Imprezzio, Inc.


IT Services Manager

Location: Spokane, WA
Date Posted: 08-28-2018
As a front-runner on our team, you will lead the 24x7 technical efforts supporting Imprezzio’s software infrastructure and associated users. You will be expected to manage the Network Operation Center (NOC) and Engineering Operations teams by bringing stellar management skills & the ability to execute and take on the day-to-day tactical challenges to get things done.
Ideal Candidate
Leader: Proven leader with 5+ years people management experience and a strong desire and understanding of how to develop people in a supportive, accountable environment and inspire them to give 100% effort and perform at levels higher than they imagined they could achieve. Ability to provide positive and constructive feedback. See hidden problems and probe a variety of sources for answers, look beyond the obvious, identify and creatively solve complex problems, including matters related to systems and processes. Agile & adaptable approach.
Communicator: Deep understanding and connection to the company goals while being friendly, motivating, consistent, compelling and well spoken. Phenomenal communication (written & verbal).
Customer Focused: Passion for service and satisfaction, dedication to meeting the expectations and requirements of internal and external customers, establish and maintain effective relationships with customers, gaining their trust and respect.
Day to Day
Lead the day-to-day operations of the team to ensure effectiveness, consistency, efficiency and scalability including building reporting and managing team metrics via trend analysis. Support team’s success by prioritizing, organizing, planning and communication. Facilitate 24/7 on-call rotation, after hours’ maintenance and release schedule for technical infrastructure & applications.
Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, telephones, software applications, security, compliance and peripherals.
Monitor internal & external ticketing queue systems, identify priority tickets, allocate work tickets and ensure timely resolution with proper customer communication. Ensure incident tickets are addressed within SLA requirements and with proper resolution. Perform root cause analysis of incidents, identify and address problem to prevent incident tickets and work with teams to rectify solution if necessary for trending tickets.  
Serve as the primary point of contact & interface for escalated customer issue resolution and incident resolution planning and reporting, including all follow up and action plan communications.
Lead, inspire, manage, and mentor team members to maximize their individual potential and professional growth as well as ability to function effectively as a team. Champion the onboarding process of new employees ensuring they are plugged into the company mission & understand their part in the organization. Serve as a trusted resource for information, direction and knowledge.
  • 3+ years of progressive IT management experience
  • 5+ years of hands-on technical experience (MS, Linux, SQL, MongoDB, SCCM, Fortinet, Juniper, ITIL)
  • Proven experience in of geographically-diverse hosting facilities where SaaS applications may be run in Active/Active and/or Active/Passive configurations
  • Bachelor’s degree or equivalent experience
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