Position Overview
We are seeking a highly technical Manager of Information Technology (IT) to lead and support all aspects of our IT operations in a fast-paced telecommunications environment. This individual will oversee internal IT support (Helpdesk), corporate infrastructure (on-prem and cloud), endpoint management, network security, and ensure high system availability and performance across a globally distributed workforce.
This is a hands-on leadership role requiring deep technical knowledge and the ability to manage complex IT systems, vendors, and a team of technical support professionals.
Key Responsibilities
IT Operations & Helpdesk Leadership
- Lead the internal IT Helpdesk team, ensuring timely support for hardware, software, connectivity, and access issues across the organization.
- Manage service level agreements (SLAs), incident response, and escalations.
- Implement and continuously optimize ITIL-based processes (incident, change, asset, and configuration management).
Infrastructure & Systems Management
- Oversee the design, implementation, and maintenance of enterprise IT infrastructure, including:
- Servers (Windows/Linux), virtualization (VMware/Hyper-V)
- Active Directory, DNS/DHCP, Group Policy, Office 365/Azure AD
- Corporate firewalls, switches, routers, and VPNs
- Cloud services (AWS, Azure, or GCP) and hybrid environments
- Maintain robust backup, disaster recovery, and high availability strategies.
Security & Compliance
- Ensure enterprise-wide compliance with cybersecurity best practices (NIST, ISO 27001, SOC 2).
- Lead annual compliance audits.
- Manage endpoint protection, MDM, MFA, and vulnerability management.
- Work closely with 3rd party consultants and internal engineering teams to secure internal networks and customer-facing services.
Telecom IT Environment Support
- Collaborate with engineering and operations teams to support telecom-specific systems (e.g., OSS/BSS platforms, SIP/VoIP infrastructure, NMS/EMS tools).
- Maintain uptime and support for telecom-related applications, test labs, and secure provisioning tools.
Team & Vendor Management
- Hire, mentor, and manage a high-performing IT support and infrastructure team.
- Manage IT budgets, procurement, licensing, and vendor relationships.
- Coordinate third-party support contracts and service providers.
- Bring hands-on experience with hardware troubleshooting and system architecture.
- Possess proven abilities to research, evaluate, and recommend new technologies.