IT Services Manager

ITC Federal is seeking a highly skilled IT Services Manager who will be responsible for assessing and evaluating our current IT managed service provider and provide a plan for IT services to be brought in-house. Additionally, the IT Services Manager will be responsible for policy development and compliance with security requirements such as ISO 27001 and CMMC. Over time, the IT Services Manager will be responsible for in-house management of all aspects of the ITC Federal IT infrastructure including asset management, Active Directory, infrastructure maintenance, software licenses, vendor relationships, and policy development.

• Manage and maintain all network infrastructure to ensure optimal performance, security, and reliability.
• Oversee asset management, including hardware and software inventory, procurement, and tracking. Identify gaps in strategic objectives vs current state. Define measurable executable plan to meet the strategic objectives. Execute plans, meeting defined timelines and milestones.
• Develop annual IT project list and budget and responsible for research and implementation of those projects.
• Onboarding and offboarding of employee company laptops and systems.
• Manage and maintain approximately 100 laptops.
• Administer and maintain Active Directory services, including user accounts, group policies, and security permissions.
• Develop and implement IT policies and procedures to ensure compliance with industry standards and regulations.
• Manage software licenses, subscriptions, and vendor relationships to optimize costs and ensure compliance with licensing agreements.
• Facilitate the business' needs for ongoing technical support and upgrade protection on selected products by ensuring that maintenance, support and upgrade protection renewals are managed / handled / ordered in advance of their expiration.
• Maintain a high level of Service Desk customer focus by prioritizing issues and communicating appropriately with external and internal customers. Provide technical support and troubleshooting assistance to end-users, resolving issues in a timely and efficient manner.
• Work with existing reporting and analytics tools to monitor Service Desk and Field Services performance, identify and address areas of potential performance issues, and monitor key performance indicators.
• Plan and execute IT projects, including system upgrades, migrations, and deployments, within established timelines and budgets.
• Collaborate with internal stakeholders to understand IT requirements and align technology solutions with business goals.
• Evaluate emerging technologies and recommend solutions to improve efficiency, productivity, and cost-effectiveness.
• Stay informed about industry trends, best practices, and security threats to proactively address potential risks and vulnerabilities.
• Manage and maintain phone system (8x8 system), printers (2), routers, and switches.
• Maintain and update Microsoft 365 licenses, Adobe, Azure, and maintain SharePoint permissions and controls.
• Maintain AV equipment.
• Create and provide guides for internal use on processes and tools.
• Provide Mobile Device Support.
• Enhance teamwork by effective communication.
• Identify opportunities for continuous improvement.
• Install and manage necessary software in order to safeguard ~ 100 laptops and devices.
• Add, enable, disable, and move users and objects into various groups.
• Experience in active directory (AD) domain and manage privileges.
• Maintain helpdesk ticketing system.
• Maintain and track IT assets/ inventory.

• Proven experience as an IT manager or similar role, with a minimum of 5 years of relevant experience with a strong understanding of computer systems, security, network administration, and databases.
• Bachelor’s degree in computer science, Information Technology, or related field; relevant certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.
• Strong technical expertise in server administration, network infrastructure, and Active Directory management.
• Proficiency in IT asset management, including procurement, inventory control, and vendor management.
• Solid understanding of software licensing principles and experience managing software licenses and subscriptions.
• Excellent problem-solving skills and ability to troubleshoot technical issues independently.
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with colleagues at all levels of the organization.
• Proactive mindset with a strong commitment to continuous improvement and staying abreast of emerging technologies and industry trends.
• Project management skills, including organization, planning, time management, and prioritization.

Desired Skills/Experience

• Experience with ISO 27001 and CMMi level 1
• Experience working in the GovCon environment.