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IT Infrastructure Services Manager in Harrisburg, PA at KEPRO

Date Posted: 10/13/2018

Job Snapshot

Job Description

Manager, IT Infrastructure Services

This position can be located REMOTELY!

Summary Description
Provide superior customer service to both internal and external customers through leadership, management, and oversight of KePRO’s Infrastructure Services group. Overall operational responsibility for the maintenance and delivery of enterprise-wide and external Infrastructure Services defined as all hardware, application software, operating systems, local and wide area networking, and telephone systems.

Accountabilities
• Oversees corporate Infrastructure Support team. Organizes overall technical operations and ensures day-to-day activities run smoothly.
• Coordinates with other ITP services, guided by Operational Level Agreements (OLA), ensuring that customer needs are met within defined timeframes and within timeframes required by Service Level Agreements (SLA).
• Works in conjunction with other ITP staff to improve the quality of support services by identifying areas that need improvement through statistical analysis, performance metrics reporting and identifying consistent and persistent problems based on service incidents.
• Researches, develops, documents, publishes, and updates processes and procedures as needed to maintain and improve the quality of services. This includes regularly reviewing and monitoring reports as well as randomly selected individual incidents to ensure the provision of high-quality services.
• Identifies trends and issues and makes appropriate recommendations regarding changes in processes, procedures and any conditions that may be causing unnecessary incidents.
• Ensure that all systems and services are compliant with all applicable industry regulations (i.e. HIPAA, NIST, URAC, FISMA, ARS).
• Participates in the development and revision of Service and Operational Level Agreements.
• Ensure that all systems support disaster recovery and business continuity plans and are capable of replacement or reinstatement as efficiently as possible in line with these plans.
• Oversight of operational security to include policies and procedures for infrastructure services and systems.
• Mentors and trains team members on technical developments, customer service, and serve as a resource for team members.
• Leads special projects and evaluates new additions to Infrastructure technologies. Works with peers in other IT areas and others across the organization to provide effective customer support.
• Researches, documents, publishes, and updates infrastructure support procedures to increase efficiency and customer service.
• Manage staff through the performance management process.

Some travel will be required.

Qualifications
• Bachelor’s degree in Information Systems or other relevant discipline, or an equivalent combination of education and experience.
• Certification: Information Technology Infrastructure Library (ITIL) and Microsoft certifications desirable.

Knowledge:
• 5 to 10 years of experience managing and designing infrastructure architecture.
• Proven track record in vendor management.
• Thorough understanding of current and emerging technologies, including WAN/VPN, MPLS, PRIs, T1s, VoIP, SIP, etc.
• In-depth experience with multi-site WAN and IP telephony rollouts or migrations.
• Advanced experience utilizing Microsoft SCOM and SCCM to support a Windows platform
• Experience administering Microsoft Exchange, Active Directory, Azure.
• Strong understanding of systems security in a Microsoft Windows environment
• Thorough knowledge of VMWare and administration of SANs
Skills:
• Strong team player with experience in working in virtual teams
• Strong communication skills (i.e. active listening, writing, presenting)
• Ability to interact at various organizational levels.
• High commitment to customer satisfaction.
Ability to:
• Effectively teach both groups and individuals.
• Think clearly, creatively and logically.
• Independently seek solutions utilizing manuals and other resources.
• Adapt to flexible work hours and be on-call.
• Effectively supervise and check the work of others.
• Troubleshoot and repair equipment.
• Explain technical concepts to non-technical internal/external customers.
• Maintain a positive attitude and contribute both as an individual and a team member to achieve the goals of the department.
• Travel throughout organization as needed.
Experience
• 5 to 10 years Infrastructure experience. 5+years experience with Microsoft related products. Experience managing medium to large projects and follow a project management methodology. Experience supporting multiple, connected sites with 1,000+ users.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made as required by law to enable individuals with disabilities to perform the essential functions of this job. While performing the duties of this job, the employee must have the ability to read and interpret data and complex information; function in a team environment; sit for extended periods of time; key and/or control objects; occasionally lift and/or transport objects weighing up to 75 pounds; and communicate effectively with customers.

Equal Opportunity Employer

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