IT Configuration Systems Manager - Portsmouth, NH

Manager, IT Configuration Systems

This role's principal goal is to oversee the Configuration Systems team responsible to provide support for Information Technology (IT) Operations and IT Enterprise Team staff. It is also responsible to establish IT hardware, software, and configuration standards, and provide for their successful delivery to the business. It assists with other IT projects and tasks. Personnel in this role will implement all IT policies, procedures, and best practices defined by the Global Information Services (GIS) organization.

This individual will attain IT service level agreements for the user community. The position requires working with decision makers in other departments to identify, recommend, implement, and support cost-effective technology solutions for all aspects of the organization.

All responsibilities carry a global scope

Strategy & Planning

• Assist in developing long-term strategies and capacity planning for meeting future IT needs
• Establish and manage the desktop management and site operations resources and projects portfolio
• Set goals to meet business objectives and achieve user satisfaction

Acquisition & Deployment

• Implement all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision
• Administer vendor, outsourcer, and consultant contracts and service agreements
• Develop and manage financial aspects of the IT Department, including purchasing, budgeting, and budget review and ensure they comply with stated goals, guidelines, and objectives
• Develop IT policies and procedures, including those for architecture, security, disaster recovery, standards and service provision
• Collaborate with other IT teams to identify and/or procure new technologies

Operational Management

• Be reachable after normal work hours and on weekends for high priority, production impacting support
• Process and manage the processing of incoming calls to the Service Desk, and site-specific escalation tasks via both telephone and the standardized messaging platforms to ensure courteous, timely and effective resolution of end user issues and broader GIS projects
• Oversee end-user IT services performance, including help desk and technical support services
• Assist with, and oversee site-specific IT projects as well as broader GIS projects/tasks
• Deploy, monitor, maintain, update and support IT systems, including server, PC, tablet and telephony hardware, operating systems, software and peripherals
• Provide global development, deployment, monitoring and maintenance of IT systems, including servers and PCs
• Practice asset management for IT hardware, software, and equipment
• Establish and maintain regular written and in-person communications with the organization's end users, management, and department heads regarding pertinent IT activities
• Define and communicate project milestones, service level agreements, and resource allocation to department leads, support staff, and end users
• Review performance of IT systems to determine operating costs, productivity levels, and upgrade requirements
• Work with global procurement to develop bid requirements for all hardware and software
• Work with Infrastructure and Data Services groups to deploy, support, monitor, and maintain all hardware and software based on operation's needs; including overseeing these activities at regional locations with local IT Operations personnel reporting to this position
• Coordinate research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts
• Responsible for hardware/devices standards, system images, desktop and application virtualization, system patching, anti-virus/ransomware and application distribution
• Oversee the change request process for assigned IT Site Operations teams and ensure IT Site Operations personnel reporting to this position are following Change Management procedures
• Drive global improvement in quality and quantity of documentation for processes and procedures
• Develop/mentor the support team. Identify needed areas for specialization and develop training plan. Coach the other team members in the execution of highest quality interactions with internal user/customers, including Executive management
• Maintain new/improved processes and standards that work throughout global locations
• Benchmark, analyze, report on, and make recommendations for the improvement of the IT services and systems
• Manage IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions of personnel reporting to this position
• Enforce request handling and escalation policies and procedures
• Identify and recommend end user training programs to increase computer literacy and self-sufficiency
• Oversee, develop and implement end user knowledge and training programs to increase computer literacy and self-sufficiency
• Oversee the development, implementation of service desk staff training procedures and policies
• Train, coach and mentor Service Desk Technicians and other junior staff
• Contribute to problem resolution by giving in-person, or video call - hands-on support to end users
• Monitor incident trends and anticipate potential problems for proactive resolution
• Remote work optional
• Travel and provide support at Albany International global sites

Formal Education & Certification

• Attend training seminars, conferences and trade shows to broaden knowledge of current and future configuration technologies
• University degree in the field of computer science or information systems or equivalent, 4 year related work experience
• Current Technical Certification (i.e. Microsoft Professional, A+, and/or etc.) a benefit
• Current Managerial Certification (i.e. AMA, CSM, PMP, and/or etc.) a benefit

Knowledge & Experience

• Hands on experience installing IT hardware and software
• Speaks English intermediate level
• Working technical knowledge of:
  
  
  
  • Operating systems (i.e. Microsoft Windows Workstation, Microsoft Windows Server, iOS, and Android)
  • Current network hardware protocols, and standards (i.e. Routers, Switches, TCP/IP, DNS and DHCP)
  
  
  
  
• Ability to operate tools, components, and peripheral accessories
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Understanding of project management principles
• Experience with Microsoft Office, Teams, SharePoint, etc. software
• 3 years of experience managing and/or directing an IT department or operation
• Proven experience in IT infrastructure strategic planning and development, project management, and policy development
• Experience with systems design and development from business requirements analysis through to day-to-day management
• Knowledge of business theory, business processes, management, budgeting, and business office operations
• Superior understanding of the organization's goals and objectives
• Demonstrated ability to apply IT in solving business problems
• In-depth knowledge of applicable laws and regulations as they relate to IT
• Strong understanding of human resource management principles, practices, and procedures

Personal Attributes

• Strong interpersonal skills
• Strong leadership skills
• Excellent written, oral, and interpersonal communication skills
• Highly motivated, and self-directed
• Analytical and problem-solving abilities, with keen attention to detail
• Ability to conduct and direct research into IT issues and products
• Ability to present ideas in business-friendly and user-friendly language
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Extensive experience working in a team-oriented, collaborative environment
• Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on
• US Citizen or green card holder required

Safety and Procedures

• Follow all publicized safety policies/procedures applicable to the job
• Use appropriate PPE that has been identified on the Hazard Analysis for the department/role
• Attend and participate in all safety training Safety meetings, audits and Behavior Based Safety programs assigned
• Report all safety hazards observed. If capable, correct the safety hazard identified
• Maintain a clean, orderly and safe work environment

• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
• Occasional inspection of cables in floors and ceilings
• Lifting and transporting of moderately heavy objects, such as computers and peripherals
• Occasionally stand, walk, reach with arms and hands, climb, balance, stoop, kneel, crouch or crawl to work with the documentation and work within the business environment
• Have close vision
• Talk and hear to interact with internal and external customers
• The noise level in the work environment is usually quiet to moderate