Responsibilities:

• 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 organization’s mission, goals, and objectives through motivation, communication, group dynamics, and leadership
• The Director advises Managed Services leadership of the department’s 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
• Experience within an asset management system