Requisition ID: 212594 

Posting Locations: Charlotte 

 

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Paid Training Paid Time Off plus paid holidays 401(k) with Company matching on a dollar-for-dollar basis Employee Stock Purchase Plan (ESPP) Group Health Insurance – Medical, Dental, Vision & Disability Basic and Supplemental Life Insurance

 

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Job Overview

The IT Senior Manager is accountable for leading the assigned team(s) or functional area(s), processes, or discipline(s). They will be responsible for planning, delivery, daily operations, and support of IT services and solutions using the internal team and external shared services partners, within their area. The IT manager will do so, according to our organization's standards and policies, while providing advice and training on technical aspects of technical architecture, systems, and solutions. This role is responsible for negotiating service level agreements, performance, quality metrics, and ensuring contractual obligations are met; resolving vendor problems related to quality, performance, and service level agreements. Additionally, they are responsible for providing a high level of customer service within IT to ensure exceptional customer satisfaction, quality design, timely and efficient workflow, customer contact initiatives, and accountability (scorecard) models. This is done while administering policies and procedures applicable to quality, efficient, and profitable operations.
 

Duties & Responsibilities Establishes customer communication, managing customer concerns, providing timely updates, identification of critical path tasks, needed roles, and resources, and expected delivery date(s) for areas of accountability (QA, Help Desk, NetOps, Field Services, etc.) Collaborates on delivery of IT Services with other IT functional areas responsible for customer satisfaction, to provide unified, professional customer service to the company Assists in determining fiscal requirements and prepares budgetary recommendations to support their area of responsibility; compile and analyze operational data to direct and make recommendations to improve standards and efficiency and show positive business outcomes For their assigned area, owns system technical architecture, including solutions delivery, operations, and support IT Infrastructure involves developing the core technical platform, capabilities, and services that support business processes and data including Mapping the relationships between IT platform, infrastructure components (i.e., Technology End Users, IT Systems Software and Hardware, and Info-Communications Transmission Networks) Identifying the key technology interactions and dependencies across systems platforms impacting the organization’s ability to achieve integration, compatibility, and performance targets General IT Technical Solutions Delivery and Services include analysis, programming, and configuration of end-user applications and, or systems software including analyzing detailed business, functional, technical requirements and specifications for the application Coding internally developed applications and, or configuring commercial-off-the-shelf (COTS) applications using programming, scripting, and database languages Supporting application testing, deployment, maintenance, and evolution activities by correcting programming errors, responding to scope changes, and coding application enhancements Enterprise Architecture work involves developing high-level frameworks that align an organization’s IT infrastructure with business processes, data to improve the efficiency and productivity of business operations including Mapping the relationships between information systems components (i.e., end-users, business processes, applications, data, IT platform hardware, software, and networks) Identifying key interactions and dependencies across separate systems and platforms Evaluating the total cost of ownership and return on investment of various architecture alternatives Manages, leads, and motivates a team to deliver results by communicating company goals and deadlines; engaging and developing teammates through effective performance management, coaching, and training Implements continuous improvement methods and embodies company purpose and values to inspire servant leadership Ensures adequate product, solutions testing before implementation, devising improvements to current processes and procedures, developing models of possible future configurations Knowledge, Skills, & Abilities  5+ years IT leadership experience within a specific technology discipline   5+ years in managing, coaching, and developing direct reports Strong breadth of knowledge in modern software or infrastructure technologies  Project management and team management skills (across multiple teams) e.g. planning, budgetary control, people management, etc. Up-to-date knowledge of methodologies and trends in both business and IT, with preferred experience in Agile methodologies Knowledge and experience managing all aspects of application software and services in the Microsoft suite of products, and the dominant cloud platforms (especially Azure) Ability to handle pressure and deadline-oriented project demands, as well as manage multiple initiatives Strong experience managing change in an organization with a passion to lead successful team efforts and projects Able to energize the appropriate teams in the organization Excellent written and verbal communication skills, interpersonal and collaborative skills, and the ability to   communicate technical concepts to technical and non-technical audiences at various hierarchical levels Must be a critical thinker, with strong problem-solving skills Must have a “value” mindset with strong business and financial acumen, possess strong advisory skills, and demonstrate ownership of the function(s), strategy and objectives assigned This role may manage a single IT discipline or multiple teams such as QA, Development, Network, Telecom, etc. Minimum Qualifications Bachelor’s degree (4 years) Degree in a technology-related field, or equivalent work or education-related experience Preferred Qualifications Knowledge acquired through 5 to up to 7 years of work experience Certifications recommended for technical manager disciplines (MTA, PMP, MCSE,MSCD, CCNP,CCNA) Work Environment

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