IT Support Manager

Company: inSync Staffing
Location: New York
Posted on: March 20, 2023

Job Description:

Responsibilities

• 
  
• Lead a team of IT support personnel in our New York, Fort Worth, and London offices
  
• Highly visible role, must maintain partnerships with all user groups and senior leaders
  
• Implement and manage ITIL practices for Incident Management, Change Management, Problem Management, Asset Management
  
• Instill a service culture across the IT team that focuses continuously on improving the service that the team provides to the business
  
• Help develop and leverage service desk best practices, and problem management to drive continual process improvement culture.
  
• Manage and maintain applications and patching levels.
  
• Manage team performance through standard metrics and SLAs
  
• Daily management of all incidents and requests
  
• Manage IT assets for the Service Desk operation including vendors, hardware, software, licensing, and services.
  
• Ensure the highest levels of quality and excellent customer service is being delivered
  
• Ensure that security policies, practices and controls are adhered and properly applied in the environment
  
• Lead and manage projects directly related to end user computing
  
• Establish and maintain processes and procedures that guarantee positive and predictable outcomes
  
• Understand and adhere to the Company's risk and regulatory standards, policies, and controls.
  
• Design, implement, maintain, and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management.
  
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  Qualifications
  
  
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  • At least 5 years managing an IT support team using ITIL best practices
    
  • Ability to work autonomously yet integrate appropriately with the teams
    
  • Highly organized, efficient, and able to work to tight deadlines in a high-pressure environment
    
  • Have exceptional verbal and written communication skills
    
  • Excellent planning, organizational, implementation, and follow-up skills required
    
  • Highly analytical with excellent problem-solving ability
    
  • Experience providing end user support services in a financial environment
    
  • Must be able to work with VIP users and top executives in the firm and provide white-glove service
    
  • Must be available to work after hours as necessary
    
    
    
    Technical Requirements:
    
    
    • 
      
    • Extensive experience with Microsoft Windows and Office platforms
      
    • Active Directory / Office 365 Administration
      
    • VDI Management Experience (AWS workspaces preferred) --- ITIL - based Ticketing system experience (ServiceNow preferred)
      
      Preferred:
      
      
      • 
        
      • ITIL ITSM Certified
        
      • PowerShell/Scripting/Automation
        
      • SCCM/Intune/Kaseya (or similar product) administration, engineering, architecture, and design
        
      • Experience with Image design, deployment, analysis, and troubleshooting
        
      • Proven experience with Experience monitoring tools (Liquidware Stratusphere)
        
      • Degree in a Computer Science, Engineering or equivalent
        
      • Additional technical certifications desirable
        
        Benefits (employee contribution):
        Health insurance
        Health savings account
        Dental insurance
        Vision insurance
        Flexible spending accounts
        Life insurance
        Retirement plan
        
        All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Keywords: inSync Staffing, New York , IT Support Manager, IT / Software / Systems , New York, New York