IT Manager
Job Number: 25-05284
Job Number: 25-05284
Help people live their best lives. ECLARO is looking for an IT Manager for our client in New York, NY.
ECLARO’s client runs a continuous, dynamic, and first-rate delivery of IT services to the public sector - giving people greater access to technology, allowing them to achieve more in their ventures and soar to greater heights. If you’re up to the challenge, then take a chance at this rewarding opportunity!
Position Overview:
- In this role, the Manager oversees the implementation and management of our Incident and Problem Management initiatives within the organization, ensuring they meet business needs and adhere to ITIL best practices.
- This includes managing Incident and Problem Management aligning these services with business objectives, and leading continuous improvement initiatives.
- The role also monitors services performance, reports on key metrics, and may conduct training on ITIL practices.
- This person should stay current with emerging technologies and industry best practices related to outage management and technical support.
Responsibilities:
- Implementing and Managing ITIL-based service management practices: This involves setting up and maintaining the Incident and Problem management processes and procedures that support IT service delivery.
- Aligning IT services with business objectives: Ensuring that IT services are strategically aligned with the organization's overall business goals and priorities.
- Leading continuous improvement initiatives: Identifying areas for process improvement and implementing changes to enhance service delivery and efficiency.
- Coordinating with stakeholders: Working with both IT and business stakeholders to understand their needs, ensure alignment, and address any concerns.
- Monitoring and reporting on service performance: Tracking Key Performance Indicators (KPIs) and service level agreements (SLAs) to ensure that services are meeting agreed-upon standards and identifying areas for improvement.
- Ensuring compliance with ITIL standards: Adhering to the ITIL framework and best practices to ensure that IT services are delivered effectively and efficiently.
- Managing Incident processes: Overseeing the day-to-day operations of these processes to ensure that issues are resolved quickly and efficiently as well as.
- Providing leadership and guidance to the IT service team: Leading, supporting, and motivating team members to achieve their goals and contribute to the overall success of the IT service management program.
- Managing Service Level Agreements (SLAs): Defining and negotiating SLAs with customers to ensure that IT services meet their needs and expectations.
- Ensuring quality and customer satisfaction: Implementing quality control measures to ensure that IT services are delivered to a high standard and that customers are satisfied with the services they receive.
- Analyzing RCA reports and identifying root causes for improvement: Reviewing incident and problem data to identify patterns and trends and develop solutions to prevent future issues.
- Perform other related duties as assigned.
Required Qualifications:
- A Bachelor's degree; At least 4 or more years of management and support experience in End User computing applications and infrastructure.
- Work experience in healthcare or equivalent experience in complex organizations.
- Requires an in-depth knowledge of personal computing, Mac and Windows PC / Workstation based LAN systems, TCP / IP protocols personal computing, End User Infrastructure Support management tools, client functions and applications, excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, manage members of iMac team, and ability to manage vendor relationships.
- Qualified consultants must be able to effectively communicate with all levels of the organization.
Preferred Experience:
- Management Experience: Minimum of 5-7 years of experience in a managerial or related role.
- IT Systems and Processes: Understanding of how IT systems work, including networks, applications, and infrastructure.
- ITIL Framework: Knowledge of ITIL principles, processes, and best practices for managing IT services.
- Data Analysis and Reporting: Ability to collect, analyze, and interpret data to identify trends and make informed decisions.
- Troubleshooting and Problem Solving: Skills to diagnose and resolve IT issues effectively.
- Business Acumen: Understanding of the business environment, objectives, and how IT services contribute to them.
- Financial Management: Ability to manage budgets, track costs, and ensure efficient resource allocation.
- Risk Management: Identifying, assessing, and mitigating risks related to IT services.
- Strategic Thinking: Thinking proactively about how IT services can support business strategy and future needs.
- Communication: Strong written and verbal communication skills to convey information effectively to diverse audiences, including customers, stakeholders, and technical teams.
- Leadership: Ability to motivate, guide, and lead teams to achieve goals.
- Negotiation and Conflict Resolution: Skills to negotiate effectively with stakeholders and resolve conflicts constructively.
- Customer Service: Understanding of customer needs and expectations, and the ability to provide excellent service.
- Collaboration: Working effectively with other teams and departments to achieve shared goals.
- Analytical Skills: Ability to analyze complex situations and identify solutions.
- Critical Thinking: Thinking logically and making sound decisions based on available information.
- Adaptability and Continuous Improvement: Willingness to learn and adapt to new technologies and challenges, and to continuously improve IT services.
- Efficiencies:
- Excellent time management and organizational skills.
- Ability to work effectively under pressure and meet deadlines.
Salary: $150,000.00 - $175,000.00 / Year
If interested, you may contact:
Maria Navarro
maria.navarro@eclaro.com
513-725-0112
Maria Navarro | LinkedIn
Equal Opportunity Employer: ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.
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