IT Infrastructure Manager

SPECIFIC RESPONSIBILITIES:

Manages and provides direction to one or more work units.

Supervises several Desk Side Support Technicians that provide direct technical IT support to end users or clients, including standard hardware and software installations, preventive maintenance, repairs, troubleshooting, upgrades, and enhancements to personal computers, workstations, software, hardware, peripherals, and associated products. Oversee the Desk Side Support IT Operations for the Project office and all related site offices. Manage all the IT staff for the Program providing technical solutions and procedural guidance as required.

Efficiently and effectively manage available resources to support all the Project site offices. Have succession plans in place and make necessary rotations within the team to support the sites during PTOs/PTIs of desk side support technicians and System Specialists.

Provide technical guidance, establish priorities, and work schedules as necessary to ensure consistent and timely support for end users. Identify bottlenecks in delivering required support and make necessary improvements and/or enhancements to processes/procedures to achieve the same.

Manage end user expectations in terms of support and services provided. Liaise and represent the Project Office when coordinating with the US teams for resolving issues. Ensure all services offered to the project are appropriately supported by the respective subject matter experts. Bridge any known gaps with appropriate training, coaching, and having the necessary credentials/permissions available.

Ensure that Parsons IT policies, procedures, and standards are followed at the end user level and that the Desk Side support team understands and implements the same. Guide and educate the end users and/or the Desk Side support team during uncertainties and conflicts.

Ensure the team follows established Standard Operating Procedures (SOPs) and/or establish standards.

PREFERRED EDUCATION/EXPERIENCE:

4-year degree in Computer Science (or related curriculum) and at least 10 years in the IT Infrastructure field, Applications with 5+ years in a leadership role on a project (or an equivalent combination of work experience and education).
A minimum of 3 years of experience in Desk-Side Support is a MUST.
Knowledge of CADD software installation and configurations.
Knowledge of Project Control Systems is a plus.

Recommended Certifications:

Microsoft MCSE or MCSD (Solutions) or MCPD (Professional) or MCITP.
CCNA is required.
PMI (PMP) (Preferred).
ITIL all middle management.