IT Manager

at  Taulia

SKILLS, KNOWLEDGE AND EXPERIENCE REQUIRED

• 10+ years of experience in IT support or system administration, with at least 5 years in a management or team lead role.
• Strong hands-on experience with networking, enterprise firewall management (preferably Palo Alto Networks), Windows Servers, Active Directory, OKTA, Google Workspace, and many other cloud SaaS platforms.
• Proven ability to manage a geographically dispersed team, with excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to set and achieve performance goals, utilizing metrics and data analysis to drive improvements.
• Demonstrated experience in automating IT processes and scaling IT teams to meet growing business demands.
• Demonstrated ability to work in a high-pressure environment, with a flexible approach to working hours to meet the demands of a global business.
• Strong problem-solving skills with the ability to think critically and act decisively.
• Experience working in a global company with a diverse workforce and understanding of the challenges related to supporting a 24x7 operation.
  Taulia is an Equal Opportunity Employer - Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

• IT Operations: In collaboration with the Director of Corporate IT, the IT Manager will oversee and improve the company’s IT infrastructure, including networking, firewalls, Windows Servers, Active Directory, OKTA, Google Workspace, and other cloud platforms. As a hands-on technical expert, they will troubleshoot complex issues and ensure minimal downtime to business operations. The role emphasizes maintaining secure, reliable, and scalable IT systems for global operations, adhering to industry compliance standards. This includes audits and compliance activities such as User Access Reviews, SOC,SOX, ISO, and PCI. The IT Manager will also oversee the daily operations of the IT support team, manage system performance, conduct maintenance, and supervise incident response. Additionally, they will manage the IT team’s 24/7 on-call schedule to guarantee uninterrupted platform uptime.
• Automation and Process Improvement: Identify and implement opportunities to automate routine IT processes, reducing manual work while enhancing efficiency and service consistency. The IT Manager will lead automation initiatives, streamline workflows, and improve overall IT operations performance. Continuous assessment of IT processes will ensure they evolve in line with business growth.
• Team Leadership: Lead and mentor a geographically dispersed IT support team across Sofia, London, Salt Lake City, and San Francisco. The IT Manager will foster a collaborative and proactive team culture, setting clear performance expectations and key metrics to maintain productivity and service quality. They will strategically scale the IT team to meet organizational demands and align team structure with business goals. Furthermore, they will provide guidance, development opportunities, and ensure team members are equipped to meet both current and future business needs. Coordination with the Director of Corporate IT will ensure alignment with organizational objectives.
• Performance Management: Develop and implement performance metrics to monitor team efficiency and effectiveness. Regular analysis of performance data will highlight trends, areas for improvement, and ways to enhance service delivery. The IT Manager will report on key metrics, including response times, resolution rates, and customer satisfaction, to senior management. Continuous improvement initiatives will be driven by these metrics, ensuring the team meets or exceeds targets. Project Management: Oversee IT projects from conception to implementation, ensuring initiatives are delivered on time, within scope, and within budget. The IT Manager will work with other departments to assess IT needs and implement solutions that support business growth. They will also manage relationships with external vendors and service providers, ensuring all contracted services meet quality and performance standards.
• Continuous Improvement: Stay informed on the latest IT technology advancements, with a focus on networking, firewall management, and cloud services. Proactively recommend system improvements and maintain thorough documentation of IT processes. Promote best practices across the organization to ensure compliance with security policies and regulatory standards.