Date: _21-May-2012_
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IT Infrastructure and Support Manager
Manage the day-to-day operations of the IT infrastructure and support group, including desktop/laptop, desk phones, mobile devices, server, network and first level application support.
Responsible for groups metrics: customer satisfaction, time to first contact, time to resolution, training compliance and others.
Responsible for site support effectiveness, work with IT ticketing system to report on trends, call volumes, and other key indicators.
Manage vendor relationships, Service Level Agreements, assets and budgets for Infrastructure hardware, software, tools, telecommunications, telephone systems, mobile communications, and data circuits.
Provide direct management including reviews, goal setting, and career/technical development of System Administrators, Network Engineer, and IT Support at OH site
Coordinate and align IT infrastructure projects, resources and support activities with other departments.
Manage processes related to security/system log management and review. Lead incident management efforts related to IT.
Minimum three years experience managing Infrastructure organization.
Minimum of four years of total experience in network management and configuration including: IP configuration, Ethernet, Cisco router and switch platforms, packet analysis, and network system monitoring.
Minimum of four years of total experience in server and pc management and configuration including: Windows XP/7, MS Server 2005/2008, Exchange, MS SQL, Citrix, VMware, Active Directory , DHCP, DNS, back-up systems, IIS, server system monitoring, DR/BC, and corporate antivirus
B.S. in Computer Systems or Management Information Systems or related area or equivalent job experience.
Previous experience in the biotechnology and/or pharmaceutical industries is desirable.
Excellent troubleshooting skills and good problem solver.
Strong verbal and written communication skills.
Ability to manage task-level details but be able to see the big picture of the project.
Ability to keep projects on schedule and within budget, and understand the critical path.
Management and supervisory skills for managing and motivating both direct and indirect staff.
Must have the ability to identify critical risks or issues and facilitate stakeholders to reach timely decisions.
Ability to be a self-starter, with the initiative and eagerness to succeed.
Ability to work independently and to deal with ambiguity.
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Thank you,
Developer FYI Center
http://dev.fyicenter.com/
