Senior Manager, IT Support Services - Rockville, MD
4 weeks ago
Job summary
The Senior Manager IT Support Services is responsible for leading and managing a team of IT Support Services personnel overseeing daily operations and improving processes to meet Service Level Agreements SLAs and organizational goals ensuring high levels of customer satisfaction This role will be responsible for setting team goals managing staff performance training and development and handling escalated technical issues associated with various IT platforms The Senior Manager of IT Support Services will also lead and oversee all IT support elementsResponsibilities
- Develop and implement support strategies policies and procedures aligned with departmental and organizational goals li Monitor ticketing system to ensure incidents requests are prioritized resolved documented according to established SLAs li Serve as the escalation person for other support services team members working closely with the team to resolve problems provide mentoring li Analyze performance metrics user feedback identify trends improvement opportunities li Oversee onboarding new personnel from an IT standpoint Collaborate with the Infrastructure Security Applications teams escalate resolve complex technical issues Manage vendor relationships technology tools supporting operations ticketing system software remote support etc Establish maintain Key Performance Indicators KPIs dashboards monthly reports leadership review Maintains accurate asset inventory end-to-end asset management process accessible information database automated on-demand management reporting Troubleshoot diagnose resolve high-level technical hardware software issues Drive initiatives enhance customer satisfaction automation self-service capabilities Ensure compliance governance data privacy security policies Maintains knowledge base documentation installation software configuration hardware problem troubleshooting Schedule proactively manage regular hardware software upgrades employees Install test configure personal computer devices peripheral equipment software Identify implement improvements procedures processes Other responsibilities projects assigned h2 Supervisory Responsibilities h2 ul
- Provides leadership management effective manner consistent Company Values defined Corporate Objectives Understands Company Policy procedure guide direct reports appropriately /li ul h2 Knowledge Qualifications h2 ul
- Bachelors degree information technology computer science comparable certifications minimum seven years experience Strong knowledge frameworks service management principles incident service request ticketing system Proven ability lead fastpaced environment Capable innovative initiatives process improvement standardization Lead deep working knowledge Microsoft Windows compatible applications enterprise environment Hands-on experience mobile devices Experience Endpoint Client Security software Ability translate technical non-technical audiences Selfstarter work independently comfortable working team environment Maintain Supernus Values interactions employees vendors customers others Authorized legally US without visa sponsorship /li ul p Physical Requirements Work Environment Travel Requirements p ull Position require prolonged sitting standing walking reaching twisting turning kneeling bending manual dexterity handeye coordination repetitive hand movement using keyboard mouse The worker required close visual acuity perform activity such preparing analyzing data figures transcribing viewing screen iPad electronic device extensive reading The worker substantially exposed adverse environmental conditions /p Compensation At Supernus offer competitive compensation package reflects experiences contributions Expected salary range qualified candidates applying role $130000 $150000 range reflective full compensation scale range modified future An individuals salary based factors including education relevant experience length industry experience organizational needs Participate competitive benefits package health dental vision paid time off 401k company match company life insurance wellness benefits Total compensation package includes other elements stock equity awards employee purchase programs participation discretionary annual bonus program
Job description
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