satisfied.Supervise preventive and corrective maintenance of Infrastructure equipment.Take ownership of efforts to ensure IT Infrastructure maintains 99,5% high availability.Project ManagementPlan, develop and maintain a running list of IT tasks and projects across the region.Assign tasks to IT Support Specialists and follow up as appropriate Periodic status reports and meetings Drive the adoption of SCRUM methodology with Azure DevOps.Standards DevelopmentParticipate in firm-wide workstation and server taskforces.Deploy standards within timetables agreed upon by corporate IT Directors.Keep the office in compliance with standard processes and procedures.Assist in developing standard processes and procedures with Firmwide IT.QualificationsBachelor's degree in related field with additional domain-specific training.Project Management training required.Scrum Master certification is a plus.ITIL v4 Certification is a plus.Minimum 10 years of experience in management experience in an IT operations capacity in the professional services, advertising, architecture, or legal environments or similar.Minimum 5 years of experience managing people is required.100% bilingual English/Spanish, well written with excellent verbal communication skills.Experience working with and managing geographically diverse operations.Background in matrix and traditional management styles is essential.Proven capabilities in mentoring and developing staff required.Mastery of Windows Server products and IP networking technologies.Ability to work with customers in a way that drives high customer satisfaction and increased engagement.Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.Life at GenslerAt Gensler, we are as committed to enjoying life as we are to delivering best-in-class design. From curated art exhibits to internal design competitions to “Well-being Week,” our offices reflect our people’s diverse interests. We offer reimbursement for certain professional licenses and tuition for eligible programs. Our professional development programs are strategic investments. #J-18808-Ljbffr