Manager Enterprise IT Support Services

The Enterprise IT Support Services Manager is a technical management position responsible for daily and strategic planning, operation, administration, monitoring and maintenance of IT systems, networks, and enterprise applications. Manages IT Command Center functions including: staff and develop Help Desk, NOC, and Site Support team members; develop, administer, and maintain IT change, incident, and problem management systems, applications, tools, procedures, and knowledgebase; analyze, trend, and communicate IT service level performance metrics pertaining to system availability, trouble tickets, and service request activities; implement continuous process improvement to assure quality IT support services; maintain software, hardware and resources inventory.

DUTIES AND RESPONSIBILITIES

• Plan, establish, implement, and administer IT policies, standards, procedures, measurements and controls.
• Develop change management processes and regulate adherence.
• 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 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.
• Manager technical projects within the support environment.
• Supervise IT Command Center and Site Support teams to ensure timely and effective responses to user and business needs.
• Conduct performance evaluations; make hiring and disciplinary decisions and salary recommendations.
• Meet regularly with support staff to discuss deliverables, timelines, and documentation.
• 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.
• Conform with and abide by all regulations, policies, work procedures and instructions.
• Responsible for compliance with all federal, state and local laws, rules and regulations affecting Company.
• Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company.

Requirements

• 5 years experience in a Help Desk/ Desktop environment and a minimum of 3 years at the Manager or Supervisor level.
• Experience managing a team of 10+ distributed people. At least 3 years of IT Management experience

About Us

Convey Health Solutions manages a myriad of administrative needs and make it easier for health plans to operate and provide valuable experiences for their members. How so? We focus on building specific technologies and services that uniquely meet the needs of government-sponsored health plans