Job Summary:Leads the technical support team, ensuring the efficient operation and maintenance of IT infrastructure, including servers, operating systems, VMware environments, backup technologies, and databases. Oversees the installation, maintenance, upgrade, and testing of critical systems while ensuring high levels of support and service delivery.
Essential Duties and Responsibilities:- Oversees the maintenance and support of IT infrastructure, ensuring systems are operational, secure, and up to date. This includes server environments, operating systems, VMware, backup solutions, and database management.
- Leads a technical support team responsible for providing exceptional assistance to users and resolving a range of technical issues. Develops strategies to improve support processes and user satisfaction.
- Plans and executes system upgrades and maintenance tasks, ensuring minimal disruption to business operations. Monitors system performance, schedules necessary improvements, and ensures data integrity through effective backup strategies.
- Manages the IT support budget, making strategic decisions on investments in hardware, software, and training to enhance support capabilities.
- Liaises with vendors to secure the best products and services for support needs. Evaluates proposals and manages contracts to support the IT infrastructure effectively.
- Works closely with IT management, company leaders, and external partners to align support services with business objectives. Communicates project requirements, costs, and schedules effectively.
- Hires, trains, and mentors support staff. Conducts performance evaluations, manages team dynamics, and encourages professional development.
- Ensures all technical support activities adhere to industry best practices and company standards. Develops and maintains documentation for IT systems and support procedures.
- Stays abreast of technological advancements and IT support trends to continuously improve service quality and system reliability.
- Meets with partners to review project status, schedules, accomplishments, and goals.
- Ensures system development and maintenance adhere to established standards.
- Prepares reports and oversees documentation of systems and system modifications.
- Reviews manuals, periodicals, and technical reports to stay current on developing trends.
- Oversees project management efforts to ensure timely and efficient completion of technical support initiatives, coordinating across teams and with stakeholders to achieve project objectives.
- Lead project and operations budgeting and forecasting efforts, ensuring financial resources are effectively allocated and managed to support technical support operations and strategic goals.
Knowledge, Skills and Abilities:- Advanced knowledge of system administrator skills associated with SAP ERP, VMWare, SAN, and backup systems.
- Advanced skills and experience in database systems, including, but not limited to, HANA, SQL, and DB2.
- Advanced knowledge of systems analysis and design techniques.
- Advanced knowledge of installed hardware/software systems and telecommunications network design.
- Advanced knowledge of installed applications, data processing functions, structures, and support needs.
- Advanced knowledge of SAP reporting and transactional applications.
- Intermediate project management skills, such as establishing task completion hours, establishing priorities, allocating tasks, and monitoring schedules.
- Intermediate knowledge of Microsoft Office applications including Excel, Access, Word, Outlook, and PowerPoint.
- Basic mathematical skills.
- Ability to interpret technical instructions provided in mathematical or diagram form.
- Ability to learn new technology systems, methods, and processes.
- Ability to communicate effectively in written and verbal form with partners, Company leaders, and vendors.
- Ability to analyze complex information.
- Ability to reason, form concepts and recognize and solve problems.
- Ability to research information, establish facts and draw valid conclusions.
- Ability to prepare reports and business correspondence.
- Ability to comprehend and interpret information.
- Ability to show information in presentation or diagram form.
- Ability to lead and motivate others.
- Ability to maintain confidentiality regarding sensitive information.
- Ability to review, analyze, and interpret general business periodicals, professional journals, proposals, technical procedures, and governmental regulations.
- Ability to work on-call and flexible schedules including nights, weekends, and holidays.
- Ability to occasionally travel to offsite and out of town locations with possible out of town stays.
- Must be attentive to potential hazards and remedy or place appropriate warning signs or devices around or near the hazard as soon as is reasonably possible.
- Must report any potential hazards that cannot be immediately remedied to a supervisor.
Education, Experience and Qualifications:- Bachelor's degree in computer science, Information Technology, or related field. Advanced degrees or certifications in IT management, VMware, or similar technologies are preferred.
- Five or more years of experience in a technical support leadership role, with a proven track record of managing IT infrastructure and support services required.
- Technical background in IT systems, including servers, VMware, databases, and backup technologies preferred.
- Partners must be 21 years of age or older to drive for Company business in accordance with the BGC Business Driver Policy.
Physical Demands:- Continuously required to use close vision, distance vision, depth perception or the ability to focus.
- Frequently required to talk and hear.
- Frequently required to use hands for reaching, touching, or handling.
- Frequently required to use fine finger movements (ex. sorting and typing).
- Frequently required to sit for long periods of time.
- Occasionally required to push, pull, maneuver, or lift objects up to 40 lbs.
- Occasionally required to bend, kneel, or squat.
- Occasionally required to stand or walk.
- Attendance at work is required.
Work Context and Environment:- Work is generally performed in an office environment.
- Quiet to moderate noise level.
