Manager of Information Technology- REMOTE

Job DescriptionJob Description

Manager of Information Technology
Job Type: Full-Time
Hours: Days/after hours as needed
Salary: $95-$105K DOE Yearly
Benefits available after 60 Days for full-time employees

About AnswerNet

AnswerNet is a leading provider of customer engagement and contact center solutions across the United States and Canada. With over 31 contact centers and 10,000+ satisfied clients, we handle more than 125 million interactions each year. Our services include telephone answering, appointment setting, customer support, sales, lead qualification, third-party verification, market research, and more.

Summary

Reporting to the Director of IT Infrastructure & Operations, the Manager of Information Technology is responsible for the overall delivery, operation, and maintenance of the organisation's technology services, encompassing infrastructure, end-user support, applications, and security. This role is central to aligning IT strategy with organisational objectives, managing the IT budget, and ensuring the stable, efficient, and secure operation of all IT systems. The Manager of Information Technology will lead a team of technical professionals, guiding them in service delivery, maintaining high levels of operational performance, and driving continuous improvement across the IT function.

Job Duties / Responsibilities / Essential Functions:
○ Manage the day-to-day operations of the IT department, ensuring the reliable and efficient delivery of technology services to all business units.
○ Oversee and manage the organisation’s core IT infrastructure, including on-premise and cloud environments (AWS, Azure, VMware), network systems, and data centers.
○ Direct the IT service desk and end-user support teams, ensuring timely and effective resolution of technical issues and maintaining high user satisfaction.
○ Manage the application portfolio lifecycle, working with business units to ensure software systems are maintained, integrated, and meet organisational needs.
○ Develop, implement, and monitor IT policies and procedures to ensure operational consistency and compliance with internal and regulatory standards (including security protocols).
○ Work with the Director to develop and manage the annual IT operating budget, tracking expenditures and ensuring cost-effective technology investments.
○ Lead efforts in IT planning, project management, and execution of new technology implementations.
○ Ensure the implementation and management of security protocols, administering systems to protect the organisation’s network, systems, and data against threats.
○ Develop, implement, and maintain comprehensive disaster recovery and business continuity plans for all critical IT services.
○ Manage vendor relationships, negotiating contracts, and procuring IT hardware, software, and services.
○ Foster a collaborative work environment, mentoring and developing the IT team to meet organisational and professional goals.
○ Report on the overall health and performance of IT services, identifying risks, and recommending strategic improvements.

Required Knowledge /Skills / Abilities / Qualifications:
○ Proven experience managing a broad range of IT functions, including infrastructure, end-user support, and application systems.
○ Hands-on experience with on-premise infrastructure, cloud platforms (AWS, Azure), and virtualisation technologies (VMware).
○ Proficiency in managing core IT services (server management, Active Directory, DNS, DHCP).
○ Demonstrated experience managing and mentoring technical teams and leading cross-functional projects.
○ Strong financial management skills, including experience with IT budgeting, procurement, and cost control.
○ Excellent communication, interpersonal, and project management skills.
○ Strong understanding of security principles, network architecture, and operational best practices (e.g., ITIL).
○ Familiarity with compliance standards such as PCI, HIPAA, or SOC 2/3.
○ Strong understanding of disaster recovery planning, backup strategies, and business continuity processes.

Certifications:
○ Security certifications (e.g., CISSP, CISM, CompTIA Security+).
○ Cloud certifications (e.g., AWS Certified Solutions Architect, Azure Solutions Architect).
○ VMware Certified Professional (VCP) or similar virtualisation certifications.
○ Experience with configuration management and automation tools.
○ Experience with containerization (Docker, Kubernetes).
○ Familiarity with security tools (Splunk, SIEM solutions).

Education & Certifications:
● Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
● Relevant industry certifications in infrastructure and security (e.g., CISSP, AWS, Azure).
● Three years of related experience