Provide Technical direction of security functions as defined by the client
Oversee the IT operations of shifts
Oversee existing L2 Engineers through their management to ensure they are prioritizing tickets and project initiatives to align their milestones to the company objectives
The Director meets with peer department team members, gathers feedback, and ensures each team's priorities are documented in tickets and properly prioritized
Uphold company standards of excellence and service, guaranteeing quality performance
Organize, and communicate regarding assignments and projects within upper management
Lead the objectives for the team and how those objectives are going to be accomplished
Direct staff to accomplish the organizations mission, goals, and objectives through motivation, communication, group dynamics, and leadership
The Director advises Managed Services leadership of the departments progress and advises them on key issues to help the decision-making process
Own and handle IT-related projects.
Technical Knowledge And Ability To Perform The Following
Maintain, update, and monitor customer systems
Maintain, update, and monitor customer client workstations and application software
Responsible for the support of established security solutions
Use company ticketing system to assist the support for customers
Oversee the support for backup systems
Use of the remote monitoring and management (RMM) company tools for numerous tasks including:
OS and third-party application patching
Monitor and management of devices
Reporting
Strong knowledge of Azure solutions.
Advanced troubleshooting Windows server 2012 2019
Including Windows Roles and Features within the Windows server subsystems
Perform preventative maintenance tasks
Support network devices (switch, router, firewall, WIFI controllers, etc)
Develop trends by monitoring and analyzing tickets, problems, and support requests
Preferred Qualifications
Knowledge and troubleshooting proficiency of:
Five (5)+ years of experience maintaining, operating, and managing an IT environment
Two (2) years of project coordination experience, or similar experience
Server operating systems and system administration (Windows and Linux)
Active Directory, DNS, Group Policy, and other Windows-based services knowledge
Cloud computing technologies (O365, Azure, and AWS)
General knowledge of network devices such as routers, switches, systems, and tools (Cisco, Sophos, Watchguard, SonicWALL)
Use of MS Office product suite, in particular, Excel, PowerPoint, and Word
Experience in monitoring/management tools such as SCCM, Remedy, Automate, BCM, Sophos, Fortinet, Sentinel1, and/or more is preferred
Prior experience with an ITSM service management ticketing system
