About:
iSTA Solutions is a leading outsourcing provider, delivering high-quality and cost-efficient support services tailored to your business needs.
Backed by a team of highly skilled and results-driven professionals, we ensure seamless operations, exceptional service, and measurable success for our partners. Our commitment to excellence guarantees solutions that drive performance, efficiency, and customer satisfaction.
Essential Functions:
· Liaising with external and internal service providers to provide customized technical solutions.
· Develop technological capacity in IT personnel and systems.
· Establishing departmental KPI’s and workflows for a global team of IT professionals.
· Working Mgr. 30-40% of time spent hands-on providing support, 60-70% of time managing process and supporting the team.
· Responsible for ensuring that all operations tasks are being executed effectively, according to expectations.
· Responsible for meeting all departmental IT KPIs.
· Responsible for establishing and managing Help Desk ticketing.
· Responsible for ensuring all needed documentation is created and updated (policies and procedures).
· Responsible for ensuring that all IT Incident tickets are resolved according to KPI.
· Responsible for procurement (working with business to set workstation standards, ensure equipment is ordered, configured and delivered).
· Establishing a global network while managing and connected devices ensuring safety protocols such as single sign-on, Azure Active Directory, etc.
· Responsible for management of all software licenses (users, permissions, procurement).
· Responsible for escalating incidents and requests as appropriate, for resolution within KPI targets.
· Responsible for executing and managing to completion assigned Continuous Improvement and Risk Remediation tasks.
· Accountable for execution of IT Risk Remediation Process.
· Development and implementation of cyber security programs.
· Research and recommend innovations, and where possible automated approaches for system administration tasks; identify approaches that leverage resources and provide economies of scale.
· Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs.
· Perform periodic performance reporting to support capacity planning.
· Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.
· Accountable for outstanding customer service to staff and team members.
· Develops and maintains effective relationships through effective, timely communication and meets deadlines.
· Clearly documents all IT procedures and follows best practice change management for configuration changes to IT systems.
Knowledge, Skills, Abilities:
· Knowledge of current applications and trends in information technology related to healthcare, client engineering, and delivery of managed desktop services.
· Demonstrated experience managing a team of technologists to deliver technology services and functions.
· Demonstrated competency in developing staff and leadership skills
· Demonstrated competency in project management.
· Ability to manage multiple activities and tasks.
· Facilitation and change management skills.
· Highly developed verbal and written communications.
· Ability to communicate in English; both verbally and in writing
· Excellent customer service skills
· Working knowledge of Microsoft O0365, Azure Active Directory, databases, networking and system administration.
· Knowledge of SOC Type 2 certifications and audits.
· Demonstrated competency in cybersecurity in areas such as penetration testing, cloud security, or threat intelligence.
· Ability to code in languages like Python, PowerShell, JavaScript, or C++ to help automate tasks, develop security tools, and mitigate vulnerabilities.
Minimum Requirements:
· Bachelor's degree in information technology, Computer Science, and Network Administration or related field preferred.
· 6 + years of related work experience required.
· An equivalent combination of education and/or related work experience equal to 10 years will also be considered.
· 5 years of leadership experience required.
Pay: $120,291.89 - $160,781.63 per year
Work Location: In person
