"Alerted.org

Job Description

The Senior Manager – Systems Administration & Support Services is responsible for overseeing the design, implementation, maintenance, and support of the organization’s IT infrastructure and end-user support services. This role ensures optimal performance, security, and reliability of systems and services while leading a team of system administrators, IT support specialists, and engineers.

Essential Functions:

•Lead, mentor, and develop a high-performing team of systems administrators and IT support staff.

•Establish performance goals, conduct evaluations, and implement professional development plans.

•Manage resource allocation, including staff scheduling, project assignments, and ticket/workload distribution.

•Oversee administration of servers (Windows/Linux), storage, virtualization (VMware/Hyper-V), and cloud infrastructure (Azure, AWS).

•Ensure effective configuration, maintenance, and monitoring of critical systems.

•Maintain system documentation, disaster recovery plans, and configuration management processes.

•Oversee IT support operations, ensuring timely resolution of incidents and service requests.

•Implement ITIL-based processes for service management, including incident, problem, and change management.

•Responsible for overseeing and coordinating after-hours support for critical incidents or system issues to minimize downtime and maintain business continuity. This may involve participation in an on-call rotation and the management of after-hours support personnel or escalation procedures to swiftly address and resolve urgent technical problems.

•Develop KPIs and service level agreements (SLAs) for the support team and monitor performance.

•Assist in the development and execution of IT strategy and roadmap aligned with business goals.

•Create and manage budgets for systems and support operations, including hardware/software procurement.

•Prepare reports and presentations for executive leadership and stakeholders.

•Ensuring system and support activities comply with internal policies and external regulations (e.g., HIPAA, SOC 2, NIST).

•Work with security teams on vulnerability management, access control, and auditing.

•Participate in business continuity and risk management planning.

•Work closely with business units to understand and support their technical needs.

•Act as a liaison between infrastructure, security, applications, and user services teams.

•Lead vendor and contract management for systems and support services.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

•8+ years of progressive experience in IT infrastructure, systems administration, and support

•2+ years of experience managing teams

•Strong knowledge of systems administration, infrastructure, and IT support services.

•Experience managing hybrid on-prem/cloud environments

•Familiarity with ITSM platforms and ITIL framework.

•Excellent leadership, communication, and project management skills.

Required Education:

•Bachelor’s degree in computer science, Information Technology