Information Technology Support Manager

Convey Health Solutions; Fort Lauderdale (FL); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(K) savings with employer matching

Paid time off

Life insurance

Disability insurance

Employee assistance programs

Job summary

Convey Health Solutions is seeking a Senior Technical Talent Acquisitions Partner in Fort Lauderdale. This onsite role requires extensive IT management experience, where you will oversee IT support operations, ensuring top-notch service quality. Competitive salary and benefits are offered along with opportunities for professional growth.

Qualifications

• 3-5 years of experience in Help Desk/Desktop support.
• 3 years at Manager, Project Manager, or Supervisor level.
• Experience managing a team of 5+.

Responsibilities

• Plan and implement IT policies and procedures.
• Supervise Enterprise IT Support teams for effective service.
• Monitor IT system performance and manage escalations.

Skills

TCP/IP knowledge

Help Desk support

Performance evaluation

Project management

Customer communication

Education

BA degree or equivalent

Job description

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Convey Health Solutions provided pay range

This range is provided by Convey Health Solutions. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$100,000.00/yr - $120,000.00/yr

Direct message the job poster from Convey Health Solutions

SR. Technical Talent Acquisitions Partner - All Verticals

The Enterprise IT Support Manager is a technical management position responsible for daily planning, operation, administration, monitoring and maintenance support of enterprise applications and devices, as well as, infrastructure computing and storage systems, networks, telecom devices, mobile devices, and printer/output platforms. Enterprise IT Support technical management functions including Help Desk Tier I/Tier II, Network Operations Center, and Site Support services. Also responsible for team member learning and develop, active directory domain service and security administration, and facilitation of ITIL domains including: incident management, problem management, change management, asset management, configuration management, service level management, and data protection. This position is directly responsible for the maintenance and administration of service request and ticket systems, infrastructure monitoring systems and tools, and the development and maintenance of standard operating procedures and system build/image standards and guidelines. Responsible for IT service level performance metrics, dashboards, and reports pertaining to system availability, trouble tickets, and service request activities.

***This is an onsite role Monday - Friday - Address: 100 SE 3rd Ave 26th Fl, Fort Lauderdale, FL 33394 ***

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Plan, establish, implement, and administer IT policies, standards, procedures, measurements and controls.
• Develop change management processes and regulate adherence.
• Manage technical projects within the support environment.
• Meet regularly with support staff to discuss deliverables, timelines, and documentation.
• Supervise Enterprise IT Support teams to ensure timely and effective responses to user and business needs.
• Conduct performance evaluations; make hiring and disciplinary decisions and salary recommendations.
• Oversee Helpdesk, Desktop, Application, and Infrastructure support problems and resolutions to determine trouble trends.
• Monitor, alert, and report on IT system, service, and application performance metrics.
• Manage trouble ticket and service request escalations to ensure timely resolution and/or fulfillment.
• Communicate incident and root cause notifications to internal business units.
• Provide management reports on IT system availability.
• Develop and establish site support deployment and provisioning standards and procedures.
• Work closely with department contacts on issues to improve customer relations and technical support.
• Provide training on new hardware and/or software applications.
• Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner.
• Respond promptly when returning telephone calls and replying to correspondence and faxes.
• Responsible for compliance with all federal, state and local laws, rules and regulations affecting Company.
• Conform with and abide by all regulations, policies, work procedures and instructions.
• Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company.
• Occasional travel may be required (less than 10%)
• Responsible for performing other duties and responsibilities, as required.

