• Provide coaching, feedback, and growth opportunities for the Help Desk Manager and IT Systems Manager.
• Lead by example in documentation discipline, customer service, and continuous improvement.
• Support IT’s succession planning and ensure that institutional knowledge is retained and shared.
• Contribute to staff performance evaluations and training recommendations.
• Ensure functional teams are regularly reviewing and updating IT policies under their purview.
• Establish and oversee adherence to change management protocols for IT operational systems and services.

 Vendor Management

•  Own strategic vendor relationships for infrastructure, cloud services, networking, and security solutions.
• Lead contract renewals, Service Level Agreement (SLA) evaluations, and quarterly vendor performance reviews.
• Collaborate closely with the IT Systems Manager and the Microsoft 365 (M365) Administrator, who maintain day-to-day technical coordination with vendors.
• Escalate vendor issues as needed and ensure alignment with organizational requirements.

Technology Strategy

•  Actively participate in IT strategy development, roadmap planning, and organizational technology assessments.
• Represent the IT Operations branch in department-wide planning and coordination efforts.
• Identify and recommend new tools, platforms, and practices to improve efficiency and reduce risk.
• Support project resource planning by coordinating availability and workload across direct reports.

Safety

•  Adhere to all company IT security policies and immediately report any security incidents to the supervisor
• Proactively identify and report unsafe conditions within IT systems or operations, recommending corrective actions
•  Lead by example in practicing safe IT operations and adhering to company safety policies

 

Supervisory Responsibilities

 Direct: Help Desk Manager, IT Systems Administrator

  Qualifications

(bolded font denotes an essential qualification of the position)

 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: Required: Equivalent to a High School diploma, Preferred: Associate’s or Bachelor’s degree in Information Technology, Business, or a related field.

Experience: 3-5 years of IT experience in an infrastructure, systems, or technical support with increasing leadership responsibilities

·        Demonstrated ability to mentor and develop technical staff, with a proven track record of contributing to team growth and organizational knowledge. Broad exposure to infrastructure, cloud services, networking, and security operations.

Language Skills: Ability to read, write, speak, and understand English in a manner that is sufficient for effective communication with groups of managers, clients, customers and the general public

Skills and Abilities:       

(May be representative but not all-inclusive of those commonly associated with the position)

 Strong leadership, communication, and organizational skills.

• Familiarity with IT support frameworks, infrastructure environments, and vendor management best practices.
• Ability to prioritize and manage across multiple operational areas while maintaining attention to detail.

Technology, Tools, and Equipment:

• Ticketing and IT Service Management tools (ITSM) tools (e.g., iSupport), Microsoft 365, Teams, Excel, Power BI
• Knowledge of network and cloud platforms, asset management systems, and security solutions

 Certifications, Licenses, and/or Registrations:

• Advanced certifications consistent with the Wallis Tech Level Matrix (e.g., Microsoft, CompTIA, cloud, networking, or security credentials).
• Certifications are weighted within the Tech Level Matrix (difficulty, time, and relevance) and contribute to advancement.
• Preferred examples include IT Infrastructure Library (ITIL) Foundation, CompTIA Security+/Net+, Microsoft Azure (AZ-900, AZ-500, AZ-700), or equivalent certifications.
• Equivalent combinations of certifications, years of service, and applied expertise may be considered in line with Tech Level thresholds.
• Valid driver’s license required

 

PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Amount of Time	None	Under 1/3	1/3 To 2/3	Over 2/3	Amount of Time	None	Under 1/3	1/3 To 2/3	Over 2/3
See:  Must be able to read computer screen and reports.				X	Lifting
Stand/Walk: Occasional visits to other locations in the building.			X		Up to 10 pounds:				X
Sit: Must be able to perform work at desk, computer, etc.				X	Up to 25 pounds			X
Touch/Grasp/Feel: Must be able to input electronic data, manipulate paper,  use phone system				X	Up to 50 pounds		X
Climb or balance:		X			Up to 100 pounds	X
Stoop, kneel or crawl:		X			Over 100 pounds	X
Talk or hear: Must be able to communicate in person and on telephone system				X
Working conditions:  Office atmosphere				X

 

Disclaimer:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws.  Wallis Companies reserves the right to make changes to job descriptions as needed with or without notice to affected employees.  Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.  This job description does not establish a contract for employment..