Manager - Global Unified Communications

Main Objective

Supervise and support Arthrex IT Infrastructure Services and assigned IT Infrastructure teams.

Essential Duties and Responsibilities

• Supervision and mentorship of assigned Global Infrastructure Analysts
• Provide tier 3 advisory and support for systems and platforms which are applicable to assigned service catalogue
• Act as point of contact for global business departments
• Manage assigned departmental and enterprise-wide initiatives, along with technology projects by ensuring deadlines are met
• Oversee the support, maintenance and administration of related infrastructure services, and develop and implement processes to assess assets regularly
• Maintain the team’s knowledge base for related services
• Drive incident escalation and outage management
• Assist in long-term IT strategy, including investigation of new systems, leverage consolidation opportunities and maintain product lifecycles
• Build and maintain necessary contractor, provider and vendor relationships
• Manage the purchase of hardware, software and licensing agreements with responsibility for related cost centers and budgets
• Maintain high performance on assigned group SLAs
• Enhance and maintain global disaster recovery and high availability plans, procedures, training and testing

Education and Experience

• Bachelor’s degree in computer science or related field required, Masters in MIS/CIS preferred
• 7+ years’ experience supporting and managing IT infrastructure required
• 2 years’ leadership experience in IT Infrastructure required, including some combination of direct supervision, team lead, and project management responsibilities required
• Hands-on experience in Enterprise IT Infrastructure system architecture, design, implementation, and support is required. Expected experience may include Microsoft Teams Direct Routing, Genesys Cloud CX, Cisco CUCM with supporting services
• Understanding of Virtualization, Networking and Firewall technologies

Knowledge and Skill Requirements/Specialized Courses and/or Training

• Excellent communication skills and customer service orientation
• Strong project management skills, PMP certification or equivalent a plus
• Unified Communications related technical certifications for Microsoft, Genesys and/or Cisco are highly desirable

Arthrex Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Free Onsite Medical Clinics
• Free Onsite Lunch
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)
• Eligible for discretionary Long Term Incentive program