Responsible for the company’s various enterprise systems environments and delivery of business applications and services, manages multiple systems engineers and administrators within Center Of Excellence (COE) teams, provides effective communications, leadership, training, staff assessments, balances workloads and task priorities, evaluates performance metrics, provides analysis and reports, perform capacity & resource planning, manages systems lifecycle and license administration, coordinates with leadership technical and financial planning, evolves business requirements into solutions, and cultivates & maintains business relationship with vendors and customers.

Essential Job Functions:

Technical Expertise:

· Proficient in handling complex technical concepts, use of software tools and technologies, and strong in enterprise client/server and system engineering concepts and applications

· Understands diverse infrastructure systems & services within enterprise environments, how they interconnect, and the ability to deliver continued service

· Possess strong knowledge of diverse enterprise system environments, client/server architectures, endpoint solutions, and various hardware & software compatibility requirements

· Experience in troubleshooting & resolving technical issues, system processes, and ability to understand and implement client requirements

· Ability to effectively discuss technical details and issues with technical professionals and non-technical personnel

· Proficient in asset management and lifecycle strategies and procedures, strategic asset and financial planning, and hardware & software replacement planning and procedures

· Excellent working knowledge of hybrid, cloud, and on-premises environments, server & endpoint hardware and software technologies, and network & telecommunication systems

· Solid experience with Microsoft Active Directory domains & environments, Azure & O365 administration & licensing, and AWS environments

· Strong analytical skills to understand business processes and identify opportunities to improve processes through technology

Management Skills:

· Ability to communicate effectively with internal and external stakeholders, contributors, and business leaders

· Effectively manage customer and vendor relationships and accounts

· Understand business requirements and its relationship to IT solutions & service delivery, project plans and budgets, and leads project & resource management to ensure timeliness of deliverables

· Analyzes statistical data and trends, reviews current and future functional business needs, and recommends technology infrastructure upgrades, improvements, and changes

· Ability to effectively manage diverse technologies, technical teams and staff to success

· Ability to manage multiple workloads and priorities, provide clear direction and expectations to contributors, and provide effective leadership to meet goals and objectives

· Perform effective time management, delegate and allocate responsibilities efficiently

· Positively manage personnel and COE teams, personnel conflict resolutions, develop training and career enhancement plans, manage staffing and shift requirements

· Ability to effectively communicate to stakeholders and manage teams and personnel during service impacting events to restoration, gather & present factor impacting the business, and provide improvement action plans

· Participate in IT strategies & planning with leadership teams

Leadership Skills:

· Effectively lead COE teams and inspire others to achieve goals through innovation, quality and excellence, instill excellence and the standards for others to follow and achieve

· Ability to identify and leverage the strengths and weaknesses of COE team members for successful deliverables

· Apply constructive resource management skills and ability to address complex and sensitive issues to a successful outcome

· Encourage COE team interactions and conversation engagement, solicit feedback and ideas, boost employee motivation, and recognize personal and team contributions

· Ability to match project and task opportunities to teams’ and personnel to foster maximum development potential

· Foster and promote teamwork, career progression, training to improve skillset, knowledge, and contribution to the teams’ overall experience and success

Specific Competencies & Requirements:

· Working knowledge of compliance initiatives, to include but not limited to PCI, HIPAA, and ITIL

· Possess excellent oral & written English communication skills

· Possess excellent problem-solving and organizational abilities

· Possess effective interpersonal skills

· Support IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) philosophies and approaches

· Responsible for personnel and team management, hiring practices, and training within the COE teams

· Analyze team support service levels and performance statistics against customer support requirements to document attainment of service level agreements

· Ability to work independently and be results oriented

· Ability to effectively work with people from different disciplines with varying degrees of technical experience

· Ability to manage project implementation teams and individuals and monitor the deliverables of each team to ensure milestone and on-budget completion