IT Manager

Manager It Technical Solutions Delivery

Charlotte, NC, US, 28211

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Job Overview

The IT Manager is accountable for leading the assigned team or functional area, processes, or discipline. They will be responsible for planning, delivery, daily operations, and support of IT services and solutions using the internal team and external shared services partners, within their area. The IT manager will do so, according to our organization's standards and policies, while providing advice and training on technical aspects of technical architecture, systems, and solutions. They are also responsible for negotiating service level agreements, performance, quality metrics, and ensuring contractual obligations are met, and resolving vendor problems related to quality, performance, and service level agreements. Additionally, the role is responsible for providing a high level of customer service within IT to ensure exceptional customer satisfaction, quality design, timely and efficient workflow, customer contact initiatives, accountability (scorecard) models, administering policies and procedures applicable to quality, and efficient and profitable operations.

Duties & Responsibilities

• Establishes customer communication, managing customer concerns, providing timely updates, identification of critical path tasks, needed roles, and resources, and expected delivery date(s) for an area of accountability (QA, Help Desk, NetOps, Field Services, etc
• Collaborates on delivery of IT Services with other IT functional areas responsible for customer satisfaction, intending to provide unified, professional customer service to the company
• Assists in determining fiscal requirements and prepares budgetary recommendations to support their area of responsibility; compile and analyze operational data to direct and make recommendations to improve standards and efficiency and show positive business results
• For their assigned area, owns system technical architecture, including solutions delivery, operations, and support
• Manages, leads, and motivates a team to deliver results by communicating company goals and deadlines; engaging and developing teammates through effective performance management, and coaching and training
• Implements continuous improvement methods
• Ensures adequate product, solutions testing before implementation, devising improvements to current processes and procedures, and develops models of possible future configurations

Knowledge, Skills, & Abilities

Minimum Qualifications

Preferred Qualifications

Work Environment

Office environment

Equal Opportunity Employer - All qualified applicants will be considered for employment without regard to disability, protected veteran status, or any other characteristic protected by applicable law.