Information technology support manager job description

Manage IT staff in Gettysburg. In addition, this individual shall:

• Maintain operational hours of coverage and after hours work as necessary.
• Coordinate with other teams to ensure activities in Gettysburg/Field Offices/HFDF/Secure sites are properly communicated.
• Report on support and project activities.
• Detect service and system outages and communicate this to management and end-users.
• Ensure operational tasks are completed (log reviews, backups, ticket reviews, checklists, etc.).
• Ensure escalated service requests are handled in a timely manner.
• Coordinate and collaborate operational activities with all IT teams (e.g., Engineering, Tailored Platforms, Security, etc.).
• Coordinate projects across technical teams.
• Coordinate systems upgrades and software deployments.
• Ensure patches are installed and verified on all systems in accordance with the service levels in Technical Exhibit 3.
• Provide end-user communication for service outages, system upgrades, service improvements, service implementation, and service retirements.
• Provide proper capacity planning.
• Develop standards for workstations, mobile devices, printers, and other devices routinely procured by the FCC.
• Identify areas for process improvements

Required Skills:

• US Citizen
• Public Trust/Sensitive Clearance
• Certification: ITIL Foundation required; PMP and ITIL Certified - Service Capability preferred
• Education and experience: BS and 8 years of IT operations experience, or 11 years of IT operations experience.
• Skills: Expert knowledge of IT standards and methodologies.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.
ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

The 'Apply with SEEK' option will be utilized for International applicants, mainly Australia. If this does not apply to you please use the 'Apply' option.
IT Desktop Support Manager

IF YOU CARE, THERE'S A PLACE FOR YOU HERE

For a career path that is both challenging and rewarding, join Sedgwick's talented team of 27,000 colleagues around the globe. Sedgwick is a leading provider of technology-enabled risk, benefits and integrated business solutions. Taking care of people is at the heart of everything we do. Millions of people and organizations count on Sedgwick each year to take care of their needs when they face a major life event or something unexpected happens. Whether they have a workplace injury, suffer property or financial loss or damage from a natural or manmade disaster, are involved in an auto or other type of accident, or need time away from work for the birth of a child or another medical situation, we are here to provide compassionate care and expert guidance. Our clients depend on our talented colleagues to take care of their most valuable assets-their employees, their customers and their property. At Sedgwick, caring counts®. Join our team of creative and caring people of all backgrounds, and help us make a difference in the lives of others.


PRIMARY PURPOSE:
To manage day-to-day desktop support activities of a regional desktop support team which includes; leading the daily operations resolving reported incidents and requests, end user satisfaction; provide guidance and training to team members, recommendation and development of support standards, provide administrative guidance and controls ensuring quality, thorough analysis, timely delivery and productivity; and to assist with strategic planning.


ESSENTIAL FUNCTIONS and RESPONSIBILITIES


Oversees support of hardware, software, and network applications through interaction with business users, stakeholders, IT project managers, IT analysts, and IT development staff. Provides leadership, direction to IT team members. Ensures support processes and procedures are adhered to. Ensures departmenta l objectives are met. Works with stakeholders to manage project priority and planning. Actively engages stakeholders and other organizational leaders to ensure satisfaction with service delivery. Oversees department projects ensuring on-time and on-budget delivery.


ADDITIONAL FUNCTIONS and RESPONSIBILITIES


Performs other duties as assigned. Supports the organization's quality program(s). Travels as required.


SUPERVISORY RESPONSIBILITIES


Administers company personnel policies in all areas and follows company staffing standards and training recommendations. Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions. Provides support, guidance, leadership and motivation to promote maximum performance.


QUALIFICATIONS



Education & Licensing


Bachelor's degree from an accredited college or university preferred. Information Systems or Computer Science major preferred.


Experience


Ten (10) years of related experience or equivalent combination of education and experience required to include five (5) years of desktop support, systems analysis, quality assurance, project management, or technical support experience and three (3) years of supervisory experience.


Skills & Knowledge


Knowledge of ITIL support processes Specific knowledge for IT project management High level of self-motivation Oral and written communication, including presentation skills PC literate, including Microsoft Office products Ability to work in a team environment and independently Ability to meet or exceed Performance Competencies


WORK ENVIRONMENT


When applicable and appropriate, consideration will be given to reasonable accommodations.


Mental
:
Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines


Physical
:
Computer keyboarding, travel as required


Auditory/Visual
:
Hearing, vision and talking


NOTE
:
Credit security clearance, confirmed via a background credit check, is required for this position.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

• Exemplifies the Core Values of Accanto Health employee performance.
• Provides insight, leadership, recommendations and acts in partnership with leaders and staff from across all functional areas.
• Enhance and evolve ITIL/ITSM processes and procedures based on technology initiatives and business needs.
• Ensure support staff are following ITIL/ITSM procedures and meeting established SLA's, PKI's and business expectations.
• Manage IT Expansion Team in the success of new site expansions; buildouts; vendor relationships; product selections; etc.
• Direct IT Project Management for the following:
  
  • Work with vendors and internal staff to coordinate IT initiatives.
  • Work alongside Admin Team, IT Infrastructure Manager, IT EHR Manager and VP of IT to ensure successful end to end project completion.
• Supervise vendor support to establish strong internal processes, procedures, and support.
• Partner with 3rd party vendors to deliver technology needs and understand capabilities and enhancements as new features are made available.
• Communicate High Priority outages and resolution on a timely basis to staff to minimize service disruptions for any incidents within IT Support Team scope.
• Provide leadership reporting and statistics for incident response and outage resolutions related to IT Support.
• Identify support trends related to problem and incident, and work with others to identify long term solutions to recurring issues.
• Coach and mentor IT support staff and ensure accuracy and quality of service output.

Qualifications:

• Bachelor's degree (BA/BS) or equivalent strongly desired, or relevant analytical/technical experience.
• 2+ years' experience working in a healthcare or behavior health environment is strongly preferred.
• 2+ years' experience managing a team of IT staff and experience working within IT organizational changes.
• Intermediate knowledge of MS Office programs with ability to learn new applications
• Project management experience.