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Santa Monica California - 70.00 - 100.00 /hour Contract/Full Time Posted: Thursday, 14 June 2018
Applicants must be eligible to work in the specified location

Enterprise Architect

Santa Monica, CA 90405

Contract to Perm


The Enterprise Manager/Architect is responsible for two key areas of the Infrastructure & Operations group:

  • Enterprise Architecture - This person will be the primary leader and architect for the core systems infrastructure of the organization. This will include but not be limited to the cloud and local environments, networking, security and compliance, and the entire Microsoft enterprise footprint.
  • Service Desk Management - This position will also be responsible for the performance of all services and support to clients: internal and external, ensures that service levels are achieved, and makes sure that customer expectations are met or exceeded. This individual is responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Essential Job Responsibilities:

  • Oversee and innovate regarding the core architecture of the enterprise.
  • Function as the lead for implementation and upgrade projects relating to the core systems infrastructure.
  • Maintain existing systems and integrations and work with the organization to innovate and meet the changing needs.
  • Work with compliance and security on the business side to keep the corporate side up to or above the bar.
  • Oversee 100% of the requests, incidents, and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
  • Train, coach, and mentor Service Desk Specialists including career development. Oversee staff activities. As needed, schedule employees' working times and provide backup support. Interact with internal and external customers.
  • Provide data and reporting of trends to IT department and others in ad-hoc, weekly, monthly, and as needed. Drive ticket deep dive and develop strategies for improvement. Work to make the service desk the single source of truth and service delivery channel for IT. Monitor and manage phone and ticket queues (participating in escalated calls as needed).
  • Develop service level agreements to set expectations and measure performance. Advise management on situations that may require additional client support or escalation.
  • Manage process for communicating outage/emergency activities to the organization. Review survey feedback to improve services, tools, and support experience.

Experience and Skills Required:

  • 10+ years as an Enterprise Systems Architect with primary focus on Microsoft Systems or equivalent experience
  • Superior knowledge of Active Directory and related key Microsoft Infrastructure including but not limited to GPO, SCCM, Office 365 and Azure integration
  • Knowledge and experience in enterprise security and compliance, storage technologies, SQL, and networking infrastructure
  • 5+ years with direct reports while managing an enterprise service desk with call center, administration, and desktop support components or related experience
  • Strong strategic thinking skills
  • Strong focus on customer relations and support in past roles

For immediate consideration - please forward resume to (see below)

Santa Monica California, United States of America
6 month contract to perm
70.00 - 100.00 /hour
Denise Wicks 
6/14/2018 10:06:46 AM

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