IT Manager en JS International, Inc.

Description

About the Role

We’re seeking an IT Manager who thrives on keeping technology running smoothly and projects on track. You’ll lead our small IT team, own the daily ticket queue in our RMM system, and drive task completion via our project management board, Clickup.

Key Responsibilities

Service Desk & Ticket Flow

• Act as primary triage for all incoming RMM tickets—categorize, prioritize, assign, and ensure timely resolution against SLAs

Project & Task Management

• Assist in translating high-level initiatives into clear tasks with owners, deadlines, and dependencies.
• Monitor dashboards daily, follow up on overdue items, and facilitate quick stand-ups to remove blockers.

Team Leadership

• Guide 2–4 technicians: scheduling, coaching, and performance feedback.
• Maintain the on-call rotation and ensure coverage.

Security Policy Enforcement

• Apply security controls (MFA, access reviews, phishing tests) established by the Director of Technology.
• Document exceptions and escalate incidents promptly.

Vendor & Cloud Coordination

• Serve as day-to-day contact with our hosted infrastructure/ERP vendor for changes, escalations, and maintenance windows.
• Confirm notifications and communicate impacts to stakeholders

Asset & License Administration

• Keep accurate inventory of endpoints and SaaS subscriptions

Process Documentation & Reporting

• Maintain SOPs, knowledge-base articles, and network/application diagrams.
• Deliver a concise weekly status report highlighting ticket trends, project progress, and upcoming maintenance.

Working Conditions

• Standard weekday schedule with participation in an on-call rotation for urgent issues at an 8-5 Monday – Friday Schedule.
• Occasional after-hours work for vendor-scheduled maintenance or cutovers.
• Ability to lift or move equipment up to 50 lbs.

Requirements

Qualifications

Experience:

• 3+ years in IT support or service-desk operations.
• 2+ years leading or supervising an IT team.
• 6+ years in general IT experience or related field

Technical Proficiency:

• Hands-on experience with an RMM ticketing platform (e.g., NinjaOne, ConnectWise, Datto, etc.).
• Solid working knowledge of ClickUp or similar work-management tools.
• Windows endpoint administration, IT networking, SaaS administration (Microsoft 365, Google Workspace).

Soft Skills: Strong follow-through, clear written communication, and the ability to keep multiple stakeholders accountable.

Benefits:

• Dental insurance
• Health insurance
• Vision insurance
• Life insurance
• Accident Insurance
• AD&D insurance
• Cancer Insurance
• Critical Illness Insurance
• Short & Long-Term Disability
• Paid time off
• 401(k) matching