Industry: Manufacturing / Electronics•
8 - 10 years
Posted 385 days ago
US - CA - Paramount
The IT Manager is a vital part of the information technology’s (IT) team which serves as a liaison between the IT department and the operational leadership of the various locations within Wyman Gordon. The candidate will be required to help develop and manage the relationship between IT and the customer by functioning as a point of escalation in the event services are not meeting expected outcomes, acquiring an understanding of the direction of the business unit(s), and identifying new opportunities that will enable IT to enhance business services. The position requires a firm grasp of IT technology as well as proficiency of the many solutions offerings of the IT department.
In addition to managing customer relationships, this dynamic role will also functions as the technical leadership for the facility from both an applications and infrastructure role. Managerial duties will also include developing metrics to monitor all areas of IT, monitoring performance in these areas, identifying opportunities for improvement and driving changes in performance to meet and exceed customer expectations. The IT manager will be required to provide oversight of all projects and service request related to ensure quality control, aid in mitigating issues and risks, manage resource allocations to make certain that all deliverables meet or exceed customer expectations.
Minimum of 8Years of experience within an information technology department
Minimum of 5 Years of experience with managing various computer hardware/software technologies to include: PC hardware/software, networking, server/distributed computing, Citrix, ERP systems, etc.
Minimum of 5 Years of experience in a leadership role directing employees of various size teams
Excellent Communication Skills
Excellent Experience conducting conflict resolution and mediation methods
Excellent working knowledge of the basic principles of project management, ITIL, SDLC and otherinformation technology frameworks
Familiar with general IT infrastructure (hardware, databases, operating systems, local area networks, disk arrays, etc.) and othertechnologies
IT Planning including project planning, design, working with vendors, configuration planning, deployment, high availability/business continuity and maintenance
Technical understanding of business application systems and their underlying hardware
Possess demonstrated working knowledge of database concepts, theories and principles; program concepts, techniques and languages
Experience with technical support practices such as: ticket documentation, service level agreements, statistics, and escalation processes
Ability to understand and communicate complex business requirements to the technology teams
Ability to understand and communicate/present detailed & advanced business solutions
Experience with Installations, Setups, Configuration, Implementation, Integration and Testing of major software package.
Experience Documenting/Application Requirements, Technical Specifications, Use-Cases, Workflow Processes
Experience of building and maintaining applications in a multiplatform environment (Windows Server and/or Unix/Linux environments)
Experience in overseeing the design, development, and implementation of software solutions, systems, or products
Education: Bachelor’s Degree or Equivalent ExperienceRequired; Technology Field Preferred
Travel Requirements: 25% + or As Needed Travel to support related facilities
Perform account management by acting as the primary service delivery manager for customers and serve as interface to both the end-user and the prime stakeholders to address service delivery issues, co-ordinate changing business issues, and liaise with company management to support and implement growth strategies
Interface with customer to develop and maintain a positive customer-focused attitude toward IT by representing and promoting IT capabilities, as well as help shape the perception of the organization to be viewed as a proactive business partner promoting business value
Provide guidance to the IT support staff (help desk staff, systems administrator and applications analyst), direct the daily operations of the team, monitor progress and achievement through performance metric reports and take corrective action as appropriate and in a timely manner
Communicate direction of client services in the supported locations, deliver leadership initiatives, and plan, prioritize and delegate work tasks to ensure success of team and the proper functioning of the department
Become involved in customer escalations by managing high priority tickets SLAs; tracking, monitoring and coordinating urgent customer service issues; helping facilitate horizontal communication between various support groups; and identifying and implementing strategies to improve quality of service
Proactively monitor and communicate service performance (weekly/monthly distribute of performance status, troubles, maintenance, SLA's etc.) to stakeholders
Help determines customer service requirements by maintaining relations with customers; visiting operational environments; conducting surveys; benchmarking best practices; analyzing infrastructure and application needs/requirements
Help IT department achieve customer service objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Provide effective monitoring for all projects and service request ensuring the adequate deployment of sufficient resources, personnel and materials; interacting with PMO to develop work plans, track and report progress and monitoring of project plans and communicating with key stakeholders.
Work with IT leadership to create and implement business strategies that leverage and integrate IT strategy of architecture, infrastructure, and application development of existing and new technology to achieve business objectives
Ensure that applications are maintained in a manner that supports delivery of services to multiple platforms, resilience, and performance
Ensure standards and guidelines are applied and maintained across applications for administration, deployment and monitoring over a range of platforms that largely comprises industry standard components.
Provide on-going support for installed applications systems including resolution of application systems incidents, root cause analysis of problems, impact analysis and planning of proposed system upgrades and patches
Managing change control implications for designated systems to ensure that applications and related services are documented and kept current.