IT Service Desk Manager

Responsibilities

• Lead and manage a team of IT professionals, providing guidance and support to ensure high-quality work and effective communication within the team and with other departments.
• Ensure that all technology solutions are scalable, secure, and comply with relevant regulations and standards.
• Evaluate and manage the organization's technology infrastructure, including hardware, software, networks, and systems.
• Identify and implement new technologies that can improve the efficiency and effectiveness of the organization's operations.
• Develop and maintain project plans and timelines (backlogs) for IT engineering projects, ensuring that deadlines are met and budgets are adhered to.
• Collaborate with other departments to identify and address technology-related challenges and opportunities.
• Build relationships with other business and engineering leaders to determine possible risks and risk management processes.
• Collaborate on the development and implementation of effective and reasonable policies.
• Ensure compliance with applicable regulatory requirements.
• Supervise daily operations of network and server infrastructure personnel.
• Be hands-on in implementing IT solutions covering infrastructure on-prem and in the cloud.
• Oversee additions/upgrades of equipment, hardware, and software solutions.
• Manage enterprise services e.g. Active Directory.

Requirements

• 8+ years of experience in IT, with 3+ years in a leadership role.
• Bachelor's degree in computer science, information systems, or a related field or equivalent experience.
• Excellent leadership and management skills, with the ability to motivate and inspire a team of professionals.
• Strong project management skills, with the ability to manage multiple projects simultaneously and ensure that deadlines are met.
• Clear and concise communicator.
• Experience leading and managing IT projects and rolling out IT infrastructures across various technologies.
• Excellent working knowledge of computer systems, security, network and systems administration, databases and data storage systems.
• Firm grasp on IT infrastructure and operations best practices.
• Experience managing a technology budget and allocating resources effectively.
• Demonstrated record of working hard, being a trustworthy teammate, holding yourself and others to high standards and being kind to others.
• Demonstrated ability to create innovative solutions that create exceptional collaborative environments.
• Identify inefficiencies, functional overlap, synergies and opportunities; implement solutions and close gaps.
• Experience building, leading, and mentoring direct reports while creating strong camaraderie and mission achievement.

Nice-to-Haves

• M365 GCC High experience.
• NIST800-171 / CMMC experience.
• Experience leading an IT Service Desk team.
• Experience in a start-up or similar fast-paced environment.

Compensation and Benefits

• US Salary Range $140,000-170,000 (base; equity included in most full-time roles).
• Premium Healthcare Benefits: Three plan options, including an HSA-eligible plan, with Forterra covering 80% of the plan premium for you and your dependents.
• Basic Life/AD&D, short and long-term disability insurance plans 100% covered by Forterra, plus the option to purchase additional life insurance for you and your dependents.
• Extremely generous company holiday calendar including a winter break in December.
• Competitive paid time off (PTO) offering 20 days accrued per year.
• A minimum of 7 weeks fully paid parental leave for birth/adoption.
• A $9k annual tuition reimbursement or professional development stipend.
• Fully stocked beverage refrigerators with all the Celsius your little heart desires.
• 401(k) retirement savings plan, including traditional, Roth 401(k), and after-tax deferral with company match up to 4%.