Randstad Manager of Infrastructure Services in Kingwood, Texas

Manager of Infrastructure Services

job details:

  • location:Kingwood, TX

  • salary:$90,000 - $120,000 per year

  • date posted:Monday, July 9, 2018

  • job type:Permanent

  • industry:Manufacturing

  • reference:631305

job description

Manager of Infrastructure Services

job summary:

We are currently seeking a Manager of Infrastructure Services for the Houston, TX area. An ideal candidate will be responsible for the management, coordination, and execution of IT service & support function in Americas extending across related technology platforms, products, involved assets and resources. You will be responsible for the delivery of regional / global project portfolio and fulfillment of business relationship management function for Americas sites. You will represent Americas IT within the IT management team and jointly contributes to the development of the IT Infrastructure strategy and overall evolution of architecture and services.

location: Kingwood, Texas

job type: Permanent

salary: $90,000 - 120,000 per year

work hours: 8 to 5

education: Bachelors

responsibilities:

Responsibilities:

  • Operate and coordinate regional Service Desk function in Americas according to ITIL best practices; maintain and measure high level of customer satisfaction and service quality; establish, monitor, and comply with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs); act as primary escalation point for all IT related issues in Americas including VIP support

  • Manage and control external Service Desk provider (in conjunction with global peers); document and transition standardized and repeatable tasks to realize 24/7/365 support model; optimize ROI

  • Operate, drive, and optimize IT service management processes and best practices including request fulfilment, change-, incident-, event- and problem management, etc.; leverage continuous service improvement activities and innovation

  • Plan, design and deploy tailored, ITIL based service management products & tools; analyze service efficiency and make recommendations for improvement; leverage service automation capability to drive employee self-service features

  • Develop, motivate, and manage a distributed team of IT support resources in a matrix organization; coach and mentor junior staff members; stimulate creativity and innovation; drive productivity and promote high performance culture

  • Plan, deploy and operate secure, cost-effective, and compliant enterprise grade IT products and solutions meeting the requirements of the business; suggest technology innovation ideas to enable efficiencies and generate new opportunities for growth of the company

  • Maintain and update service catalogue and service pipeline; operate and support user facing service portfolio incl. hard- and software, installation, peripherals, trainings, on- and off-boarding, access management, backup and restore, endpoint imaging, printing, etc.; act as technical escalation point for Americas IT support personnel

  • Lead and coordinate Americas IT infrastructure project portfolio; improve maturity of project management discipline while executing multiple initiatives in parallel with delivery in scope, time and on budget

  • Provide transparency in form of status updates and reporting for projects, SLAs, KPIs, service & support and regional operations in regular intervals; create and maintain documentation for IT services and products in form of work instructions, user, and Service Desk guides; realize knowledge management process; coordinate communication to customers

  • Proactively manage engagements with internal IT teams, business stakeholders, external vendors, and service providers; assume business relationship management role for regular bi-directional exchange and demand capturing across Americas sites

  • Manage Americas IT cost centers, maintain forecasts and provide regular reporting; identify opportunities for cost savings and make recommendations for future investments

  • Strive for high levels of standardization and service automation; leverage and deliver harmonization and centralization of environment; maintain standard operating environment (SOE)

  • Participate in development, execution, and constant evolution of corporate cyber security agenda; promote cyber risk awareness proactively; assume responsibility for Americas related compliance and security topics and SOX controls incl. daily control activities

  • Coordinate and harmonize IT Procurement function across Americas sites; oversee day-to-day Purchasing activities

qualifications:

Education/Experience:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or combination of equivalent experience and education

  • Minimum eight (8) years of relevant, hands-on, professional experience in a global heterogeneous IT environment

skills:

  • Experience in working within a distributed matrix organization of a global enterprise

  • Strong customer service orientation

  • Sharp mind-set and capability for analysis and judgment

  • Excellent oral and written communication proficiency; additional languages a plus (Brazilian Portuguese)

  • ITIL intermediate level certification and comprehensive understanding of IT Service Management best practices, processes, and functions

  • Cyber security program involvement / certification a plus

  • Proven record of accomplishment for project delivery; formal project management education (Prince2 or PMI)

  • Technical certifications from cornerstone vendors such as Microsoft (MCITP / MCSE) or Cisco (CCNA) are a plus

  • Extensive hands-on experience with IT infrastructure products and services (h/w, s/w, etc.)

  • Managing and controlling external Service Desk partners, service providers and partners (ISPs, technology suppliers, computer manufacturers, etc.)

  • Extensive knowledge with IT Service Management and automation platforms (ServiceNow)

  • Video and conferencing products (LifeSize, Polycom, Microsoft Skype for Business Cisco WebEx)

  • Reporting and monitoring; SOX compliance and risk management

  • Essential cyber security knowledge (email & web security, DLP, antivirus, content filter, mobile device security, people awareness, etc.)

  • Experience with software licensing, procurement, and asset management

  • Product knowledge in IT monitoring tools (Icinga, Scrutinizer, etc.) and utilization for Service Desk

  • Microsoft Windows desktop OS (7 and 10) and Windows Server portfolio; Active Directory

  • Endpoint deployment and management (Microsoft SCCM and patch management)

  • Operation of backup solutions (Symantec Backup Exec, HP Data Protector)

  • Unified communication products (IBM Domino / Notes / Sametime, Microsoft Exchange / Outlook, Microsoft SharePoint, Skype for Business, Office 365) incl. mobility services

  • Knowledge about networking fundamentals (LAN, WAN, IP, etc.) and troubleshooting practices

  • Microsoft Windows Server and Linux platform knowledge (Redhat, SUSE)

  • Additional skills in data center and networking domains are a plus

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.