Information Technology Services Manager

Position Summary

The Information Technology Services Manager is responsible for overseeing and managing the day-to-day IT support operations for SSS customer locations throughout Southern California and Northern California.

This position provides operational leadership, personnel management, customer relationship management, and oversight of IT service delivery across multiple customer locations. The manager is responsible for ensuring that technical support teams maintain consistent service levels, respond effectively to customer needs, and meet established operational expectations.

This is a hands-on, working management position. The individual will dedicate approximately 80% of their time to management and operational responsibilities and 20% to direct technical support as a backup or fill-in technician when necessary. The manager must maintain the technical knowledge and practical skills required to assist field technicians, address escalated technical issues, and provide additional coverage during staffing shortages, increased workloads, or critical customer situations.

The successful candidate must possess strong leadership and organizational skills, extensive IT support experience, and the ability to balance management responsibilities with hands-on technical involvement.

Responsibilities

IT Operations and Management (80%)

· Oversee day-to-day IT support operations across assigned customer locations throughout Southern California and Northern California.

· Manage, supervise, and provide leadership to IT Field Support Managers located at customer supported locations.

· Ensure adequate staffing, scheduling, resource allocation, and technical coverage across all assigned locations.

· Supervise and coordinate personnel supporting customer environments operating on a 24/7 basis.

· Monitor service desk performance, ticket resolution, response times, and customer satisfaction.

· Establish and maintain consistent operational standards, procedures, and expectations across customer locations.

· Conduct regular site visits to evaluate operations, meet with customer representatives, and provide direct oversight of personnel.

· Identify operational challenges and implement improvements to service delivery, productivity, and efficiency.

· Coordinate employee schedules, after-hours support, vacation coverage, and emergency staffing requirements in support of Field Support Managers.

· Participate in employee performance evaluations, coaching, training, and professional development.

· Maintain strong working relationships with customers, vendors, internal management, and technical personnel.

· Communicate operational issues, staffing concerns, customer requirements, and service performance to SSS management.

· Identify opportunities to improve existing services, expand customer relationships, and introduce additional technology solutions.

· Ensure compliance with corporate IT policies, customer requirements, and workplace safety procedures.

Hands-On Technical Support and Field Operations (20%)

Although primarily responsible for management and operational oversight, the Information Technology Services Manager must remain technically capable and available to provide direct technical support when required.

· Serve as a backup or fill-in technician when assigned technicians are unavailable or additional technical coverage is necessary.

· Provide hands-on technical assistance during periods of increased workload, staffing shortages, or critical customer support situations.

· Assist with troubleshooting and resolution of complex technical issues escalated by field technicians.

· Provide technical guidance, mentoring, and assistance to IT support personnel.

· Participate in field installations, equipment replacements, infrastructure upgrades, and other technical projects as needed.

· Assist with prioritizing and resolving critical service desk tickets and customer escalations.

· Support field technicians in maintaining customer IT infrastructure and business-critical systems.

· Occasionally assist other customer locations outside the assigned territory when operational requirements dictate.

IT Infrastructure and Technology Management

Traditional IT Infrastructure:

· Microsoft-based systems and services.

· Active Directory, DNS, DHCP, Group Policy, and remote administration.

· Servers, storage, hardware, software, and desktop applications.

· Network switches, bridges, routers, and wireless infrastructure.

· Telephone systems and related communications infrastructure.

· Microsoft Office and other business applications.

· Software deployment, updates, maintenance, and troubleshooting.

Specialized Container Terminal Technologies:

· Terminal Operating Systems (TOS).

· Optical Character Recognition (OCR) systems.

· Gate Management systems and technologies.

· Radio Frequency Identification (RFID) systems.

· Real-Time Location Systems (RTLS).

· Kalmar and Mi-Jack RTLS hardware and related technologies.

· Video surveillance and camera systems.

· Wireless and mobile technology infrastructure.

· Other specialized technologies supporting container terminal operations.

Customer and Vendor Relations

· Develop and maintain strong professional relationships with customer management, operational personnel, and technical representatives.

· Assist the Field Support Managers with customer concerns and ensure issues are communicated, assigned, and resolved appropriately.

· Coordinate with technology vendors, service providers, and equipment manufacturers as necessary.

· Monitor vendor performance and assist with managing third-party service relationships.

· Identify opportunities to improve customer support and expand SSS service offerings.

Reporting and Documentation

· Monitor and report on IT support activities, service desk performance, and operational issues.

· Validate accurate documentation of service requests, incidents, technical changes, and customer interactions.

· Validate that customer information, equipment records, and technical documentation.

· Provide regular operational updates and reports to SSS management.

· Work with Field Support Managers on identifying recurring technical issues and recommend corrective actions.

