Sr. Manager, IT Services

The Manager of Corporate End-User IT Services reports to the CFO and manages the end-user IT infrastructure and corporate information services and related cybersecurity of Allego. The ideal candidate is creative, resourceful, and hands-on, and must be capable of operating under general direction to provide a reliable, secure, flexible, and efficient foundation for Allego business operations.

Scope of role includes end-user, on-premises, and cloud-based hardware, software, and business systems, and related networking, connectivity, security and monitoring. The responsibilities for this position include managing administrative and technical personnel (primarily third-party) to deliver user support, maintain system operation, install new systems, maintain infrastructure security and performance, and maintain data integrity. The Manager will work with business managers and end-users as clients, applications specialists and vendor contacts as partners, and Management as needed to ensure service delivery meets all performance and cost expectations. The Manager is responsible for all aspects of the IT operational infrastructure such as budget planning, cost and asset management, staffing management, maintenance contract management, and disaster recovery.

The Manager is a key member of overall security and risk management governance for the firm.

Responsibilities:

• Manage all aspects of internal IT and IS operations (on-premises and cloud-based), including environmental and security systems, networking and connectivity solutions, corporate information systems (primarily SaaS), and end-user computing environments
• Supervise MSP delivery of full-lifecycle end-user support services, participating hands-on in support activities and/or expediting MSP as necessary to maintain high levels of user satisfaction and productivity
• Maintain asset, license, and support contract management for all corporate hardware, software, and services
• Monitor and control the performance and status of corporate hardware and software systems; provide reporting metrics on service delivery and operational availability; recommend upgrades/enhancements as needed.
• Manage the diagnosis and repair of complex problems and factors affecting system security, performance and reliability
• Monitor and respond to hardware and software alarms using appropriate problem determination tools. Establish procedures for service call placement and escalation
• Supervise and support outside vendors during regular support, installation, maintenance, repair and/or removal of equipment or services
• In partnership with the vendor management team, negotiate and implement vendor contracts and agreements for hardware and software procurement, service and support. Plan and work with vendors and Allego staff to deliver training on infrastructure security applications and other corporate IT services
• Provide project leadership for planning, design, implementation, validation, and support of corporate security and infrastructure projects
• Develop and implement operational standards and procedures, including those for performance, backup, staffing, security, housekeeping functions, and validation
• Maintain data security and integrity, thorough monitored backups, database management, security management, and application auditing
• Participate in external IT and Security auditing, and security incident management
• Direct corporate IS Architecture and Disaster Recovery planning and implementation management
• Formulate and maintain operational budget, including maintenance contracts, and supply ordering
• Other related duties as identified and assigned

Experience You Will Bring

Must thrive working in a fast-paced, innovative environment while remaining flexible, proactive, resourceful and efficient. Excellent interpersonal skills, ability to develop important relationships with key stakeholders, good conflict management and negotiation skills, ability to analyze complex issues to develop relevant and realistic plans, programs and recommendations. Demonstrated ability to translate strategy into action; excellent analytical skills and an ability to communicate complex issues in a simple way and to orchestrate plans to resolve issues and mitigate risks.

• B.S. in Information Systems, Computer Science or related technical field, or equivalent experience
• 5 to 7 years’ experience in systems administration and end-user support; 2 to 3 years’ experience managing IT/IS projects from concept to completion; 1-2 years’ managing support services and data center operations, including budget management
• High degree of technical expertise and extensive knowledge of computer operating systems, server operating system and related applications; high degree of technical expertise and extensive knowledge of computer security systems, and procedures; technically proficient with IP Networking, Network hardware and network security systems
• Able to work independently under general direction. Understands that errors can cause substantial delay, expense and disruption of significant portions of the company operations
• Able to work outside of normal working hours to support remote staff, and ensure system maintenance is performed/supervised without disruption to the business
• Able to work well with a variety of staff members and a diverse user community, especially with senior business management staff
• Strong communications skills - written, verbal, electronic
• Discretion and integrity dealing with confidential matters

XXXX base + XXXX% variable + equity