Virtual IT Manager (vITM)

The virtual IT Manager (vITM) is a hybrid role (remote from home and onsite at client locations) responsible for proactively managing a specific set of centrexIT clients’ IT ecosystems. As the primary escalation point with centrexIT for the client, the vITM is responsible for ensuring centrexIT delivers a best-in-class customer experience and meeting the needs and requirements of the client at a technical level. In collaboration with the Virtual Chief Information Officer (vCIO) the vITM’s help guide the client’s technical roadmap assisting with client initiatives, aligning the clients’ with centrexIT standards, and providing detailed documentation on the clients’ environment to the centrexIT team. The vITM is a client facing position and requires a customer focused individual with the ability to provide excellent customer service both remotely and in-person. A successful vITM will maintain a polite, friendly, and helpful demeanor at all  times and operate with a sense of urgency.

ROLES AND RESPONSIBILITES (Include the following but are not limited to)

• The vITM is to be the primary technical account representative to assigned clients.   
• Assist other centrexIT departments with paths of escalation and resolution when needed. 
• Complete regularly scheduled meetings with client points of contact and decision makers. 
• Manage ongoing client IT initiatives and ensure they are in line with technical strategy. 
• Make pre-scheduled onsite visits to customer sites. 
• Complete a technical alignment assessment and audit for each client yearly. 
• Complete security and system health audits quarterly. 
• Complete user audit monthly. 
• Act as the project liaison between the client and centrexIT project team. 
• Act as the subject matter expert for all client Primary Business Applications (PBAs). 
• Work with client vCIO (virtual Chief Information Officer) to identify needed initiatives, technical deficiencies, and develop client long term technical strategy. 
• Ensure detailed up to date client documentation is available to all centrexIT teams including but not limited to user onboarding, user offboarding, new PC provisioning, Primary Business Applications, and clients core services and interdependencies.  
• Keep and improve client documentation, processes, & training to enhance client experience and ensure all needed documentation is available to all centrexIT teams. 
• Lead the CAPA process for all client incidents and problems to prevent future incidents. 
• Provide client quarterly evidence of system restores in accordance with Backup SOP. 
• Act as the liaison and escalation point between clients and centrexIT Teams.
• Review client incidents and metrics to identify reoccurring problems with the goal of reducing ticket volume, preventing future incidents, and guiding projects and strategic roadmaps. 
• Report ticket counts, metrics, and status to clients on an as needed basis. 
• With the help of Project Team and Project Manager, onboard newly assigned clients and provide training to centrexIT team regarding new client infrastructure and support needs. 
• In conjunction with vCIO, provide strategic technical guidance and planning to clients and clients’ 3rd party vendors. 
• Work with clients to manage 3rd party technical vendors and licensing. 
• Manage applicable support agreements and warranty renewals.
• Ensure all critical systems are monitored and alert thresholds meet client requirements. 
• Responsible for client’s asset and inventory management and proactively works with service desk team to ensure clients inventories are updated.
• Responsible for client equipment/software life cycle management. 
• Learning new technologies, procedures, and solutions as required.
• Documents all time using centrexIT’s ITSM while following defined standards and processes for entering time, communicating with clients, and updating tickets. 
• May at times serve as an offboarding resource by executing and completing standardized offboarding tasks.
• Operates within a change enablement process, creating, approving, and executing changes. 
• Identifies and declares breakdowns within systems and processes.
• Communicate openly and authentically with internal team and clients to ensure breakdowns are acknowledged and addressed in a timely manner and works towards a shared outcome ensuring the best possible user experience.
• Develops and maintains excellent team member and client relationships.
• Communicates with client as required; keeping them informed of project progress, notifying them of impending changes or agreed outages, and following up as necessary or as process defines.
• Respond promptly and professionally with clients and fellow team members, keeping commitments or resetting expectations when necessary.
• Performs other duties as assigned.

STANDARDS FOR SUCCESS

• Accounts for 100% of time worked by documenting in centrexIT ITSM.
• Timely response to concerns and breakdowns internally and with clients.
• Regular technical alignment meetings with clients per agreement and client need. 
• 98% client satisfaction rating from clients with a 20% rate of return. 
• Documentation is audited and updated 100% for each client yearly. 
• All client audits are completed accurately and on time.  
• Successfully ensure client initiatives are completed on time and on budget. 
• Ensure client project satisfaction for each completed project.
• Ensure clients’ tickets are being responded to, resolved, and followed up on within CIT standards.
• Reduction of client reactive hours each month through technical alignment, documentation improvements, projects, or other ancillary improvements.

• Ability to advocate for clients IT security and system stability.
• Extensive knowledge of Microsoft ecosystem, including Windows Server (2016, 2019, 2022), Windows desktop operating systems (10, 11), and Microsoft 365 services such as      Exchange Online, SharePoint Online, OneDrive, Teams, and security/compliance features. 
• Comprehensive knowledge and experience in Azure fundamentals, encompassing subscription and resource group management, governance and compliance best practices, identity and access management (Azure AD), virtual networking, compute      services (VMs, App Services), storage solutions, and container      orchestration (AKS).
• Proven in-depth knowledge and understanding of information technology systems and strategy, information technology security as well as advanced network administration, server virtualization (VMware), Cisco/Meraki controllers, switches, access points, firewalls, and VoIP phone systems.
• Understanding of ITSM and ITIL.
• Disaster recovery and business continuity planning, including data backup and verification testing. Experience with backup and restore systems such as VEEAM.
• Extensive understanding of common primary business applications and systems in a corporate environment. 
• Self-motivated with the ability to manage time well.
• Strong documentation skills and attention to detail.
• Strong soft skills; good communication, interpersonal, leadership, problem solving, teamwork, and work ethic.
• Must be comfortable working in a fast-paced environment with the ability to manage shifting priorities.
• Ability to remain calm in stressful situations.
• Embodies centrexIT’s core values of “Do IT with C.L.A.S.S.” (Care, Leadership, Accountability, Service, and Speed).
• Must reside within reasonable driving distance (<40 miles) of centrexIT headquarters (12232 Thatcher Court, Poway, CA 92064).
• Required to travel onsite to clients’ offices or for other business needs up to 45% of the time. 
• Ability to travel onsite to clients’ offices or for other business needs within Southern California using personal vehicle.
• May at times be required to fly to clients' offices or for other business needs located outside of Southern California.
• Ability to work remotely from home 55% of the time. 

EDUCATION AND EXPERIENCE

• BS Degree (Computer Science, Information Systems, or related field preferred), equivalent work experience may be considered.
• IT industry certifications from Microsoft, Cisco, and VMware preferred. MS-102: Microsoft 365 Administrator, and AZ-104 Microsoft Azure Administrator preferred.
• CompTIA A+/N+ preferred.
• 5 to 10 years of relevant experience.
• Previous experience working with or for an MSP preferred.
• Previous experience with ITSM ticketing system(s).
• ITIL Foundation preferred.