Information Technology ManagerTang+Company • Torrance, California, United States
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Information Technology Manager
Tang+Company
- Torrance, California, United States
- Torrance, California, United States
Über
Oversee and actively participate in Tier 1–3 support
Own and optimize Incident Management and Service Request Management processes
Manage IT ticket queues with clear prioritization, SLAs, and escalation paths
Improve key metrics such as First Call Resolution (FCR) and Mean Time to Resolution (MTTR)
Ensure consistent use and maintenance of the IT knowledge base
ITIL Process Ownership & Service Management
Act as process owner or lead contributor for:
Problem Management (root cause & trend analysis)
Change Enablement (Change Management)
Ensure proper incident categorization, prioritization, and closure quality
Lead Problem Management reviews to eliminate recurring issues
Define, track, and report on IT service metrics and KPIs
Identify trends and proactively reduce incident volume
Lead, mentor, and develop IT support staff
Train team members on ITIL best practices and service delivery standards
Promote structured ticket handling, documentation, and escalation discipline
Develop and maintain a Service Catalog with defined SLAs
Manage IT asset lifecycle and CMDB (Configuration Management Database)
Ensure vendor services align with internal SLAs and OLAs
Required Qualifications
7–10+ years of IT experience with strong hands‑on technical background
2–5 years of leadership or supervisory experience
Proven experience working within or implementing ITIL-based environments
Strong technical expertise in:
Endpoint management (Intune, GPO, patching)
Networking (VPNs, firewalls, routing, Wi‑Fi)
Backup and disaster recovery
Experience with automation/scripting (PowerShell)
Experience managing SLAs, ticket queues, and escalations
Preferred Qualifications
ITIL Foundation certification (v4 preferred); advanced certifications a plus
Experience in regulated environments (e.g., healthcare)
Familiarity with compliance frameworks (ISO 27001, SOC 2, HIPAA)
Education
Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or related field
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Sprachkenntnisse
- English
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