Cyber Security - Infrastructure - IT Manager

Job Overview:

As Cyber Security - Infrastructure - IT Manager at Extenteam, you will be responsible for overseeing IT infrastructure and cybersecurity for our global team as well as support the external clients we serve.

You will be working with the leadership to assess security solutions for remote team members, set up VPN - firewall - anti phishing solutions, and setting up zero trust networks.

In this client-facing role, you will manage a team of IT professionals, ensuring seamless and responsive technical support. Your primary goal is to maintain the organization's IT infrastructure, ensuring its smooth operation while delivering exceptional service to external clients. Additionally, you will develop and implement IT solutions, drive operational efficiency, and contribute to the overall growth of the company by aligning IT services with business objectives.

Key Responsibilities:

• Serve as the primary point of contact for external clients, offering timely and effective technical support. Build and maintain strong client relationships by addressing their technical needs and ensuring satisfaction with Extenteam’s IT services.
• Lead the IT support/help desk team in providing exceptional service to Extenteam’s internal employees, ensuring prompt and effective resolution of technical issues.
• Oversee the daily operations of the IT help desk, including ticketing systems and workflows, ensuring that both internal and external customer issues are prioritized and resolved efficiently.
• Oversee the management of IT infrastructure, including servers, networks, and workstations, ensuring they are secure, reliable, and optimized for performance.
• Develop strong, collaborative relationships with external clients, ensuring their IT needs are met, and identifying opportunities to enhance their service experience.
• Lead IT-related projects, including system upgrades, new technology rollouts, and security improvements, ensuring they are completed on time and within budget.
• Establish and implement IT policies, processes, and best practices that align with Extenteam’s goals and objectives. Ensure compliance with data security regulations.
• Manage relationships with external vendors and service providers, ensuring cost-effective solutions that meet Extenteam's and its clients’ needs.
• Ensure that Extenteam’s IT infrastructure adheres to security protocols and regulatory requirements. Implement necessary safeguards to protect sensitive data for both the company and its clients.
• Provide training and technical support to both internal team members and external clients on new systems, tools, and best practices, enhancing their productivity and security awareness.
• Maintain accurate records of IT systems, procedures, incidents, and client interactions. Provide regular reports on help desk performance, system health, and security metrics.

Requirements

• 5+ years of experience in IT support or help desk management, with at least 2 years in a client-facing role.
• Proven experience managing IT projects, systems administration, and delivering technical support to external clients.
• Experience managing and leading an IT support team.
• Technical Skills:
  • Strong knowledge of operating systems (Windows, macOS, Linux) and networking technologies (TCP/IP, VPN, firewalls).
  • Experience with help desk ticketing systems and remote desktop support tools.
  • Familiarity with cloud platforms (AWS, Azure, Google Cloud) and virtualization (VMware, Hyper-V).
  • Proficient in IT security protocols, antivirus software, and encryption technologies.
• Client-Facing Skills:
  • Excellent communication and interpersonal skills with a strong focus on customer service.
  • Ability to explain technical issues to non-technical clients and foster strong, long-term client relationships.
  • Experience managing external client relationships and delivering high-quality technical support.
• Soft Skills:
  • Strong leadership, problem-solving, and organizational skills.
  • Ability to work under pressure and manage multiple projects and priorities simultaneously.
  • Detail-oriented and focused on delivering quality solutions to both internal and external customers.

Monthly Salary Range: $2,500 - $3,000 USD, depending on experience and qualifications.

Benefits

WHO WE ARE:

EXTENTEAM is the #1 trusted outsourcer for property management professionals operating short-term rentals, vacation homes, multifamily communities, and boutique hotel properties.

WHAT WE DO

We support over a hundred different property management brands throughout the United States. Our virtual team members work exclusively to supercharge guest services, reservations, marketing, bookkeeping, IT support, and other core business functions.

OUR CORE VALUES:

- MISSION ACCOMPLISHED: We Work Smart & Get Stuff Done.
- OWN YOUR STUFF: We Own Our Stuff.
- WALK THE TALK: We Do What We Say We'll do.
- INTO THE WILD: We are Explorers.
- WORD AS BOND: Just Say It.
- ABOVE AND BEYOND: We Live Extenteam.

WHAT WE OFFER:

We offer our team members targeted development opportunities, both on a professional and personal level. We also offer:

- Competitive Salary
- Holiday Reward equivalent to 13th-month pay
- HMO
- Life Event Bonuses
- Preventive Mental Health Benefit