Manager, Enterprise IT Support

Convey Health Solutions Holdings Inc.•Fort Lauderdale, FL

45d•$120,000 - $130,000

About The Position

The Enterprise IT Support Manager is responsible for the daily planning, operation, administration, and maintenance of enterprise applications, devices, and infrastructure systems. This includes computing, storage, networks, telecommunications, mobile devices, and output platforms. This position manages technical teams responsible for Help Desk (Tier I/Tier II), Network Operations Center (NOC), and Site Support services. Responsibilities include oversight of team performance, learning and development, and administration of Active Directory domain services and security. The role also facilitates ITIL-based processes, including incident, problem, change, asset, configuration, and service level management, as well as data protection activities. The Enterprise IT Support Manager oversees service request and incident ticket systems, infrastructure monitoring tools, and the development and maintenance of standard operating procedures, image standards, and guidelines. The position ensures service level performance metrics, dashboards, and reports are accurate and effectively communicated to leadership.

Requirements

Strong leadership and people management skills.
Demonstrated experience managing IT Service Desk and End User Support functions.
In-depth understanding of ITIL frameworks and IT Service Management best practices.
Strong technical knowledge in enterprise systems, applications, and infrastructure.
Proven ability to identify, analyze, and resolve hardware and software issues.
Excellent written and verbal communication skills.
Strong vendor and supplier relationship management experience.
Proven ability to perform in a fast-paced, team-oriented, and service-driven environment.
High level of accountability, urgency, and attention to detail.
Bachelor's degree in computer science, Management Information Systems (MIS), or a related field, or an equivalent combination of education and experience.
Minimum of 3-5 years of experience in a Technical Help Desk or Desktop Support environment.
Minimum of 3 years in a management role overseeing 8 or more direct reports.

Responsibilities

Plan, establish, implement, and administer IT policies, standards, procedures, and performance controls.
Develop and oversee change management processes, ensuring adherence to reporting, metrics, and compliance requirements.
Manage technical projects and coordinate deliverables across enterprise support functions.
Meet regularly with support teams to discuss performance, documentation, and timelines.
Supervise Enterprise IT Support teams to ensure timely, effective, and customer-focused service delivery.
Conduct performance evaluations, manage hiring and disciplinary actions, and recommend compensation adjustments.
Oversee Help Desk, Desktop, Application, and Infrastructure support to identify and resolve recurring issues.
Monitor, alert, and report on IT system and service performance metrics.
Ensure compliance with service level agreements (SLAs) and provide accurate performance reports.
Manage escalations for service requests and incidents to ensure timely resolution.
Communicate incident updates and root cause analyses to business units and stakeholders.
Develop and maintain deployment, provisioning, and support standards and procedures.
Collaborate with business departments to improve customer relations and support efficiency.
Provide training and guidance on new hardware, software, and support tools.
Maintain professional and courteous communication with staff, customers, and external partners.
Ensure compliance with all applicable federal, state, and local laws and company policies.
Participate in quality assurance, compliance, and continuing education programs as required.
Perform other related duties and responsibilities as assigned.
Develop and maintain a framework for NOC monitoring, alerting, business impact assessment, and IT service request workflow.
Create and update Help Desk, NOC, and Site Support documentation and knowledge bases.
Analyze performance metrics and implement improvements across IT support areas.
Review technician tickets for accuracy, adherence to policy, and coaching opportunities.
Conduct continuous improvement activities to enhance call resolution rates and end-user satisfaction.
Evaluate team performance using metrics, reports, and trend analyses.
Serve as an escalation point for critical incidents, including participation in after-hours and weekend rotations.
Manage staff scheduling, PTO, and shift coverage to ensure service continuity.
Oversee all Service Desk-related projects and communicate progress to leadership.
Enforce company and IT policy compliance among technical staff.

Benefits

health and welfare benefits
401(K) savings with employer matching
paid time off
life, AD&D and disability insurances
various ancillary benefits, such as pet insurance, virtual physical therapy, and employee assistance programs

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