Service Desk Manager

ChenMed; Miami (FL); On-site; USD 99,369 - 141,957; Full time

Job summary

ChenMed is seeking an experienced IT Manager to lead technology-related activities in Miami, Florida. The role requires a minimum of 5 years in the IT industry and at least 1 year in a supervisory position.

The IT Manager will oversee service delivery operations, monitor performance, and manage a team to ensure quality IT services. The position offers a competitive salary range of $99,369 - $141,957, with opportunities for bonuses.

Qualifications

• BA/BS degree in Information Technology, Computer Information, Business Administration or a related field.
• A minimum of 5 years of professional work experience in the IT industry.
• IT certification preferred.

Responsibilities

• Manage technology activities within IT Service Delivery.
• Monitor IT systems and make improvement recommendations.
• Oversee technical support and help desk teams.

Skills

Business acumen

Project management

Technical management

Critical thinking

Communication skills

Leadership

Network administration

Education

BA/BS in Information Technology or related field

5+ years in IT

1+ years in management position

Tools

Microsoft Office Suite

Database systems

Job description

Essential Job Duties and Responsibilities

• Manages, coordinates, plans and leads technology-related activities within a single, functional IT Service Delivery domain including: analysis, development, and administration of tactical initiatives within that functional area. Provides leadership and customer support by meeting staffing needs through the hiring, training, counseling, evaluating, supervising and managing of direct reports.
• Monitors performance of information technology systems, infrastructure, operations, products, applications and/or field technicians to determine cost and productivity levels, and to make recommendations for improvements.
• Helps define strategy and processes for defined, functional IT area.
• Analyzes business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs.
• Oversees a centralized technical support and help desk team for a wide variety of corporate customers and technical assets.
• Ensures service operations meet and/or exceed stated Service Level Agreements and Operational Level Agreements.
• Manages relationships with IT vendors, service providers and contractors to ensure quality and cost control requirements are achieved.
• Defines and develops the overall service measurement framework that determines service efficiency.
• Grows and develops a team of IT professionals in technical proficiency and in service delivery effectiveness.
• Guides direct reports and peers in functional job area regarding policies, practices and procedures.
• Supervises 1-3 professional and para-professional level employees. Sets goals and objectives for achievement of operational results. Coaches, reviews and delegates work to team.
• Ensures consistent delivery for all direct reports, monitors well-being and needs of team members and acts as required to ensure ongoing success.
• Performs other duties as assigned and modified at manager’s discretion.

Knowledge, Skills and Abilities

• Highly-developed business acuity and acumen
• Excellent working knowledge of computer systems, security, network and systems administration, databases and data storage systems and phone systems
• Familiar with technology being applied by the team and the functional area in which they operate. Journeyman knowledge of leadership best practices and standards applied by the company
• Strong critical thinking and decision-making skills
• Excellent project management skills and strong ability to prioritize
• Firm grasp on information technology and operations best practices
• Proficient knowledge of technical management, information analysis and/or computer hardware/software systems
• Fundamental knowledge in data center management and data governance
• Hands‑on experience with computer networks, network administration and/or network installation
• Ability to perform independently with minimal to no direct supervision. Expectation of weekly touchpoints with leader
• Proven ability to manage personnel through accomplishment of business delivery for team. Encourages career growth and personal growth for all team members
• Ability to positively impact peer-to-peer interactions, leading by example. Must possess the ability to effectively address any potential dysfunctions
• Excellent written and verbal communication skills
• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
• Ability and willingness to travel locally, regionally and nationwide up to 15% of the time
• Spoken and written fluency in English
• This job requires use and exercise of independent judgment

Education and Experience Criteria

• BA/BS degree in Information Technology, Computer Information, Business Administration or a related field OR additional experience above the minimum will be considered in lieu of the required education on a year-for-year basis required
• A minimum of 5 years of professional work experience in the IT industry required
• A minimum of 1 year of experience in a supervisory/management position required
• IT certification preferred

Pay Range

$99,369 - $141,957 Salary

The posted pay range represents the base hourly rate or base annual full-time salary for this position. Final compensation will depend on a variety of factors including but not limited to experience, education, geographic location, and other relevant factors. This position may also be eligible for bonuses or commissions.

Employee Benefits

https://chenmed.makeityoursource.com/helpful-documents