Position Title: IT Manager
Department: Information Technology
Reports To: CFO
FLSA Status: Exempt
Location: Corp Headquarters/Remote/Various Locations
Position Summary:
The IT Professional is responsible for overseeing the entire IT infrastructure, supporting both corporate and branch operations. This includes managing the helpdesk for day-to-day technical issues, overseeing network infrastructure, and implementing IT projects across the company. The IT professional will ensure system reliability and align technology initiatives with the company’s strategic goals. This role requires a proactive approach to problem-solving and the ability to work across various locations and environments, both in-person and remotely. This role requires expertise in both hands-on IT support and high-level project management, ensuring that the company’s technology systems run smoothly and securely across all locations.
Key Responsibilities:
- Helpdesk Support (back-up):
- Provide technical assistance to employees across the company, addressing issues related to desktops, laptops, mobile devices, and other equipment.
- Respond to IT support tickets, troubleshoot software and hardware issues, and resolve them promptly.
- Assist end users with password resets, account setup, system access, and general technical guidance.
- Network Infrastructure and Systems Administration:
- Manage and maintain the company's network infrastructure, including routers, switches, VPNs, and wireless networks, ensuring high availability and secure operations.
- Monitor network performance and security, identifying and resolving connectivity issues.
- Support LAN/WAN setups and configurations to ensure reliable communication between corporate headquarters, branch locations, and drivers.
- Ensure that all network devices are up to date with the latest firmware and security patches.
- Oversee the configuration, monitoring, and maintenance of all networking equipment and servers (on-premise and cloud-based).
- Ensure the reliability and security of communications between corporate offices, branch locations, and school bus drivers, including support for GPS, routing, and telematics systems.
- Server and Storage Management:
- Manage on-premise and cloud-based servers, ensuring high availability, data integrity, and regular backups.
- Configure and monitor server environments, including Windows Server, Active Directory, DNS, DHCP, and file sharing services.
- Perform regular system updates and maintenance tasks to optimize server performance and security.
- Cybersecurity and Data Protection:
- Develop, Implement and manage comprehensive cybersecurity protocols and procedures to safeguard company data and prevent unauthorized access, including regular risk assessments, vulnerability testing, and incident response protocols.
- Ensure compliance with relevant data protection regulations, such as FERPA or HIPAA, as applicable to the company’s operations.
- Train staff on best practices for data security and monitor for phishing attempts or other malicious activity.
- Regularly review and update disaster recovery plans, ensuring that critical business systems can be restored in the event of an outage or breach.
- Hardware and Software Management:
- Install, configure, and maintain hardware and software across corporate and branch offices, including desktops, laptops, printers, mobile devices, and transportation-related technology.
- Manage and support transportation-specific software systems, such as GPS tracking, routing, and scheduling platforms.
- Provide guidance on selecting and implementing new software solutions that align with business needs.
- Telecommunications and VoIP Support:
- Configure and support telecommunications systems, including VoIP phones, ensuring reliable communication between all company locations and drivers, as well as customers.
- Monitor phone systems for functionality, manage voicemail systems, and troubleshoot any telecommunication issues.
- Field Support for Branch Locations:
- Travel to branch locations as needed to provide hands-on technical support, including hardware installations, network troubleshooting, and end-user training.
- Assist with onboarding new branches or locations by setting up IT infrastructure, including workstations, network connectivity, and communications systems.
- Ensure that each branch is equipped with the necessary IT resources and that all equipment is functional and secure.
- Vendor Management and Procurement:
- Manage relationships with external vendors, negotiating contracts for hardware, software, and IT services.
- Assist in negotiating contracts and managing relationships with third-party providers for IT services.
- Ensure timely procurement of necessary IT equipment, keeping an inventory of devices and components.
- Evaluate and select technology solutions, ensuring that they meet the company’s technical requirements and budget constraints.
- Oversee the procurement of IT equipment, software licenses, and service contracts, ensuring that the company has the necessary tools to operate efficiently.
- Documentation and Reporting:
- Create and maintain comprehensive documentation of IT systems, processes, and procedures for corporate and branch offices.
- Track and report on IT performance metrics, including system uptime, ticket resolution times, and network security audits.
- Provide regular updates to IT leadership on project status, system health, and any ongoing issues.
- IT Project Management:
- Assist in planning and executing IT projects such as system upgrades, network expansions, and technology rollouts.
- Coordinate with other departments to ensure that IT projects align with business goals and timelines.
- Manage timelines, budgets, and resources to ensure successful completion of IT projects.
- Helpdesk and End-User Support:
- Oversee the company-wide helpdesk, ensuring prompt and effective resolution of technical issues for corporate and branch locations.
- Develop and enforce service-level agreements (SLAs) for helpdesk operations, ensuring high-quality support and timely response to IT tickets.
- Implement systems for tracking, prioritizing, and resolving helpdesk requests, with a focus on minimizing downtime and ensuring business continuity.
- System and Software Management:
- Manage the installation, configuration, and maintenance of company-wide software systems, including transportation management software, GPS tracking, and routing platforms.
- Oversee the deployment and support of hardware (desktops, laptops, mobile devices, and specialized transportation equipment) across corporate and branch offices.
- Monitor and optimize the performance of the company’s IT systems, proactively identifying and addressing potential issues before they impact operations.
- efficient use of company systems.
Qualifications:
- Education:
- Bachelor’s degree in information technology, Computer Science, or a related field required.
- Experience:
- Six- (6+) years of experience in IT support, network administration, or systems management.
- Experience supporting multi-location organizations, ideally in a transportation or logistics environment.
- Familiarity with transportation-related IT systems (e.g., GPS tracking, scheduling software) is a plus.
- Skills and Competencies:
- Strong knowledge of Windows Server environments, Active Directory, and network security.
- Expertise in managing large-scale networks, including LAN/WAN, VPNs, firewalls, and wireless networks.
- Proficiency in managing Windows Server environments, Active Directory, cloud platforms (e.g., AWS, Azure), and virtualization technologies (e.g., VMware, Hyper-V).
- Strong leadership and team management skills, with experience developing and mentoring IT staff.
- Excellent project management skills, capable of leading complex technology implementations.
- Strong problem-solving skills with the ability to quickly diagnose and resolve technical issues, work independently and manage multiple tasks.
- Strong communication skills, capable of translating technical concepts into non-technical language for staff.
- Certifications:
- Certifications such as CompTIA A+, Network+, Security+, CCNA, or Microsoft Certified: Azure Fundamentals are highly desirable.
- Physical Requirements:
- Ability to lift and move IT equipment such as servers, computers, and networking devices (up to 50 lbs).
- Willingness to travel to branch locations as needed to provide in-person support.
Working Conditions:
- Primarily office-based, with regular travel to branch locations for on-site support and project implementation.
- Will require occasional evening or weekend work to address critical issues or system upgrades.
- Remote support and on-site troubleshooting, depending on the needs of the company.
Compensation and Benefits:
- Salary commensurate with experience.
- Full benefits package, including health insurance, retirement plan, and paid time off.
