IT Support Manager

Frontline Education

(Malvern, Pennsylvania)

Full Time Travel Required

Job Posting Details

About Frontline Education

Frontline Education is an integrated insights partner serving more than 9,500 K-12 organizations and millions of educators, administrators and support personnel in their efforts to develop the next generation of learners.

Summary

We are looking for a hands-on IT Support Manager to support our internal teams at Frontline Education.

Responsibilities

* Serve as senior technical leadership to the team of technicians
* Assign & oversee work flow of systems administrators, technicians and interns
* Develop KPI’s and health metrics for support team
* Maintain & report system performance statistics
* Work with IT Manager to define team structure and overall operation
* Manage corporate infrastructure and systems as well as business continuity systems
* Maintain corporate applications/systems
* Mitigate corporate service related issues ?
* Perform routine audits of systems & software ?
* Maintain cross-functionality work flow with Business Systems team
* Engage vendors for technology initiatives as needed
* Consistently maintain documentation of changes via Kb Articles, and ITSM Tool
* Groom documentation created by team
* Make recommendations to leadership on process or solution enhancement
* Initiate projects with budget approval and see them through to completion
* Plan and run technology related to large group and company meetings
* Manage and enact new user onboarding process
* Develop corporate on-call rotation as needed

Serve as senior technical leadership to the team of technicians
Assign & oversee work flow of systems administrators, technicians and interns
Develop KPI’s and health metrics for support team
Maintain & report system performance statistics
Work with IT Manager to define team structure and overall operation
Manage corporate infrastructure and systems as well as business continuity systems
Maintain corporate applications/systems
Mitigate corporate service related issues ?
Perform routine audits of systems & software ?
Maintain cross-functionality work flow with Business Systems team
Engage vendors for technology initiatives as needed
Consistently maintain documentation of changes via Kb Articles, and ITSM Tool
Groom documentation created by team
Make recommendations to leadership on process or solution enhancement
Initiate projects with budget approval and see them through to completion
Plan and run technology related to large group and company meetings
Manage and enact new user onboarding process
Develop corporate on-call rotation as needed

Ideal Candidate

**Competencies**

* Self-motivated with keen attention to detail
* Passionate about technology and finding new ways to do things
* Experience running a technical support team
* Willingness to be hands on and jump-in to help the team whenever needed
* Strong project management experience and ability to drive to completion
* Highly organized
* Understanding of basic core networking/switching/wireless functions
* Understanding of client-server OS relationships
* Understanding of virtualization platforms
* Experience with VOIP and cloud calling platforms
* Experience with cloud computing applications
* Experience with backup and recovery systems/solutions
* Strong analytical and problem solving skills with a propensity to think outside the box
* Ability to interpret and implement corporate policy without specific guidance

**Minimum Qualifications**

* B.S. or Associates Degree in Information Systems, Computer Science or equivalent, or equivalent work experience
* 10 years’ experience working in a technical role
* Proven management/team lead experience
* Strong interpersonal skills
* Must have high degree of personal integrity with the ability to maintain strict confidentiality and uphold, safeguard and promote the organization’s values and philosophy
* Ability to work without supervision on day to day basis
* M&A experience a plus
* Experience servicing teams in a SaaS org with understanding of the SDLC a plus
* Travel will be required to support our multi-site org

Competencies

Self-motivated with keen attention to detail
Passionate about technology and finding new ways to do things
Experience running a technical support team
Willingness to be hands on and jump-in to help the team whenever needed
Strong project management experience and ability to drive to completion
Highly organized
Understanding of basic core networking/switching/wireless functions
Understanding of client-server OS relationships
Understanding of virtualization platforms
Experience with VOIP and cloud calling platforms
Experience with cloud computing applications
Experience with backup and recovery systems/solutions
Strong analytical and problem solving skills with a propensity to think outside the box
Ability to interpret and implement corporate policy without specific guidance

Minimum Qualifications

B.S. or Associates Degree in Information Systems, Computer Science or equivalent, or equivalent work experience
10 years’ experience working in a technical role
Proven management/team lead experience
Strong interpersonal skills
Must have high degree of personal integrity with the ability to maintain strict confidentiality and uphold, safeguard and promote the organization’s values and philosophy
Ability to work without supervision on day to day basis
M&A experience a plus
Experience servicing teams in a SaaS org with understanding of the SDLC a plus
Travel will be required to support our multi-site org