IT Infrastructure Manager
: Job Details :

IT Infrastructure ManagerThe Infrastructure Manager will report to the VP of Technology at FUELLOC LLC and will be responsible for the overall management, and support of the technical infrastructure and end-user computing environments. The incumbent must have a strong desire to learn new skills and further their IT career with a growing, industry leading and fast paced company. This is an in-office position located in Stoughton MA. General Duties & Responsibilities:Participate in and oversee the resolution of IT support requests, including password resets, printer issues, network, security and various proprietary applications.Coordinate with external vendors in managing complex technical issues.Ensure high levels of user satisfaction and oversee the provision and success of End User and Technical Environment (EUT) services.Manage relationships with IT vendors, negotiate contracts and ensure services meet agreed SLAs.Develop and maintain a comprehensive knowledge base.Work closely with internal departments to understand their IT needs and ensure seamless support.Supervise, manage and mentor the EUT team.Serve as the primary advocate and liaison between the EUT team and other teams.Participate in the new employee review and assessment process.Determine areas for improvement, propose and implement changes to obtain those improvements.Available on call at any time to respond to important situations, emergencies and items requiring immediate attention.Manage the overall lifecycle of service requests as they come into our system, ensuring that requests are properly received, prioritized, assigned, and that they receive timely updates and resolutions.Ensure that escalations to other teams are properly requested and processed.Coordinate EUT technician scheduling needs, adjusting for attendance and evolving priorities.Ensure that technician field dispatches are efficiently coordinated with clients and completed successfully. Qualifications:Minimum of 7 years' experience in IT services industry with Familiarity of the ITIL frameworkGeneral experience in enterprise IT management.Proficiency in Windows Server environments, including configuration, maintenance, and troubleshooting.Proficiency in networking protocols, IOT and cyber security management.Familiarity with Azure Cloud Services, Intune and deploying and managing cloud-based solutions.Ability to secure confidential information which requires the application of appropriate judgment, discretion and professional office protocols.Clear understanding of the MSP industry and MSP management experience.Customer service skills, both over the phone and in person.Positive approach to work and an overall positive attitude.Exceptional organization skills planning and priority management.A working understating of project management.Effective understanding of ticketing systems, helpdesk performance KPIs.Some experience managing a team of IT professionals as direct reports.Excellent attention to detail and strong documentation skills.Experience with MacOS, iOS and other Apple products.Experience with mobile device management technologies.Reliable car for transportation – some local travel as needed.Ability to lift 40 lbs.Available for occasional evening and weekend on-call assignments.