IT Manager
Minneapolis, MN (onsite/hybrid)
Full-time/Direct-hire + Benefits
Must be a US Citizen

Position Overview
The IT Manager will oversee daily technology operations and lead a team of IT professionals to deliver reliable technical services and support. This role combines hands-on technical expertise with team leadership to ensure effective IT operations and service delivery.

Key Responsibilities:

1. Operational Management
   • Manage daily IT operations, including help desk, infrastructure, and applications
   • Monitor system performance using tools like SolarWinds, Nagios, or Datadog (We use PRTG currently in a limited capacity)
   • Implement and maintain IT policies aligned with ISO 27001 and ITIL frameworks
   • Coordinate IT support across multiple technology stacks
   • Manage system access following Zero Trust security principles
   • Ensure compliance with SOC 2, GDPR, and other relevant standards
2. Technical Implementation
   • Manage hybrid infrastructure including on-premises and cloud environments
   • Oversee network infrastructure (LAN/WAN, VPN, SD-WAN)
   • Maintain virtualization platforms (VMware, Hyper-V)
   • Manage cloud services in AWS, Azure, or GCP environments
   • Implement container orchestration using Kubernetes/Docker
   • Ensure proper backup solutions (Veeam, Commvault, cloud-native tools)
   • Oversee identity management systems (Active Directory, Azure AD, Okta Radius)
   • Maintain email and collaboration platforms (Microsoft 365, Google Workspace)
   • Configure and maintain firewalls (Palo Alto, Fortinet, Cisco)
   • Implement EDR solutions (CrowdStrike, SentinelOne, Carbon Black FortiEDR)
3. Infrastructure Standards
   • Implement infrastructure as code using tools like Terraform or Ansible
   • Maintain CI/CD pipelines for infrastructure deployment
   • Ensure 99.9% uptime for critical systems
   • Implement N+1 redundancy for critical infrastructure
   • Maintain RPO of 4 hours and RTO of 2 hours for critical systems
   • Follow NIST frameworks for security implementation
   • Ensure PCI DSS compliance for payment systems
   • Maintain SOC 2 Type II controls
4. Service Management
   • Implement ITIL v4 practices across IT operations
   • Maintain service catalog and configuration management database (CMDB) (We currently use Lansweeper and spreadsheets)
   • Ensure incident response times meet SLAs
   • Manage change control processes following ITIL standards
   • Oversee problem management and root cause analysis
5. Team Leadership
   • Supervise and mentor IT support staff and system administrators
   • Manage work assignments through ServiceNow or Jira
   • Provide technical training on new technologies and systems
   • Conduct performance reviews and guide professional development
   • Foster a customer-service oriented team culture
   • Implement KPIs for team performance measurement

Qualifications:

1. Required Technical Skills
   • Expert knowledge of Windows Server 2016-2022 administration
   • Linux system administration (RHEL, Ubuntu)
   • Network protocols and services (TCP/IP, DNS, DHCP, SMTP)
   • Virtualization technologies (VMware vSphere, Hyper-V)
   • Cloud platforms (AWS, Azure, or GCP)
   • Network security and firewall management
   • Infrastructure monitoring and alerting systems
   • PowerShell and bash scripting
   • SQL database administration
   • VoIP and unified communications systems
2. Required Certifications (at least two of):
   • ITIL v4 Foundation
   • Microsoft Certified: Azure Administrator Associate
   • AWS Certified Solutions Architect
   • Cisco CCNA/CCNP
   • CompTIA Security+ (A+ is good in combination)
   • VMware VCP-DCV
   • Project Management Professional (PMP)
   • Redhat Certified Admin/Engineer (RHCA/RHCE)
   • Microsoft Certified System Admin/Engineer (MCSA/MCSE)
3. Preferred Skills:
   • Experience with containerization (Docker, Kubernetes)
   • Infrastructure as Code (Terraform, CloudFormation)
   • Configuration management (Ansible, Chef, Puppet)
   • Public key infrastructure (PKI) management
   • SD-WAN implementation and management
   • Network automation
   • Python or other programming languages
   • ServiceNow administration
   • Business continuity planning
   • SIEM platforms (Splunk, ELK Stack)

Technical Environment Oversight
• Network Infrastructure:
- Cisco/Meraki Fortinet networking equipment
- Palo Alto/Fortinet firewalls
- Load balancers (F5, Citrix) (Nothing currently implemented)
- SD-WAN solutions
• Server Infrastructure:
- Windows Server environments
- Linux servers (RHEL, Ubuntu)
- VMware vSphere clusters
- Storage systems (SAN/NAS)
• Cloud Services:
- IaaS platforms (AWS, Azure, GCP)
- SaaS applications
- Hybrid cloud connectivity
• Security Systems:
- EDR/XDR solutions
- SIEM platforms
- IAM systems
- SSL/TLS certificate management

Success Metrics:
• System availability (99.9% uptime)
• Mean Time to Resolution (MTTR) targets:
- Critical incidents: < 1 hour
- Major incidents: < 4 hours
• Security patch compliance (98% within SLA)
• Backup success rate (99.9%)
• First-call resolution rate (>70%)
• Customer satisfaction (CSAT >4.5/5)
• Project delivery (90% on-time)
• Budget variance (<5%)

Working Conditions:
• On-call rotation for after-hours support
• Hybrid work environment
• Some evening/weekend work required for maintenance windows
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