· Ensure technicians consistently follow established ticketing, reporting, and documentation procedures.

Qualifications

· Strong leadership, management, and organizational abilities.

· Demonstrated experience managing IT support teams and multiple customer locations.

· Excellent customer service and communication skills.

· Strong technical troubleshooting and problem-solving abilities.

· Ability to manage competing priorities while maintaining operational effectiveness.

· Ability to work independently and make sound operational decisions.

· Ability to develop and maintain strong relationships with customers, employees, and vendors.

· Willingness to travel throughout Southern California and Northern California.

· Valid California driver's license with a good driving record.

· Ability to qualify for and obtain a Transportation Worker Identification Credential (TWIC).

Requirements

· Minimum of seven (7) years of experience supporting Information Technology within a container terminal or similar industrial operating environment.

· Supervisory or management experience overseeing five (5) or more employees.

· Experience managing technical personnel and supporting customer environments operating 24/7.

· Willingness to supervise and coordinate staff working various shifts, including evenings, weekends, and holidays when necessary.

· Willingness to travel between customer locations throughout Southern and Northern California.

· Ability to learn, adapt to, and support new technologies.

· Willingness to work late shifts as operational requirements dictate.

· Ability to adjust schedules with as little as 24 hours' notice when necessary.

· Ability to work effectively with team members during periods of heavy workloads.

· Strong attention to detail, particularly with technical documentation and reporting.

· Ability to prioritize and effectively manage service desk tickets and customer escalations.

· Ability to balance management responsibilities with hands-on technical support.

Essential Duties and Physical Requirements

The position requires the ability to perform both office-based management responsibilities and field- based technical support.

Physical and environmental requirements include:

· Climb up to 10 flights of stairs while carrying up to 25 pounds of equipment.

· Safely climb and work from ladders up to 30 feet in height.

· Safely work on elevated platforms up to 100 feet above ground level.

· Work indoors and outdoors, including during inclement weather.

· Work near operating equipment and engine exhaust.

· Lift and carry equipment weighing up to 50 pounds.

· Work in confined or tight spaces.

· Access and service devices installed overhead.

· Kneel for periods of up to 30 minutes at a time.

· Sit in an office chair for periods of up to eight hours.

· Follow all applicable corporate and customer personal protective equipment (PPE) requirements, including safety vests, jackets, protective footwear, and other required safety equipment.

Travel Requirements

· Travel is required throughout assigned customer locations in Southern California and Northern California.

· Travel and work responsibilities will generally be allocated as follows:

· 80% Management and Operational Oversight: Customer site visits, personnel supervision, operational management, customer meetings, scheduling, staffing coordination, performance monitoring, and service delivery oversight.

· 20% Hands-On Technical Support: Backup technician coverage, troubleshooting, technical assistance, field support, and participation in installations or projects when required.

Travel schedules will be coordinated according to operational requirements, customer needs, and management responsibilities.

Performance Expectations

The Information Technology Services Manager will be expected to:

· Maintain consistent and reliable IT support operations across all assigned customer locations.

· Ensure appropriate staffing and technical coverage to meet customer requirements.

· Develop and maintain a productive, accountable, and customer-focused technical support team.

· Improve communication, employee morale, and operational efficiency.

· Maintain strong customer relationships and high levels of customer satisfaction.

· Ensure timely resolution of technical issues and service desk requests.

· Identify opportunities to improve service delivery, infrastructure reliability, and operational processes.

· Maintain the ability to step into a technical support role when operationally necessary.

· Support the continued growth and development of SSS customer relationships and service offerings.

Benefits:

· 95% Company sponsored Medical Plan (Employee only)

· Employee has option to purchase Dental/Vision Insurance

· Matching 401K

· PTO

Desired Skills and Technical Experience

· IT Operations Management

· Personnel and Team Management

· Customer Service and Customer Relations

· Technical Troubleshooting

· IT Infrastructure Management

· Microsoft Windows and Server Environments

· Active Directory

· DNS and DHCP

· Microsoft Office

· Network Switches and Routers

· Wireless Infrastructure

· Ticketing and Service Desk Systems

· Vendor Management

· Video Surveillance and Camera Systems

· Terminal Operating Systems (TOS)

· Optical Character Recognition (OCR)

· Radio Frequency Identification (RFID)

· Real-Time Location Systems (RTLS)

· Technical Documentation and Reporting

· Project Coordination

Schedule:

· 8-hour shift

· Holidays

· Monday to Friday

· Night shift

· Overtime

· Weekends as needed

Education:

· College Degree Preferred

Experience:

· Desktop support: 7 years (Required)

License/Certification:

· Driver's License (Required)

Ability to Commute:

Pay: $105,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person