Job Title: Associate Manager, Telephony, IT Infrastructure Operations

Department: Information Technology

Location: Remote

About Acrisure

Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more.

Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.

Job Summary:

As a member of our infrastructure Operations team, you will be responsible for lead a team comprised of Telephony, Voice, and Contact Center Engineers.  As the Associate Manager – Telephony, you will be pivotal in ensuring the seamless operation of our telephony and VoIP services.   Providing excellent customer service, technical guidance and nurturing a collaborative team environment.  This role is both hands on and entails significant leadership responsibilities.

Responsibilities:

•  Lead, mentor and guide a team of telephony, voice and contact center engineers.
•  Cultivate a culture of collaboration, innovation and continuous improvement within the team.
• Set clear goals, expectations, and provide regular feedback to foster individual and team growth. 
• Contribute to development of strategic plans for IT Operations.
• Assist in setting goals, objectives, and key performance indicators for the team.
• Collaborate with other operations leaders to align IT operations with overall objectives
• Oversee the resolution of IT incidents and problems in a timely manner.
• Implement and improve incident and problem management processes.
• Work to perform root cause analysis
• Actively participate in major incidents and maintain the on-call rotation for your group.
• Manage and coordinate changes to relevant IT systems and infrastructure.
• Ensure that changes are implemented with minimal disruption to services.
• Evaluate and improve change management processes by participating in the ITSM change management process.
• Personnel capacity management to include utilization, future capacity requirements based on business need, and provide feedback based on analysis.
• Assist in the creation and management of the IT operations budget and monitor expenses and identify cost-savings opportunities.

Requirements:

• Strong technical knowledge of telephony and VoIP solutions, including Cisco, Microsoft Teams, and associated technologies.
• Strong written and oral communication skills.
• Strategic mindset and ability to quickly adapt to changing environments.

Education/Experience:

• One or more years of experience leading a technical team, Minimum of five years experience with Webex calling, faxing and carrier management, One or more years of IT Operations (NOC, TOC, Helpdesk, etc) experience
• Project management certification a plus
• IT Budgeting and/or Telephony cost management
• ITIL, COBIT, or similar certification is a plus

Benefits & Perks:

• Competitive Compensation
• Industry Leading Healthcare
• Savings and Investments
• Charitable Giving Programs
• Offering hybrid work option           
• Opportunities for Growth
• Parental Leave
• Generous time away