Virtual IT Manager

Location: Dallas Region
Category: Information Technology
Employment Type: Direct Hire
Contact: Alex.Vargas@addisongroup.com

Virtual IT Manager

General Summary:

The virtual IT Manager plays a vital role in delivery of IT outcomes to its clients. This is not a reactive support and reactive administration role. The primary role of the virtual IT Manager is proactive and is a dedicated position. It entails reviewing, establishing and maintaining IT best practices, standards, processes, integrity of assigned clients IT environment. This includes, but is not limited to: Networks, Servers, Storage Systems, Workstations, Computing Peripherals, Applications and customer-facing hosted and cloud environments. Majority of the virtual IT Manager's role is performed on-site at client locations.

The virtual IT Manager is assigned 12-17 clients and is the "single point of accountability" for alignment of the assigned clients' IT systems to IT best practices and the clients' business processes.

Requirements:

  • Establish and implement IT standards, processes and best practices
  • Re-align clients' IT systems that are out of alignment
  • Develop a deep understanding of assigned client's IT and business environment
  • Onboard new clients
  • Act as an "IT Manager" for assigned clients, establish business relationship and position yourself as a trusted adviser for their IT needs
  • The virtual IT Manager is the "single point of accountability" for assigned clients IT systems
  • Review assigned clients' IT environment, develop and implement a plan to reduce reactive issues "noise"
  • Develop and present recommendations for improving assigned clients' IT environment
  • Review and re-align assigned clients' network and security technology
  • Review and re-align assigned clients' Microsoft products/services/technologies including Windows Server, Exchange, SQL, SharePoint, O365 and Office
  • Review and re-align assigned clients' Hardware related to servers and workstations
  • Review and re-align assigned clients' Storage Systems including NAS and SAN technologies
  • Review and re-align assigned clients' Virtual environments including VMware, Microsoft, HyperV
  • Review and re-align assigned clients' BDR solutions
  • Resolve service requests/alerts with a sense of urgency, within the specified SLA, ensuring satisfaction
  • Implement alignment projects and other tasks assigned to you
  • Participation in the backup on-call rotation

Results of the Position and Key Accountability:

  • Significant reduction of "reactive noise" and stability of assigned clients' IT environment
  • Ongoing alignment of assigned clients' IT to their business processes
  • Strong IT trusted adviser relationship between vITM and assigned clients
  • Continuously updated documentation, processes, run-book for each assigned client
  • Overall Customer Satisfaction in the delivery of IT Services

Must Haves:

  • Strong discipline around process, documentation and alignment
  • "People skills", "presence" and ability to build business relationships with clients
  • Possess and demonstrate a genuine desire to provide excellent customer service to clients
  • Ability to manage multiple accounts and client relationships
  • Ability to work and thrive under pressure
  • Demonstrate the ability to prioritize and focus on the task at hand
  • Demonstrate the ability to follow through on projects in a timely manner
  • Establish the ability to take initiative independent of direct supervision
  • Ability to work in a team, communicate effectively and avoid confrontations/conflicts
  • Service awareness of all organization's key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment

Wants:

  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP


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