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centrexIT · 13 hours ago

Virtual IT Manager (vITM)

Various,CA,US

Full-time

Hybrid

Senior Level

5+ years exp

centrexIT is a company that provides IT services, and they are seeking a Virtual IT Manager (vITM) to manage client IT ecosystems. The vITM will be responsible for ensuring a best-in-class customer experience, guiding technical roadmaps, and maintaining documentation for clients.

Consulting

Culture & Values

Responsibilities

The vITM is to be the primary technical account representative to assigned clients

Assist other centrexIT departments with paths of escalation and resolution when needed

Complete regularly scheduled meetings with client points of contact and decision makers

Manage ongoing client IT initiatives and ensure they are in line with technical strategy

Make pre-scheduled onsite visits to customer sites

Complete a technical alignment assessment and audit for each client yearly

Complete security and system health audits quarterly

Complete user audit monthly

Act as the project liaison between the client and centrexIT project team

Act as the subject matter expert for all client Primary Business Applications (PBAs)

Work with client vCIO (virtual Chief Information Officer) to identify needed initiatives, technical deficiencies, and develop client long term technical strategy

Ensure detailed up to date client documentation is available to all centrexIT teams including but not limited to user onboarding, user offboarding, new PC provisioning, Primary Business Applications, and clients core services and interdependencies

Keep and improve client documentation, processes, & training to enhance client experience and ensure all needed documentation is available to all centrexIT teams

Lead the CAPA process for all client incidents and problems to prevent future incidents

Provide client quarterly evidence of system restores in accordance with Backup SOP

Act as the liaison and escalation point between clients and centrexIT Teams

Review client incidents and metrics to identify reoccurring problems with the goal of reducing ticket volume, preventing future incidents, and guiding projects and strategic roadmaps

Report ticket counts, metrics, and status to clients on an as needed basis

With the help of Project Team and Project Manager, onboard newly assigned clients and provide training to centrexIT team regarding new client infrastructure and support needs

In conjunction with vCIO, provide strategic technical guidance and planning to clients and clients’ 3rd party vendors

Work with clients to manage 3rd party technical vendors and licensing

Manage applicable support agreements and warranty renewals

Ensure all critical systems are monitored and alert thresholds meet client requirements

Responsible for client’s asset and inventory management and proactively works with service desk team to ensure clients inventories are updated

Responsible for client equipment/software life cycle management

Learning new technologies, procedures, and solutions as required

Documents all time using centrexIT’s ITSM while following defined standards and processes for entering time, communicating with clients, and updating tickets

May at times serve as an offboarding resource by executing and completing standardized offboarding tasks

Operates within a change enablement process, creating, approving, and executing changes

Identifies and declares breakdowns within systems and processes

Communicate openly and authentically with internal team and clients to ensure breakdowns are acknowledged and addressed in a timely manner and works towards a shared outcome ensuring the best possible user experience

Develops and maintains excellent team member and client relationships

Communicates with client as required; keeping them informed of project progress, notifying them of impending changes or agreed outages, and following up as necessary or as process defines

Respond promptly and professionally with clients and fellow team members, keeping commitments or resetting expectations when necessary

Performs other duties as assigned

Qualification

Microsoft ecosystemAzure fundamentalsIT securityNetwork administrationITSMITILDisaster recoveryDocumentation skillsSoft skillsTime managementProblem solvingTeamworkLeadership

Required

Ability to advocate for clients IT security and system stability

Extensive knowledge of Microsoft ecosystem, including Windows Server (2016, 2019, 2022), Windows desktop operating systems (10, 11), and Microsoft 365 services such as Exchange Online, SharePoint Online, OneDrive, Teams, and security/compliance features

Comprehensive knowledge and experience in Azure fundamentals, encompassing subscription and resource group management, governance and compliance best practices, identity and access management (Azure AD), virtual networking, compute services (VMs, App Services), storage solutions, and container orchestration (AKS)

Proven in-depth knowledge and understanding of information technology systems and strategy, information technology security as well as advanced network administration, server virtualization (VMware), Cisco/Meraki controllers, switches, access points, firewalls, and VoIP phone systems

Understanding of ITSM and ITIL

Disaster recovery and business continuity planning, including data backup and verification testing. Experience with backup and restore systems such as VEEAM

Extensive understanding of common primary business applications and systems in a corporate environment

Self-motivated with the ability to manage time well

Strong documentation skills and attention to detail

Strong soft skills; good communication, interpersonal, leadership, problem solving, teamwork, and work ethic

Must be comfortable working in a fast-paced environment with the ability to manage shifting priorities

Ability to remain calm in stressful situations

Embodies centrexIT's core values of 'Do IT with C.L.A.S.S.' (Care, Leadership, Accountability, Service, and Speed)

Must reside within reasonable driving distance (<40 miles) of centrexIT headquarters (12232 Thatcher Court, Poway, CA 92064)

Required to travel onsite to clients' offices or for other business needs up to 45% of the time

Ability to travel onsite to clients' offices or for other business needs within Southern California using personal vehicle

May at times be required to fly to clients' offices or for other business needs located outside of Southern California

Ability to work remotely from home 55% of the time

5 to 10 years of relevant experience

Preferred

BS Degree (Computer Science, Information Systems, or related field preferred), equivalent work experience may be considered

IT industry certifications from Microsoft, Cisco, and VMware preferred. MS-102: Microsoft 365 Administrator, and AZ-104 Microsoft Azure Administrator preferred

CompTIA A+/N+ preferred

Previous experience working with or for an MSP preferred

Previous experience with ITSM ticketing system(s)

ITIL Foundation preferred