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. Oversees the Desk Side Support IT Operations for the Project office and all related site offices. Manages all the IT staff for the Program, providing technical solutions and procedural guidance as required.
• Efficiently and effectively manages available resources to support all the Project site offices. Has succession plans in place and makes necessary rotations within the team to support the sites during PTOs/PTIs of deskside support technicians and System Specialists.
• Provides technical guidance, establishes priorities, schedules work as necessary to ensure consistent and timely support for end users. Identifies bottlenecks in delivering required support and makes necessary improvements and/or enhancements to processes and procedures to achieve the same.
• Manages end user expectations in terms of support and services provided. Liaises and represents Project Office when coordinating with the U.S. teams for resolving issues. Ensures all services offered to the project are appropriately supported by the respective subject matter experts. Bridges any known gaps with appropriate training, coaching and ensuring the necessary credentials and permissions are available.
• Ensures 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. Guides and educates the end users and/or the Desk Side support team during uncertainties and conflicts.
• Ensures team follows established Standard Operating Procedures (SOPs) and/or establishes standard practices.

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

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