It Manager

The BAA is an innovative company that uses technology to drive its business forward, from the design and manufacturing of tattoo machines to the newest feature to enhance the customer experience on one of our many e-commerce sites, to streamlining communication on Teams, to building out our conference rooms to make it easier to meet. The BAA leverages technology daily to grow and innovate and is looking for a fast paced, high energy IT Manager to manage day-to-day IT operations from hardware to our MSP.

We’re looking for a highly qualified IT Manager to provide a wide range of technical customer support to users across the BAA and Business Units. The IT Manager will provide technical support in a remote work environment. The IT Manager will be focused on troubleshooting, deploying, maintaining, tracking, and purchasing technology systems for BAA business units and staff. The IT Manager will assist staff with troubleshooting software and hardware problems, including network issues; in addition to auditing all systems on a regular basis. They will provide technical instruction and guidance. The IT Manager acts as a point of communication between IT, primary operating business units, HR, and external vendors. They work with the BAA Project Management team to ensure all technical requirements are addressed in projects.

Responsibilities:

Technical support (75%)

• Provide remote technical support on PCs and network equipment.
• Perform complex software and hardware troubleshooting under the direction of Supervisor and/or technology vendor.
• Provide new BAA staff with PC and setup.
• Manage the BAA MSP (currently 2) to optimize their work and performance for the BAA.
• Work to set and measure standards for the MSP.
• Develop IT standards, policies and procedures.
• Develop IT onboarding, working with HR to provide new employees with an awesome onboarding experience in O365, Teams and other systems.
• Monitor security compliance in accordance with BAA and IT standards, policies and procedures.
• Aid with the IT portion of new office setups, office expansions, etc., including relocation and/or installation of voice/data communications solutions, LAN and PC equipment, conference room setups.
• Configure, optimize and manage IT helpdesk in Jira, assign and answer support tickets within agreed to SLA.

Operational support (15%)

• Lead asset management, software license management, and technical documentation.
• Responsible for purchases and installation of IT hardware and software for primary Operating Units.
• Responsible for auditing licenses across all platforms monthly.
• Responsible for auditing all devices across all Business Units quarterly.
• Assist with maintenance of documentation and procedures. Record changes to the infrastructure in accordance with proper change management procedures.
• Develop and support end user training and education for systems and security.

Communications (10%)

• Provide new staff introductory orientation.
• Improve staff learning and proficiencies by providing technical instruction either individually or in groups.
• Collaborate with the IT team to communicate and deploy new technology standards and best practices.
• Act as a point of communication between IT, primary operating business units, and external vendors.

Skills:

• Excellent customer relations and customer communications skills.
• Excellent network analysis fundamentals and robust troubleshooting skills when it comes to network performance and capacity planning.
• Extensive network analysis and reporting is a must, ability to formulate recommendations based on reporting.
• Recognized ability to document procedures, policies, and infrastructure.
• Ability to quickly adapt to advancing technologies and procedural changes.
• Self-motivated, detail and team oriented.
• Ability to communicate technical concepts in non-technical terms.
• Identify, analyze, and troubleshoot a wide range of complex technical computer and network related problems effectively.
• Listen and communicate information to a wide variety of clients and vendors at all levels of skill.

Qualifications:

• 3-5 years of IT management & support experience.
• Project management and customer service skills are required, organization tools to manage projects and monitor timelines.
• Network analysis and reporting, ability to formulate recommendations based on reporting.
• Ability to manage and hold MSP responsible and accountable.