Manager IT Support

Job Description

This position manages the service delivery process and outcomes for first, second, and third level support for products and applications. This includes defining key performance indicators and managing incident escalation. This role also manages troubleshooting efforts and recurring problems. In addition, this position reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.                                                                      

Essential Responsibilities            

• Manages individuals and/or teams in designated work unit by translating business plans into tactical action items; ensuring all policies and procedures are followed; delegating tasks to meet goals and objectives; overseeing the completion of work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; removing obstacles that impact performance; and guiding performance and developing contingency plans accordingly.
• Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; training and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; supporting execution of performance management guidelines and expectations; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
• Manages recurring and escalated problems.
• Manages troubleshooting efforts to identify and rectify problems.
• Manages efforts to analyze and prioritize incoming requests and alerts.
• Manages the service delivery process and outcomes for first, second, and third level support for products and applications by taking accountability for resolution of systems’ issues.
• Follows and manages the development of standard operating procedures.
• Reviews and approves resolution proposal to prevent issue recurrence.
• Defines and manages key performance indicators (e.g., performance, availability, capacity)
• Promotes and ensures compliance in the use of a knowledge repository for technical support.
• Defines and manages procedures for incident escalation.
• Manages execution of disaster recovery, and business continuity processes and events.
• Manages after hours on call support.
• Manages the process for tracking and documentation by reviewing and updating documents, as appropriate.
• Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance.
• Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.
• Promotes and ensures compliance in the use of a knowledge repository for technical support.
• Defines and manages procedures for incident escalation.
• Manages execution of disaster recovery, and business continuity processes and events.
• Manages after hours on call support.
• Manages the process for tracking and documentation by reviewing and updating documents, as appropriate.
• Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance.
• Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.                                                                          

Minimum Qualifications                                                                          

• Minimum three (3) years in a leadership role working with IT or operational teams.
• Bachelor’s degree in Computer Science, Engineering and Minimum six (6) years IT Operations management in a support or operations environment. Additional three (3) years equivalent work experience for a total of nine (9) years may be substituted for the degree requirement.                                                                   

Additional Requirements                                                                        

• Experience with using such monitoring and diagnostic tools such as Dynatrace, Blue Triangle, Splunk                                                                                                                                                                                                   

Preferred Qualifications                                                                          

• Two (2) years supervisory experience.
• Two (2) years of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)
• One (1) year managing operating budgets and/or project financials.
• Three (3) years experience in a leadership role of a large matrixed organization.
• Three (3) years experience working with IT vendors.
• Four (4) years experience in ITRM or IT compliance.
• Three (3) years experience in IT intake and profiling in a support or operations environment.
• Four (4) years experience implementing or supporting ITSM processes or services.
• Two (2) years corporate healthcare experience.
• ITIL certification.

Able to create complex analysis report for problem and Incident management to tell a story on how to remove obstacles, reduce MTRS, reduce incidents and eliminate toil by automation.                                                    

Benefits

• Transportation.
• Life insurance.
• Medical insurance.
• Solidarity association.
• Growth plans.
• Additional days off.