IT Manager

IT Manager Overview

The IT Manager at Diality is responsible for overseeing all aspects of the company's information technology operations, including service delivery, infrastructure management, cybersecurity, and compliance.

Responsibilities

• Manage daily IT operations, ensuring availability, performance, and reliability of technology systems.
• Oversee Service Desk activities, ticket queues, escalations, and service level performance.
• Establish and maintain IT service management processes, procedures, and documentation.
• Develop and report on IT operational metrics and KPIs.
• Ensure timely resolution of incidents, service requests, and user support issues.
• Coordinate onboarding, offboarding, and user lifecycle management activities.
• Oversee administration of Microsoft 365, Azure / Entra ID, SharePoint Online, Teams, Exchange Online, OneDrive, Intune, network infrastructure, firewalls/VPNs, wireless networks, servers, and cloud-hosted systems.
• Manage system upgrades, patching, monitoring, and lifecycle planning.
• Maintain disaster recovery and business continuity capabilities.
• Ensure infrastructure scalability and availability.
• Support implementation and enforcement of cybersecurity policies and standards.
• Manage vulnerability remediation programs and security monitoring activities.
• Coordinate penetration testing, risk assessments, and security audits.
• Support compliance with FDA Quality System Regulations (QSR), ISO 13485, HIPAA when applicable, NIST Cybersecurity Framework, and company security policies.
• Maintain evidence and documentation supporting audit readiness.
• Support administration and governance of enterprise business systems including NetSuite, Salesforce, Jama Connect, Microsoft 365, SharePoint, and other business-critical SaaS platforms.
• Manage user access controls and role-based permissions.
• Work with business stakeholders on system enhancements and integrations.
• Support validation activities for regulated systems.
• Manage relationships with Managed Service Providers (MSPs), technology vendors, and consultants.
• Monitor vendor performance and service level agreements.
• Assist with contract reviews, renewals, budgeting, and procurement activities.
• Lead technology projects including infrastructure upgrades, cloud migrations, security initiatives, new system implementations, and office expansion or relocation projects.
• Track project schedules, risks, budgets, and deliverables.
• Supervise and mentor IT personnel, including Service Desk and Systems Administration staff.
• Conduct workload planning, performance coaching, and employee development activities.
• Foster a service-oriented culture focused on user satisfaction and continuous improvement.
• Develop training programs and knowledge-sharing practices within the IT team.

Required Skills & Abilities

• Skilled with Microsoft 365 Administration; Azure / Entra ID; SharePoint Online; Intune and MDM; endpoint security and EDR; network infrastructure and firewalls; IAM; backup and recovery; cloud and SaaS platforms.
• Knowledge of FDA software validation; ISO 13485; HIPAA; NIST Cybersecurity Framework; information security best practices; change management; audit readiness and documentation.

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related discipline.
• Equivalent combination of education and experience may be considered.
• 7-10 years of progressive IT experience.
• 3-5 years of IT leadership or supervisory experience.
• Experience managing Microsoft 365 environments.
• Experience supporting cybersecurity and compliance initiatives.
• Experience managing MSPs and technology vendors.
• Experience in a regulated industry preferred, such as medical device, biotech, pharmaceutical, or healthcare.
• PREFERRED CERTIFICATIONS: CISSP, CISM, ITIL Foundation or higher, Microsoft Certified: Azure Administrator, Microsoft Certified: Security Administrator, PMP Certification, CompTIA Security+.
• Experience with team leadership and coaching.
• Experience with project management, vendor management, budget management, strategic planning, problem solving, decision making and executive communication.

Physical Requirements

• Primarily office-based with occasional lifting of IT equipment up to 25 pounds.
• Ability to travel occasionally between corporate and remote locations.
• Ability to participate in after-hours maintenance and incident response when necessary.