Enterprise IT Support Services Manager

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

Job Types: Full-time, Permanent

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 7 years

Schedule:

• Monday to Friday

Ability to Relocate:

• Fort Lauderdale, FL 33394: Relocate before starting work (Required)

Work Location: Hybrid remote in Fort Lauderdale, FL 33394