Shire Jobs

The Senior Manager, Enterprise IT Support Services 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; ESSENTIAL DUTIES AND RESPONSIBILITIES * Plan, establish, implement, and administer IT policies, standards, procedures, measurements and controls. * Develop change management processes and regulate adherence. * 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. EDUCATION AND EXPERIENCE * Bachelors’ Degree in Computer Science or MIS and/or equivalent combination of education and experience. * Four to six years of experience in a Help Desk/DeskTop environment. * Minimum 5 year of experience at a Manager, Project Manager and/or Supervisor level. * Demonstrated experience managing a team of 10+ employees. * ITIL and PMP best practices. * Experience communicating with and supporting IT end users. * Experience identifying and troubleshooting software problems. * Experience working in a team environment. EDUCATION AND EXPERIENCE * Bachelors' Degree in Computer Science or MIS and/or equivalent combination of education and experience. * Four to six years of experience in a Help Desk/DeskTop environment. * Minimum 5 year of experience at a Manager, Project Manager and/or Supervisor level. * Demonstrated experience managing a team of 10+ employees. * ITIL and PMP best practices. * Experience communicating with and supporting IT end users. * Experience identifying and troubleshooting software problems. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Convey Health Solutions, Inc.

Ft Lauderdale, FL