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Description

OVERVIEW:

The Information Technology team provides outstanding information technology to fellow employees so they can best serve our customers.

The IT Infrastructure Manager works collaboratively with the Engineering, Cybersecurity, & Networking team to ensure exceptional customer service, encourage professional growth of team members, and optimize processes and infrastructure services for efficiency and quality.

The IT Infrastructure Manager will join the IT Leadership Team to provide accountability for the responsibilities of the role and to help with the technology strategy. For example, the manager will provide input on SLA, staff levels, budget, and Technology Roadmap that aligns with Encore’s business strategy.

**Compensation for this Role:** $150,000 - $175,000 Annually, Depending on Experience

_This is a full-time office based position in Lakewood, CO_

General Responsibilities:

+ Maintain open communication lines with all working relationships

+ Follow up to ensure items for which the job is accountable are performed

+ Earn and maintain customer’s trust

+ Uphold the core values of the organization

+ Work well with others to accomplish the mission of the organization and of the job

Specific Responsibilities:

Mission of the Role

+ Infrastructure Services: To ensure the stability, scalability, and security of the organization's IT infrastructure by leading the design, implementation, and maintenance of systems and networks that support business operations 24/7

+ Team Mentor: Collaboratively develop and mentor a team of IT engineers, fostering a collaborative and supportive environment that encourages professional growth, knowledge sharing, and a proactive approach to problem-solving

+ Process Optimizer: Continuously and collaboratively improve and secure the infrastructure processes and workflows, minimize downtime, and ensure compliance with industry standards and best practices Cybersecurity: Help ensure that Encore complies with our Cybersecurity policy goals to protect what matters most to Encore and comply with our customer’s contract requirements

Key Processes

+ Job Site Engineering: Identify and design technology needs before construction jobs mobilize at the job site.

+ Cybersecurity: Support and mature measures to protect Encore’s IT infrastructure from threats and vulnerabilities, such as:

+ Phishing

+ Firewalls

+ Network access control

+ Antivirus

+ End-Point protection

+ Infrastructure Management: Ensure the efficient and effective operation of Encore’s IT environment

+ Virtual & physical servers

+ Backups

+ Networks

+ Storage

General

+ Set written and measurable expectations for each member of the team

+ Analyze infrastructure incident data to identify trends, areas for improvement, provide root cause analysis, and conduct

+ Maintain inventory of hardware and software for issue resolution

+ Coordinate with IT suppliers to resolve issues outside the scope of the help desk

+ Ensure compliance with information security and company policies

+ Other duties as may be assigned

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge of:

+ CoBIT processes: asset & configuration management, change & release, incident & problem management

+ Collaboration & Documentation: Ability to create and maintain technical documentation and contribute to knowledge base articles

+ ITIL Framework Familiarity: Understanding of ITIL principles and service lifecycle management

+ Lifecycle to improve processes

+ Shift-left Service Desk Strategy

+ Change management concepts to help teammates adopt process improvements

+ Azure (Entra ID)

+ Azure DevOps

+ Cisco Nexus

+ Dell Servers

+ Fortinet

+ HPe Storage

+ Microsoft

+ Veeam

+ VMware

+ Zendesk

Skill in:

+ Leadership and team management: Experience in leading a team, providing guidance, and fostering a collaborative environment.

+ Customer service orientation: Strong focus on providing excellent infrastructure services to users and resolving their issues promptly.

+ Process improvement: Leads initiatives to continuously improve IT infrastructure processes, identifying inefficiencies and implementing solutions to enhance service delivery and operational efficiency

+ Listening skills: Demonstrates excellent listening skills to accurately understand and address the concerns and needs of both team members and end-users, ensuring effective and empathetic support.

+ Effective communication: Ability to explain technical issues in a clear and understandable manner to non-technical staff.

+ Interpersonal skills: Building positive relationships with team members and other departments.

+ Time management: Efficiently managing multiple tasks and prioritizing them based on urgency.

+ Documentation and reporting: Keeping detailed records of issues, resolutions, and IT assets.

+ Proficiency in IT systems and software: Familiarity with various operating systems, network configurations, and common software applications.

+ Troubleshooting and problem-solving: Ability to diagnose and resolve hardware and software issues efficiently.

+ Knowledge of IT security: Understanding of cybersecurity principles and practices to protect company data.

Ability to:

+ Analytical Thinking: Ability to analyze complex technical issues and develop effective solutions.

+ Decision-Making: Capable of making informed decisions quickly in high-pressure situations.

+ Attention to Detail: Keen eye for detail to ensure accuracy in troubleshooting and documentation.

+ Adaptability: Ability to adapt to rapidly changing technology and work environments.

+ Conflict Resolution: Skilled in resolving conflicts within the team and with end-users in a professional manner.

+ Training and Development: Ability to train and mentor team members, fostering their professional growth.

+ Strategic Planning: Capable of contributing strategic plans to improve IT support services.

PHYSICAL REQUIREMENTS:

+ Driving

+ Sitting

+ Climbing

+ Lifting (up to 50 lbs)

+ Standing

+ Stooping

+ Vision acuity (near and far)

+ Walking

REQUIREMENTS:

The IT Infrastructure Manager requires a bachelor’s degree in Information Technology, Computer Science, or a related field, and a minimum of five years’ experience in IT infrastructure leadership. Proficiency in network management and administration, experience with cloud services and virtualization technologies, and familiarity with cybersecurity principals and practices is required. Strong problem-solving and analytical skills, and excellent communication and teamwork abilities is a must.

Benefits:

+ Encore Electric provides excellent benefits for our employees, including: **medical, dental, and vision plans, disability, and life insurance, employee-matched 401(k), paid time off (PTO), an employee assistance program that includes counseling, legal, and financial advice.**

+ Encore also provides a generous employee referral program, and access to technical, safety, personal finance, and leadership training through Encore University, Encore’s in house training program.

+ This position is eligible for a cell phone allowance and the short-term incentive program.

Applications will close for this position once it's been filled.

**NO THIRD PARTY AGENCY RESUMES OR CALLS PLEASE**

_To request an accommodation during the application process, please contact_ [email protected] _._

Encore Electric, Inc. is an EOE, including disability/vets.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.