Coverall North America

  • Manager Infrastructure Platform Services

    Job Locations US-FL-Deerfield Beach
    ID
    2019-3246
    Job Code
    DJOB
    Category
    Technology
  • Overview

     

    POSITION GOAL

    The Infrastructure & Platform Services Manager’s role is to plan, organize, and manage staff/services and overall operations to ensure the stable operation of the organization’s Support and IT infrastructure & Platform. This includes developing, maintaining, supporting, and optimizing key functional areas, particularly network infrastructure, server infrastructure, data and voice communications. In addition, the Manager’s role is to oversee the entire service desk internal and external staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user incidents and requests, including the monitoring, tracking, and coordination of Service Desk functions. The Infrastructure and Support Services Manager will also contribute to problem resolution by managing the end users workstations and mobile devices.

     

    KEY RESULT AREA 1. INFRASTRUCTURE & PLATFORM DEVELOPMENT, ENHANCEMENTS & SYSTEMS INTEGRATION

    Manage and set priorities for the design, maintenance, development, and evaluation of all infrastructure systems, including LANs, WANs, Internet, intranet, security, wireless implementations, and so on.

    Design and enforce request handling and escalation policies and procedures.

    Establish and enforce Service Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.

    Monitor and test fixes to ensure problems have been adequately resolved.

    Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

    Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

     Practice IT asset management, including maintenance of component inventory and related documentation.

    Direct and administrate a contingent of internal and external network analysts and technicians, and where necessary, conduct performance reviews and corrective action.

    Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

    Design and enforce request handling and escalation policies and procedures.

    Establish and enforce Service Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.

    Coordinate and manage all incidents and requests at the end user workstation level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

    Analyze performance of the Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

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    Responsibilities

    KEY RESULT AREA 2. DOCUMENTATION & TRAINING

    Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.

     Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.

    Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.

    KEY RESULT AREA 3. COMPLIANCE PROGRAM DEVELOPMENT AND MANAGEMENT

    Work with Governance and Security Director on all programs in order to achieve and maintain required compliance.

    In conjunction with the Governance and Security Director work with internal and external management and staff to achieve and maintain required compliance on all services.

     Work closely with IT management on coordinating all required activities to perform internal and external IT audits.

    Provide all required information to the Governance and Security Director to develop all required awareness and training programs for our internal business users.

    KEY RESULT AREA 4. DOCUMENTATION & TRAINING

    Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.

    Oversee the development, implementation, and administration of service desk staff training procedures and policies.

     Train, coach, and mentor Service Desk Technicians and other junior staff.

    Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses, and promotions when necessary.

    KEY RESULT AREA 5. IT STRATEGY & QUALITY ASSURANCE

    Design and implement short- and long-term strategic plans to ensure infrastructure capacity meets existing and future requirements.

    Participate as a member of the senior management team in governance processes of the organization’s strategies for legal compliance.

    Work closely with IT department on corporate technology development to fully secure information and information-processing/gathering systems.

    Test network performance and provide network performance statistics and reports; develop strategies for maintaining network infrastructure.

    Test server performance and provide network performance statistics and reports; develop strategies for maintaining server infrastructure.

     Assist with the planning and deployment of infrastructure security measures.

    KEY RESULT AREA 6. POLICY AND PROCEDURES DEVELOPMENT AND MANAGEMENT

    Develop, implement, and maintain policies, procedures, and associated training plans for infrastructure and support administration and project management.

     Define hardware and software standards in conjunction with owners and stakeholders.

    Develop and communicate policies, procedures, and plans to executive team, staff, partners, customers, and stakeholders regarding technology- and industry-specific laws.

     Establish service level agreements with business units.

    © 2018 Coverall North America, Inc. Page 3 of 3

    KEY RESULT AREA 7. ONGOING PROFESSIONAL & PERSONAL GROWTH

    Maintain a strong awareness of infrastructure technology changes and maintain currency on new technologies for consideration and evaluation for our environment and goals.

    EDUCATION, KNOWLEDGE, SKILLS AND COMPETENCIES

    Four-year college diploma or university degree in computer systems design or computer science, and/or 5+ years equivalent work experience.

    5+ years of experience in managing enterprise Infrastructure in a multi-site environment.

    5+ years in detailed background as Engineer in the various areas of Infrastructure technologies: LAN, WAN, Server, Virtualizations, tools, etc.

     Certifications in MCSA; MCSE; etc. is preferred.

     Knowledge and experience with ITIL framework.

    Proven experience in overseeing the direction, development, and implementation of sound architectural design and operational excellence.

    Direct, hands-on experience with automated software management tools.

     Strong knowledge of system and software quality assurance best practices and methodologies.

    Exceptional knowledge of service delivery, as well as successful service level agreement accomplishments.

    Successful leadership of an infrastructure team via external service provider including project management.

     Able to conduct research into issues and products as required.

     Knowledge of applicable data privacy practices and laws.

     

     

    Qualifications

    PERSONAL ATTRIBUTES

    Exceptionally self-motivated, directed, and detail-oriented.

    Superior analytical, evaluative, and problem-solving abilities.

    Ability to motivate in a team-oriented, collaborative environment.

     Ability to make sound and logical judgments.

     Demonstrated leadership and personnel/project management skills.

    Ability to perform general mathematical calculations for the purpose of creating needs assessments, budgets, and so on.

    Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.

     Keen attention to detail.

     Strong customer service orientation.

    Experience working in a team-oriented, collaborative environment.

     Excellent understanding of the organization’s goals and objectives.

    Excellent written and oral communication skills.

     Excellent listening and interpersonal skills.

    Ability to communicate ideas in both technical and user-friendly language.

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