The IT Manager is responsible for managing IT operations and the IT support team. The IT Manager reports to office leadership with a dotted line report to the Regional IT Director.
Responsibilities include staff management, career development, projects and project resources, technical and project oversight, desktop and server support, meeting room audio visual, hands-on technical administration, and vendor contract management.
The IT Manager will establish goals and project plans in support of Firmwide and Regional objectives, monitor and report on progress in completing projects and accomplishing goals, and establish, communicate and interpret changes in guidelines, policies, procedures and other related matters.
Management responsibilities include managing expectations of end-users. Project Management responsibilities include managing projects from initiation to completion. The IT Manager will apply PM methodologies to projects, determine and apply resources, establish and monitor timelines, and mentor and manage resources. The IT Manager will interface with the regional and firmwide IT operations to implement initiatives for the office.
Daily Operations responsibilities consists of managing team members and processes which touch Messaging, Network (LAN/WAN), VoIP, Server and Workstation areas. Occasional work may be necessary outside of regular business hours for special projects or system outages.
What You Will Do
Manage incident queues
Review Incidents exceeding SLO’s and escalate as appropriate
Manage Customer Satisfaction – follow up on incidents and employee requests
Review daily service desk activity reports
Publish monthly service desk performance report
Review and approve team member timesheets
Attend recurring meetings with office and regional IT
Mentoring and Personal Development sessions with team members
Assure adequate training and application of standard operations & procedures
Manage current assets and asset allocations
Manage procurement, supply stock, and disposal processes
Track software licenses & confirm utilization
Manage Move, Add, Change process for all computers and phones
Plan, develop and maintain a running list of IT tasks and projects
Assign tasks and follow up as appropriate
Periodic status reports and meetings
Oversee development of office IT budget
Track expenditures within that budget
Develop and deliver IT staff and end user training via presentations and documentation
Communication with office leadership and staff regarding IT changes, tips, and training
A proven record, performing in a dynamic, team-based, technology support environment
Bachelors degree in Computer Science or a related field with relevant IT experience
Ability to interact with all levels of management
Minimum 5 – 7 years of experience in an IT operations capacity in the professional services, advertising, architecture, engineering, or law firm environments
Minimum of 2 years of experience in a managerial role overseeing multiple staff
Proven capabilities in mentoring and developing staff required
Strong knowledge of Windows Server products and IP networking technologies
Strong knowledge and experience with Windows 10; Microsoft O365; and Outlook
Some experience with Mac OS X in a corporate environment is a plus
Experience with meeting room Audio Visual technologies
Knowledge of basic networking concepts and desktop troubleshooting
Knowledge of iPhone and Android mobile phones
Experience managing geographically diverse operations preferred
Must have strong troubleshooting abilities and excellent organizational, time management, and service delivery skills
Knowledge of ITIL or similar IT Service Management methodologies
Participate in occasional off-hours and weekend support of system upgrades and initiatives
Ability to disconnect, lift and move PC’s and Monitors (up to 50 lbs.)
Life at Gensler
We encourage our employees to lead a healthy and balanced life. Our comprehensive benefits include medical, dental, vision, disability, wellness programs, flex spending, paid holidays and paid time off. We also offer a 401k, profit sharing, employee stock ownership and twice annual bonus opportunities.
As part of the firm’s commitment to licensure and professional development, Gensler offers reimbursement for certain professional licenses and associated renewals and exam fees. In addition, we reimburse tuition for certain eligible programs or classes. We view our professional development programs as strategic investments in our future.