Summary
Description
Position Summary: As the Senior Information Technology Manager for Colorado 811, a 24/7 State-Wide Call Center located in Golden, Colorado, you will be responsible for the successful delivery of all daily department operations and team management, including project management, cloud computing, architecture, security, database, phone, and other technology related areas. You will play a pivotal role in shaping and executing our organization’s technology strategy, ensuring optimal operational efficiency, Cyber Security, and ticket and phone system operations. You will lead team members and contractors responsible for infrastructure, engineering, desktop / website support, telecommunications, application management and development, software/hardware maintenance, database management, and more. You will oversee a variety of 3rd party cybersecurity and other support vendors that supplement the internal team. This role also identifies key business requirements, manages budgets and resources, and initiatives addressing development, implementation, and monitoring of information management, data lines, team/staff training, and other related processes to protect the enterprise and optimize the IT departments and technology performance with minimal downtime. Your ability to effectively function in a fast paced, 24/7 Call Center environment, while collaborating with cross-functional teams and vendors to manage critical IT infrastructure, resources, budgets, and team performance goals is critical to your success.
GENERAL RESPONSIBILITIES:
- Daily Operations Management:
- In concert with IT Director, lead, plan, organize, and manage IT department staff, technology and human resources, external vendors, IT budget/expenditures, project plans, contractual agreements, and all other operational needs in the IT area.
- Manage software development timelines and schedules with vendors, holding them accountable to delivery deadlines, budgets, QA checks, and adherence to contractual terms and requirements.
- Develop and maintain strong relationships with all internal and external stakeholders.
- Align business needs, ticket, and phone system usage with uptime goals, focusing on optimal productivity, system uptime/performance, and process improvement.
- Ensure cost effective services and performance metrics are met by all critical systems, teams, and supporting vendor groups.
- In concert with IT Director, develop and manage annual IT budget proposal, vendor agreements/contracts, and projects within approved fiscal budget limits.
- Set KPIs, monitor team performance goals, mentor, and develop IT department personnel. In concert with senior leadership and HR, manage hiring and disciplinary processes for team members.
- In concert with IT Director, develop and implement the company’s technology strategy to align with all other business objectives and foster innovation.
- Manage periodic external IT performance audit executed by an external audit firm.
- Oversee the implementation and maintenance of IT policies, standards, and procedures to ensure 100% compliance and risk mitigation.
- Manage Cyber Security and engineering work/protocols to safeguard the company’s data and information assets and internet and phone access channels, guaranteeing the security, integrity, and accessibility of data and information assets in multiple locations, in a multi-state data storage environment.
- Cultivate a culture of innovation and continuous improvement, with focus on the integration of emerging technologies and cost efficiencies to optimize business processes.
- Construct and implement plans to install recent technology within budgetary parameters.
- Maintain expert knowledge of IT best practices, policies, and regulations and ensure IT team is fully up-to-date and trained as applicable.
- Create and update procedural and process guides and documents and stay up-to date on industry trends, best practices, and regulatory requirements as applicable.
- Regularly and effectively communicate technology updates or upgrade needs, strategies, and initiatives to IT Director, Senior Leadership, and other stakeholders.
- Act as the primary point of communication between IT and pother business units.
- Establish a continuous improvement mindset for key IT processes in the company focusing on improving the reliability of the company’s IT infrastructure.
- Develop reports, dashboards, and other tools to communicate performance improvement, monitor IT projects/tasks, and reliability managed IT requests in JIRA or other software to meet deliverables and project milestones.
- Infrastructure Management:
- Develop network troubleshooting strategies to help reduce downtime and decrease maintenance costs.
- Develop and implement strategies for the design, deployment, and maintenance of technical infrastructure, and enterprise software applications, including networks, phone systems, servers, ticket entry system, storage systems, and cloud platforms.
- Responsible for management of storage solutions such as Nimble from HPE, ExaGrid, and AWS cloud storage.
- Manage workstation backups via Carbonite and access management systems using Verkada cameras.
- Direct all activities related to proprietary Norfield/Newton Ticket Management Software (Norfield.com) on all Logix Platforms and ensure maximum uptime.
- Manage CRM, enterprise resource planning, cloud analytics, WAN/LAN networks, phone, mobility, endpoint security, and system administration and stability.
- Proficiency in Ubuntu Linux, configuring web servers, load balancers, proxy servers, DNS, DHCP, and supporting remote access tools.
- Ensure high availability, scalability, and security of technical systems to meet business requirements.
- Strong background in hardware management, encompassing switches, WAPS, UPSs, and firewalls.
- Proven experience in software management, Microsoft 365, including robust knowledge of its various components and capabilities.
- Desktop Support Team Leadership:
- Manage daily desktop support flow, JIRA or similar ticketing system tasks, and lead/mentor desktop and website support professionals and contractors.
- Oversee end-user support, troubleshooting, and issue resolution processes and work with end-user to manage deliverables and timelines.
- Monitor networks and hardware via various monitoring platforms to verify validity of alerts and accurately identify customer impact.
- Mobile device/website management external vendor oversight to ensure optimal website uptime and usability.
- Support the IT team as needed to strengthen knowledge of company systems and processes to meet turn-around times.
- Function as a primary resource for aiding and assisting a cross-functional team in other departments.
- Application Development:
- Collaborate with stakeholders to define application / software requirements and cost.
- Develop QA test plans, sandbox testing, prototyping environments as applicable.
- Oversee the development, testing, and deployment of custom applications.
- Preference for directing vendors experience in WordPress, or other website development/hosting environments such as Story Block.
- Prior experience in working with mobile applications teams and 3rd party vendors.
