IT Manager
Posted on 3/24/2023

201-500 employees

Lehi, UT, USA
Experience Level
Desired Skills
Customer Service
Customer Success & Support
  • 5+ years of experience in IT project administration and desktop\help desk support
  • 1+ years in an IT Support Leadership role
  • Strong customer service and positive customer experience skills
  • Oversee Helpdesk operations and report on service metrics, service level agreements, and manage areas of improvement
  • Oversee System Administration operations. Ensure deployed software is appropriate for Route. Manage demos, trials, deployment, maintenance, and spin down of software
  • Manage procurement of laptop hardware, facilitate repairs, and ensure hardware fleet meets employee needs and the budget
  • Own the IT resources aspect of onboarding, role change, and off boarding process at Route. Ensure employee IT access is provisioned, updated, and removed accordingly
  • Ensure security patches and vulnerabilities are mitigated in a timely manner
  • Facilitate team member learning & development, both for members of the IT team and the Route employee base
  • Work to ensure any and all interaction with IT is a positive employee experience, and implement one touch resolutions whenever possible
  • Responsible for Route office(s) A/V needs for meetings and team gatherings
  • Oversee team member KPIs, schedules, compensation, and merit opportunities
  • Ability to shuffle multiple inbound requests and prioritize efforts effectively across the teams
  • Ensure IT operations are in compliance with existing certifications and new certifications Route pursues
  • Manage office facility networking and uptime
  • Maintain positive relationships with company and department leadership. Help each department deploy and manage software to meet their team needs and project manage changes
  • Participate in annual certifications and customer or vendor audits. Identify process improvements and help resolve audit findings
  • Manage the IT budget, ensure software is appropriately priced and forecasted each fiscal year. Propose updates to the budget
  • Provide strategy and recommendations to senior management for IT implementation projects and department growth and vision
Desired Qualifications
  • Understanding of Apple MacOS and MDM platforms used to centrally manage a distributed environment. Jamf specific experience is a plus
  • Familiar with SAML 2.0, OpenID Connect, and SCIM configurations, as well as automating user system lifecycle access using APIs and serverless code. Okta specific experience is a plus
  • Email and file storage experience, best practice knowledge of Google WorkSpace configuration is a plus
  • Strong knowledge of wired and wireless networking frameworks, as well as conference room A/V technologies that support hybrid in office and remote meetings. Zoom Video conferencing and Zoom Room specific experience is a plus