IT Support

• Develop and execute a comprehensive IT strategy aligned with business goals and growth plans.
• Lead and mentor IT staff, defining key performance indicators (KPIs) for service delivery, incident resolution, project completion, and uptime targets.
• Conduct regular performance reviews, coaching sessions, and skills development planning.
• Partner with business leaders and department heads to understand operational requirements, set priorities, and communicate IT initiatives clearly across the organization.
• Develop and manage annual IT budgets, forecasts, and vendor contracts.
• Oversee the design, deployment, and maintenance of core infrastructure (servers, networks, endpoints, cloud environments).
• Ensure system reliability, performance optimization, and adherence to SLAs for uptime and response time.
• Manage both on-prem and cloud-based services (Azure, AWS, M365, Google Workspace).
• Maintain comprehensive documentation for configurations, SOPs, and network topology.
• Establish and enforce lifecycle management for hardware, software, and licenses.
• Implement and enforce cybersecurity policies, controls, and incident response procedures.
• Administer identity, access, and endpoint security systems (e.g., Azure AD, Intune, Defender, MFA).
• Lead periodic security audits, risk assessments, and compliance reviews (HIPAA, SOC 2, ISO 27001, etc.).
• Develop user awareness and training programs to reduce security risk.
• Oversee the planning, execution, and delivery of IT projects — including infrastructure upgrades, cloud migrations, application rollouts, and process automation.
• Create and maintain project roadmaps, Gantt charts, and milestone reports to track deliverables and dependencies.
• Apply project management methodologies (Agile, Waterfall, or hybrid) to ensure on-time and within-budget completion.
• Define project success metrics and report regularly to leadership on progress, risks, and ROI.
• Coordinate with cross-functional stakeholders (operations, HR, finance, legal, etc.) to ensure technology initiatives meet business needs and adoption targets.
• Oversee helpdesk and IT operations, ensuring response and resolution times meet or exceed KPIs.
• Use dashboards and analytics to monitor ticket volume, uptime, service quality, and user satisfaction.
• Conduct quarterly reviews of team performance metrics, identifying improvement opportunities.
• Drive automation, standardization, and efficiency across recurring support tasks.
• Establish escalation paths and communication protocols for major incidents and outages.
• Manage vendor and MSP relationships, ensuring contracts deliver expected performance and value.
• Act as the primary IT liaison between internal teams, external partners, and executive stakeholders.
• Communicate project status, risks, and dependencies clearly through regular updates and executive summaries.
• Evaluate new technology vendors and platforms through RFPs, demos, and proof-of-concept evaluations.
• Partner with finance and procurement teams to streamline renewals, licensing, and technology spend.

IT Manager

IT Specialist

AVP, Audit Manager – Technology

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IT Specialist

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