- Supervise applications such as Smartsheet, Dropbox, MS365, CRM, OneDrive, SharePoint, and Five9 and proprietary Ticket Management Platform from Norfield.com.
- CRM Implementation:
- In concert with IT Director and Sr. Leadership lead the implementation, maintenance, and optimization of new AMS/ CRM solutions.
- In concert with IT Director and Sr. Management lead the implementation and maintenance of Marketing Automation Systems. Deliver Marketing Automation that is fully integrated with other infrastructure.
- Ensure seamless integration of AMS/CRM/Marketing Automation with existing systems.
- Database Management and Data Governance:
- Oversight of databases/content, ensuring data integrity, security, and performance.
- Responsible for management of all functionalities of Ticketing System, Phone System data, and ensure full 24/7 uptime and accessibility.
- Define and enforce data governance policies in concert with Business Intelligence.
- Experience with creating complete backup and disaster recovery plans for cloud based and other systems.
- Multi-Factor Authentication (MFA) and Security:
- Implement and maintain MFA solutions to enhance security.
- Cloud Storage:
- Manage AWS and Dropbox or similar cloud storage tools.
- Manage file storage and align with company retention policy.
- Manage OneDrive, Google Drive, Apple iCloud, or similar.
- Monitor frequent data backups and ensure that they are completed on a regular basis.
- Third-Party Cybersecurity Collaboration:
- Collaborate closely with external vendors to enhance our cybersecurity posture.
- Evaluate and implement security solutions, preference for experience in the following:
- Sophos (Endpoint Protection)
- Automox (Patch Management)
- Soteria (Endpoint Monitoring)
- Darktrace (Network Monitoring)
- Barracuda (Email Protection)
- CATO (IDPS, firewall, network segmentation)
- Nessus (Vulnerability Reporting)
- Agile Practices:
- Promote agile methodologies within the IT team.
- Other duties as assigned.
EDUCATION AND EXPERIENCE REQUIREMENTS:
- Bachelor’s degree in computer science, information systems, operations management, Information Technology, Cyber Security, or a related field is required. Master’s Degree preferred.
- A minimum of 10+ years of proven experience as an IT Manager or similar managerial level role in IT operations is required. Call Center experience is preferred.
- A minimum of 8+ years of Information Technology team leadership experience, must include proven experience in leading IT team members in a wide variety of areas such as desktop support, IT operations and infrastructure management, engineering, phone system support, general infrastructure, hardware/software support/servers, cyber security, and more.
- Server technology experience with HPE servers, including DL360 Gen 10 (production) and DL360 Gen 09 (sandbox) preferred.
- Call Center Software experience with oversight of call center platforms such as Vonage, Five9, Avaya Cloud Office, etc., is preferred.
- Professional certifications as appropriate such as Information Technology Infrastructure Library (ITIL) Certification, PMP, Information Systems Audit and Control Association (ISACA) Certification, or CMMC Certification (CCP), CCNA, CISSP, CISM or equivalent work experience is preferred.
- General networking experience with optimizing LAN using HPE Aruba hardware and Wi-Fi with Aruba Airwave.
- Former knowledge managing WAN operations including utilizing CATO's Secure Access Service Edge (SASE) technology and experience implementing and maintaining SD WAN, FWAAS, CASB, and SWG services.
QUALIFICATIONS AND REQUIRED SKILL-SET:
- Working knowledge of management software programs such as JIRA or Zendesk
- Strong troubleshooting and support experience of IT infrastructure is essential.
- Proven ability in IT performance management, team training, and network administration.
- Demonstrated success in driving technology projects, driving digital transformation initiatives, and mentoring teams.
- Above average communication, leadership, and people skills are required. Demonstrated professionalism to include team attitude, customer service orientation, and can-do attitude.
- Advanced knowledge of Five9, Microsoft 365, server maintenance, networks and infrastructure maintenance, cyber security including NIST cyber security framework, database integrity management/oversight, and business applications.
- Proficiency in cloud architecture deployment and management.
- Strong strategic and critical thinking skills with the ability to align technology initiatives with business objectives.
- Mobile Device Management experience and CRM integration/data transfers
- Strong SQL Server experience is a must have.
- Familiarity with tools like Power BI or similar for data visualization and analytics.
WORK ENVIRONMENT
Location: Hybrid (remote and onsite work environment-subject to change without notice). Flexibility to arrive onsite as needed is required. Must be located within reasonable commuting distance to Golden, Colorado.
On-Call / After-Hours Support: This role requires availability outside of standard business hours (including occasional nights and weekends) to support maintenance windows, critical incidents, and business continuity needs without advanced notice. Occasional local and/or instate travel may be required for meetings, vendors, training, or business needs, as directed.
Physical Requirements:
• Ability to spend long hours in front of computer monitors; sitting/standing for prolonged periods.
• Ability to manage physical inventory and lift up to 50 pounds.
• Ability to work in server rooms or other building-or outside based environments may include tight spaces, grass, dust, allergens, and other environmental conditions.
Equal Employment Opportunity (EEO) & ADA Accommodation
Colorado 811 is an equal opportunity employer. We do not and shall not discriminate in employment, recruitment, advertising for employment, compensation, termination, upgrading, promotions, and other conditions of employment on the basis of race, color, religion (creed), sex, sexual orientation, gender identity or expression, age, national origin (ancestry), disability, marital status, military status, or any other status protected by applicable law. Colorado 811 will provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state law. Applicants who need accommodation to participate in the hiring process may contact Human Resources.
Disclaimer: This job description is intended to describe the general nature and level of work performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and requirements. Duties, responsibilities, and activities may change at any time with or without notice, based on business needs.
