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US-OH-Wilmington: IT Infrastructure and Support Manager

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 group’s 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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