Information Technology Manager
Job in
Torrance, Los Angeles County, California, 90504, USA
Listed on 2026-06-13
Listing for:
Tang+Company
Full Time
position Listed on 2026-06-13
Job specializations:
-
IT/Tech
IT Support, IT Project Manager, Systems Administrator, IT Consultant
Job Description & How to Apply Below
Key Responsibilities IT Operations & End-User Support
- Oversee and actively participate in Tier 1–3 support
- Own and optimize Incident Management and Service Request Management processes
- Manage IT ticket queues with clear prioritization, SLAs, and escalation paths
- Improve key metrics such as First Call Resolution (FCR) and Mean Time to Resolution (MTTR)
- Ensure consistent use and maintenance of the IT knowledge base
- Act as process owner or lead contributor for:
- Problem Management (root cause & trend analysis)
- Change Enablement (Change Management)
- Ensure proper incident categorization, prioritization, and closure quality
- Lead Problem Management reviews to eliminate recurring issues
- Define, track, and report on IT service metrics and KPIs
- Identify trends and proactively reduce incident volume
- Lead, mentor, and develop IT support staff
- Train team members on ITIL best practices and service delivery standards
- Promote structured ticket handling, documentation, and escalation discipline
- Develop and maintain a Service Catalog with defined SLAs
- Manage IT asset lifecycle and CMDB (Configuration Management Database)
- Ensure vendor services align with internal SLAs and OLAs
- 7–10+ years of IT experience with strong hands‑on technical background
- 2–5 years of leadership or supervisory experience
- Proven experience working within or implementing ITIL-based environments
- Strong technical expertise in:
- Endpoint management (Intune, GPO, patching)
- Networking (VPNs, firewalls, routing, Wi‑Fi)
- Backup and disaster recovery
- Experience with automation/scripting (Power Shell)
- Experience managing SLAs, ticket queues, and escalations
- ITIL Foundation certification (v4 preferred); advanced certifications a plus
- Experience in regulated environments (e.g., healthcare)
- Familiarity with compliance frameworks (ISO 27001, SOC 2, HIPAA)
- Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or related field
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