Salary Range: 144000 to 187000 (Currency: USD) (Pay period: per-year-salary)

How You’ll Fulfill Your Mission:

• Strategic Administration/System Infrastructure: You will leverage your extensive knowledge of diverse infrastructure components, such as Active Directory, Palo Alto Firewalls, Juniper switches, Aruba wireless, AWS, Azure, and Internet access services, to ensure a high level of service availability. You will strategically oversee the planning, implementation, and maintenance of these systems to support organizational goals. 


• Service Delivery Management: You will prioritize and balance long-term improvement projects with the day-to-day operations of the IT service desk. Your role will include implementing and monitoring service level agreements (SLAs) to meet organizational needs and ensuring timely and effective support to end-users. You will cultivate a positive and collaborative team culture, emphasizing accountability and continuous improvement. 


• Incident Management Leadership: You will oversee the incident response process, ensuring that incidents are identified, logged, prioritized, and resolved in a timely manner. You will analyze incident trends to identify root causes and recommend preventative measures, ensuring the organization’s infrastructure is resilient and reliable. 


• Documentation & Knowledge Management: You will establish and maintain comprehensive documentation for IT procedures, troubleshooting steps, and common issues. Implementing knowledge management practices to share information with team members and enhance problem-solving capabilities will be a critical part of your role. 


• Continuous Improvement Initiatives: You will identify opportunities for process improvements and recommend best practices to enhance the efficiency of the IT service desk. Proactively seeking feedback from end-users and stakeholders to drive continuous improvement initiatives will be key to your success in this role. 

Why We Value You:

• Extensive Experience:10+ years of experience in IT support, with 7+ years in a technical systems role, demonstrating your deep understanding of IT infrastructure and service delivery. 
• Technical Expertise: Proficiency in Atlassian on Prem Management, Azure AD, Systems, Firewalls, SSO & AWS DevOps. 
• Educational Background: Bachelor’s degree in IT or a related field of study. 
• Strong Leadership & Communication Skills: Your ability to communicate effectively and solve complex problems will be essential in leading your team and ensuring seamless service delivery. 
• Technical Mastery: Your expertise as a Network Wizard, Palo Alto Master, and Juniper Junkie will be highly valued. 
• Adaptability: Ability to thrive in a fast-paced and dynamic work environment, demonstrating resilience and flexibility. 

Desired Multipliers:

• Start-Up Experience: Experience in fast-paced, hardware-focused start-ups. 
• Industry Expertise: Experience in the aerospace sector. 
• Certifications: Relevant industry certifications that enhance your technical and managerial capabilities.