It Manager

Duties and Responsibilities:

Leads the overall operations of one or more of the following areas, IT Service Desk, IT Operations to include but not limited to: IT incident/problem escalation and communication, IT service level adherence and reporting, IT performance IT operational documentation and processes, IT capacity and performance management reporting.

Oversees day-to-day operations of support teams, including call scoring, ticket monitoring, prioritization and routing of critical issues, and individual coaching.

Participate in the review and management of monthly IT invoice processing.

Oversee, manage and document annual IT disaster recovery testing and results

Develops and manages objectives to drive high levels of customer service and continuous improvement, while supporting all operational and infrastructure department metrics.

Ensure that teams have appropriate specifications, direction, training, and resources to deliver high-quality products.

Serves as the IT point of contact and accountable for the IT portion of new office setups, office expansions, etc. This includes relocation and/or installation of voice/data communications solutions, LAN and PC equipment.

Establish realistic estimates then monitor projects to ensure they remain on target to meet deadlines.

Manages day-to-day relationships with third-party IT operations vendors and service

providers to ensure quality, reliability, flexibility and cost control consistent with strategic

plans and business objectives.

Must be able to work and coordinate with product manager/ team lead/project manager/QA lead for sprint planning and scrum meetings. Setup and review OKR for department and individual staff. Monitor their performance, coach, and motivate.

Experience:

Minimum three to five years of managerial experience leading others required.

Minimum five years of experience in an IT Support organization required.

Preference is given to individuals with prior Project Management experience within Information Technology, Software Development or other Technical Engineering Industry.

Experience leading a Service Desk preferred.

ITIL Foundations Certification preferred

Certified Agile Service Manager preferred

PMP certification preferred.

HIPAA Compliance

General Computer Configuration

Qualifications:

Strong judgment, problem-solving, and decision-making skills

Excellent verbal and written communication skills

Ability to gain, understand and apply technical knowledge from a variety of resources

Strong organizational and time management skills

Comfortable in working with all levels within the organization, including Executives

Ability to gather critical information from multiple sources and make decisions based on limited information

Ability to deal with ambiguity in a highly changing environment.

Practical understanding of IT Infrastructure technologies to include TCP/IP, Active Directory, and Microsoft products

Linear troubleshooting skills and strong problem-solving skills

Experience with an understanding of Service Desk automation and ticketing software

Experience developing and managing compliance with service level agreements

Experience in Service Desk ticket analysis for continuous process improvement