IT Support & Applications Manager
Posted Today by Randstad Digital
Negotiable
Undetermined
Remote
Remote or New York, New York
Summary: We are looking for a tech-savvy IT Support & Applications Manager to lead Level 1 and Level 2 Enterprise IT Services support operations at NYC Health + Hospitals. This role requires a blend of technical troubleshooting and customer service excellence, focusing on meeting Service Level Agreements (SLAs) and managing departmental budgets. The ideal candidate will have experience in help desk leadership and a commitment to continuous service improvement. This position is remote, offering flexibility in work arrangements.
Key Responsibilities:
- Understand the flow of information through Financial, Business, Clinical, and Infrastructure applications.
- Document, research, and troubleshoot reported issues and requests.
- Foster a business-oriented culture driven by continual service improvement techniques.
- Identify and act on opportunities for continuous improvement.
- Understand critical business processes for supporting EITS Applications.
- Triage requests or issues to ensure SLAs are achieved.
- Assist with the Enterprise Service Desk call volume when needed.
- Receive, prioritize, document, and actively resolve end user help requests and incidents.
- Triage requests and incidents to ensure accurate transfers and escalation per SLAs.
- Track open tickets and monitor ticket progress per SLA, closing tickets when resolved.
- Follow escalation and paging procedures to ensure SLAs are met.
- Provide support and services to users, resolving as many tickets as possible at levels 1 and 2.
- Ensure a positive user experience by meeting and exceeding customer expectations.
- Supervise and monitor staff.
- Plan, assign, and review the work of subordinates.
- Direct the preparation of departmental budgets in conjunction with other managers.
- Coordinate departmental activities to assure timely and economical project completion.
- Direct the preparation of cost estimates for current and proposed projects.
- Establish, review, and control documentation standards.
- Direct the collection and analysis of data and reports concerning departmental operations.
- Monitor daily quality of tickets.
- Perform other duties and/or special projects as assigned.
Key Skills:
- Baccalaureate Degree in Business Administration, Finance, Accounting, or related fields.
- Five years of progressively responsible experience in administration, office management, methods analysis, and systems analysis.
- General knowledge of computer and communication capabilities, E.D.P. applications, and data management techniques.
- Experience in data processing and management information systems.
- Strong troubleshooting and customer service skills.
- Ability to manage departmental budgets and staff effectively.
- Experience in meeting Service Level Agreements (SLAs).
- Excellent communication and interpersonal skills.
Salary (Rate): £46.00 hourly
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
We are seeking a highly organized and tech-savvy IT Support & Applications Manager to oversee our Level 1 and Level 2 Enterprise IT Services (EITS) support operations. In this role, you will lead a dedicated team of support staff ensuring the seamless operation and troubleshooting of NYC Health + Hospitals' core Clinical, Business, Financial, and Infrastructure applications.
This position bridges the gap between technical troubleshooting and customer service excellence. If you are an experienced help desk leader who thrives on meeting Service Level Agreements (SLAs), driving continuous service improvement, and managing both staff and departmental budgets, we want you on our team.
location: Telecommute
job type: Contract
salary: $55 - 61 per hour
work hours: 9pm to 7am
education: Bachelors
responsibilities:
General Tasks and Responsibilities Will Include:
- Understands the flow of information through the Financial, Business, Clinical and Infrastructure applications
- Responsible for documenting, researching and troubleshooting reported issues and requests
- Fosters a business-oriented culture and mindset driven by continual service improvement techniques
- Identifies and acts on opportunities for continuous improvement
- Understanding critical business process for supporting EITS Applications
- Triage requests or issues to ensure that our service level agreements (SLA) are achieved
- Assist with the Enterprise Service Desk call volume when needed
- Receive, prioritize, document and actively resolve end user help requests and Incidents
- Triage requests and Incidents to ensure accurate transfers and escalation, per service level agreements (SLA)
- Track open tickets and monitor ticket progress per SLA, close ticket items when resolve
- Follow escalation and paging procedures to ensure SLAs are being met
- Provide support and services to users, seeking to resolve as many tickets as possible at level 1 and 2
- Provide a positive experience to users through meeting and exceeding customer expectations, and engendering confidence that tickets will be resolved
- Supervise and monitor staff
- Plan, assigns and reviews the work of subordinates.
- Directs the preparation of departmental budgets in conjunction with other departmental managers.
- Coordinates the activities of the various segments of the department to assure timely and economical completion of projects.
- Directs the preparation of cost estimates for current and proposed projects, reflecting the cost of equipment, man and machine hours required.
- Establishes, reviews and controls documentation standards, including the development and control of forms.
- Directs the collection and analysis of data and reports concerning departmental operations, methods, personnel utilization, space and equipment.
- Monitor daily quality of tickets
- Perform other duties and/or special projects as assigned
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
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