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St. IT Support Manager
Location:
Fort Lauderdale, FL
Description:
Job Description OVERVIEW Sr. IT Support Services Manager is a technical management position responsible for daily/strategic planning, operation, administration, monitoring and maintenance of IT systems, networks, and enterprise applications. Candidate will also manage IT Command Center functions including: staff and developing Help Desk, NOC/Site Support team members; develop, administer, and maintain IT change/incident/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; ESSENTIAL DUTIES & RESPONSIBILITIES * Plan, establish, implement, and administer IT policies, standards, procedures, measurements, and controls. * Develop change management processes and regulate adherence. * Manager technical projects within the support environment (trouble tickets, service request escalations, timely resolution mgmt.). * 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 support problems and resolutions to determine trouble trends ( For Helpdesk, Desktop, Application, and Infrastructure). * Monitor, alert, and report on IT system, service, and application performance metrics. * 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. * 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. OTHER RESPONSIBILITIES * Develop and implement a framework to address NOC monitoring/alerting, business impact assessment, Help Desk problem management, and IT service request workflow (Improving efficiency thru metrics/methods or reports). * 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/projects and provide continuous improvement/updates and flexibility of the support function to assure service exceeds end user expectations. * Improve employee performance, efficiency, and productivity by continuous coaching/training. * 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. * Ensure technician adherence to company and IT policies and procedures. * Emergency escalation point 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/remote locations (When needed), and any other event that requires the schedule to be altered. Education/Experience * BA degree and/or equivalent combination of education and experience. * At least 5+ years' experience in a Help Desk/ Desktop environment and a minimum of 3+ years at the Manager, Project Manager, or Supervisor level. * Experience directing/managing a team of 5+ people. * ITIL and PMP best practices * Experience communicating with and supporting IT end users * Experience identifying and troubleshooting software problems * Experience working in a team environment
Posted:
March 27 on Broadbean
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More About this Listing: St. IT Support Manager
St. IT Support Manager is a Accounting & Finance IT Specialist Job located in Fort Lauderdale FL. Find other listings like St. IT Support Manager by searching Oodle for Accounting & Finance IT Specialist Jobs.
St. IT Support Manager is a Accounting & Finance IT Specialist Job located in Fort Lauderdale FL. Find other listings like St. IT Support Manager by searching Oodle for Accounting & Finance IT Specialist Jobs.