Manager, IT Solutions Delivery

FULL-TIME

Full-time

1265 Laurel Tree Lane Suite 200 Carlsbad CA 92011

The Manager, IT Solutions Delivery serves as a strategic leader accountable for overseeing and advancing all aspects of technical support operations. This position requires a combination of technical proficiency, leadership, and a commitment to customer satisfaction. The ideal candidate will promote operational excellence, drive innovation, and consistently deliver high-quality IT services support across the organization.

• Build and maintain a high-performance team by recruiting, developing, and mentoring skilled and motivated professionals in a collaborative environment that fosters a culture of excellence, teamwork, innovation, and continuous improvement.
• Delegate tasks effectively by assigning ownership and accountability, promoting individual growth and development.
• Provide clear communication and feedback, regularly conveying expectations, goals, and performance metrics, and offering constructive feedback for individual and team growth.
• Resolve conflicts effectively, fostering a positive and open environment where team members feel comfortable raising concerns and collaborating on solutions.
• Demonstrate strong decision-making skills by analyzing information, weighing options, and making sound decisions that benefit the team and the organization.
• Demonstrate adaptability and resilience by navigating change, unforeseen challenges, and tight deadlines calmly and confidently while maintaining a positive and proactive approach.
• Demonstrate Emotional intelligence through understanding and managing your own emotions and biases and by recognizing and responding appropriately to the emotions of others.
• Support, disseminate, and enforce information security and compliance policies, standards, and guidelines across end-user technologies, processes, and behaviors.
• Train team members to recognize suspicious activity and events and ensure expeditious escalation and resolution of security incidents.
• Evolve the knowledge, technical expertise, and productivity of your staff by documenting problem resolution performed by higher-echelon support and adopting those procedures into core capabilities.
• Develop and implement strategies and plans that align with the organization's IT objectives and business goals.
• Establish and monitor key performance indicators (KPIs) to measure effectiveness, customer satisfaction, and team performance.
• Continuously gather and utilize user feedback to guide improvements.
• Report performance insights and recommendations to management and other key decision-makers.

• Stay informed about emerging technologies, industry trends, and best practices in management to drive innovation and efficiency within the teams.
• Utilize IT service management (ITSM) tools such as JSM, Jira, and Confluence to streamline operations, including ticketing systems, knowledge bases, and self-service portals.
• Proactively identify and resolve potential issues before they impact users by leveraging enterprise diagnostic and monitoring tools like Dynatrace and Q-Radar.
• Work with engineering teams to develop automated escalation and remediation solutions.
• Implement automation and self-service solutions to streamline processes and enable users to resolve issues independently.
• Develop and implement accessible knowledge bases and self-service portals to facilitate easy access to information and support for users.
• Evaluate and implement new tools, technologies, and processes that enhance team capabilities and improve user experience.
• Research and integrate artificial intelligence (AI) and machine learning (ML) tools for automated ticket routing, issue prediction, and chatbots.
• Ensure teams are prepared to support new technologies adopted by the organization.

• Ensure teams deliver timely and effective support to resolve user issues and requests, adhering to SLAs and quality standards.
• Implement and maintain ITIL-based processes for incident management, request fulfillment, problem management, and continuous service improvement.
• Analyze data and statistics to…