OTHER DUTIES AND RESPONSIBILITIES

• Develop and implement a framework to address NOC monitoring/alerting, business impact assessment, Help Desk problem management, and IT service request workflow.
• Assist with development and maintenance of formal Helpdesk, NOC, and Site Support Desktop knowledgebase, policies and procedures for consistency and increased productivity.
• Analyze and provide metrics to assist in improving all IT support areas.
• Analyze Help Desk, NOC, and Site Support trends and provide continuous improvement and flexibility of the support function to assure service exceeds end user expectations.
• Improve the efficiency of the Help Desk, NOC, and Site Support Specialist by arranging and/or presenting training sessions.
• Improve the employee performance, efficiency and productivity by continuous coaching.
• Review technician tickets daily for accuracy, policy adherence, and feedback opportunities.
• Evaluate the performance of team through several statistical and reporting methods and models.
• Execute proper methodologies to improve call resolutions, manage customers’ individual perceptions and develop strong and stable internal relationships.
• Develop and distribute IT reports and metrics.
• Manage all Service Desk related projects, providing regular updates to the project stakeholders.
• Ensure technician adherence to company and IT policies and procedures.
• Emergency escalation points for major issues, including after-hours and weekend on call rotation.
• Responsible for managing the schedule for all shifts on the Help Desk and NOC as well as technician PTO requests, sick days, travel to facilities, and any other event that requires the schedule to be altered.
• Able to travel to remote locations on occasion.

JOB REQUIREMENTS

BA degree and/or equivalent combination of education and experience. At least 3-5 years' experience in a Help Desk/Desktop support environment and a minimum of 3 years at the Manager, Project Manager, or Supervisor level. Experience managing a team of 5+ people.

Type of experience

• ITIL and PMP best practices
• Experience communicating with and supporting IT end users
• Experience identifying and troubleshooting hardware and software problems
• Experience working in a team environment
• Experience managing vendor/supplier relationships and service levels

Knowledge, Skills, and Abilities:

• Knowledge of TCP/IP and basic switching, routing, and firewall concepts.
• Knowledge of Microsoft Windows desktop and server operating systems (eg. WinXP, Win7, Win8, Win10, WinSvr 2003/2008/2012)
• Knowledge of MS Active Directory structures, objects, security, and administration.
• Knowledge of MS Terminal Services, IIS, Exchange, and SQL database concepts, a plus.
• Knowledge SNMP, RMON, ping, traceroute, nslookup, and other network management protocols, utilities, and topics.
• Knowledge of anti-virus, anti-malware, and anti-SPAM solutions.
• Knowledge of desktop imaging and backup technologies.
• Knowledge of thin terminal technology (Wyse, MS terminal services).
• Knowledge job and task scheduling concepts.
• Knowledge of MS Office application suite (Office)
• Knowledge of time management and tracking concepts.
• Knowledge of telecom concepts (TDM, VoIP, H.323, and SIP), a plus.
• Knowledge of Unix/RHEL linux operating systems, a plus.
• Ability to manage and direct a team of 5 or more people across multiple locations.
• Ability to analyze trends and implement an efficient reporting mechanism or process.
• Ability to prioritize assignments and handle multiple tasks.
• Ability to organize work activities and job functions to ensure timely completion of tasks on a daily, weekly and monthly basis.
• Ability to interface effectively with other departments, staff, and associates at all levels.
• Ability to make sound decisions after considering facts and weighing alternatives.

The expected base salary for this position ranges from $100,000 to 120,000 USD with a bonus target of up to 10% of the base salary. While it is not typical to offer candidates at or near the top of the range, we do consider a wide range of factors when making offer decisions, including (but not limited to) the scope and responsibilities of the position, a candidate’s relevant skills, training, experience, education and where applicable, licensure and certifications obtained. We also consider organizational and market factors when making offer decisions. This range is a general guideline and represents a good faith estimate of what we would reasonably expect to pay for this position. We reserve the right to modify this range in the future as organizational and market conditions dictate.

At Convey, we believe that the right benefits package can improve the quality of our employees and their family members’ lives. Therefore, we offer a competitive total rewards package, which includes health and welfare benefits, 401(K) savings with employer matching, paid time off, life, AD&D and disability insurances, and various ancillary benefits, such as pet insurance, virtual physical therapy, and employee assistance programs.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Hospitals and Health Care and Technology, Information and Media

Referrals increase your chances of interviewing at Convey Health Solutions by 2x

Inferred from the description for this job

401(k)

Medical insurance

Vision insurance

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