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    Enterprise IT Support Services Manager - Fort Lauderdale, United States - Convey Health Solutions

    Convey Health Solutions
    Convey Health Solutions Fort Lauderdale, United States

    1 week ago

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    Description

    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
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