IT Manager

Main Purpose of the Job:

The Costa Rica IT Manager – IT Operations is a pivotal role that bridges the gap between information technology and business objectives by overseeing the IT operations of a geographically dispersed team and aligning technological resources with Viant’s goal to maximize efficiency and productivity. The IT Manager’s leadership is crucial in coordinating, planning, and leading IT activities carried out by the IT site administrators. This position includes managing projects, continuous improvement and partnership with Viant leadership teams. The IT Manager – IT Operations plays a key role in steering the IT department to meet future challenges. The ideal candidate must have a strong technical background.

Key Responsibilities and Duties:

• Exemplify the Viant values of Be Agile, Team Work, Servant Leadership, Own it, Customer Oriented and Integrity.
• Provide after-hours support when required to support team members and business operations.
• Foster a collaborative and high-performing team culture. Provide guidance, mentorship, and support to team members, enabling their professional growth.
• Provide technical expertise, guidance and support to team members in troubleshooting complex issues.
• Identify problematic areas and lead innovative activities that contribute to the development and implementation of IT best standard and best practices.
• Conduct regular audits to manage hardware and software inventory level for optimal utilization of IT assets.

• Oversee and coordinate with support teams for issue resolution activities to incident and service requests, ensuring service level agreements are met.
• Monitor and analyze service desk metrics and performance indicators, generating reports and identifying trends in service desk to improve efficiency by creating incident response plans.
• Establish and maintain vendor relations and contracts.
• Develop, update and maintain IT procedures, KBs and policy documentation.
• Contribute to the design, planning and implementation of IT strategies, services, infrastructure and systems.
• Active member in security incident response team, IT security committee, and change control board.
• Evaluate business requests and needs by partnering with key stakeholders to provide technical guidance and solutions.
• Lead planning and execution of multiple projects, ensuring adherence to timelines, budget, and scope. Ability to define project goals, objectives, deliverables and establish clear communication channels with all stakeholders.
• Manage IT staff by recruiting, training and coaching, communicating job expectations, and appraising their performance.
• Maintain knowledge of Viant corporate IT policies and Viant privacy policies.
• ​Report any security incident or suspected security incident to the Viant Security Incident Response Team.
• All other duties as assigned.

POSITION REQUIREMENTS:

Knowledge/Education:

• Bachelor’s Degree in Computer Science/Information Systems or related field is required

Job Experience:

• 7+ years of system administrator experience required

• 7+ years in medical manufacturing environment required
• 8+ years of proven experience in IT management or similar role
• 3+ years of managing a team remotely

Skills/Competencies:

• Strong communication skills, both written and verbal, with the ability to collaborate and interact with stakeholders at all levels.
• Proven record of creative problem solving, leading change, and the desire to build new processes.
• Ability to work effectively in a fast-paced team environment, handling multiple priorities at once in a dynamic environment.
• Take the “big picture” into account.
• Must be self-directed, ability to delegate tasks and responsibilities to appropriate team members.
• Pro-active in identifying trends and potential issues with a proposed solution.
• Excellent leadership capabilities, strong judgement, and the ability to work effectively with and influence team members, management and external groups.
• Ability to influence and encourage team members, promoting accountability and investment in their career growth.
• Understanding of networking concepts/protocols, VMware, cybersecurity fundamentals, backup solutions, and system/user administration.
• Expert knowledge of IT operating systems, Microsoft applications and automation tools.
• Expertise in Office 365 and Entra administration
• In-depth knowledge of Endpoint Central, service desk ZOHO analytics – Preferred
• Must have experience working from home with designed work area and high-speed internet connection

Travel:

• Up to 25% of the time or as needed

Physical Requirements:

• Long periods of time working on a computer, using hands and fingers extensively
• Able to lift 15 pounds, bending, lifting on occasion