Sr. Manager, IT Service Desk

3 weeks ago

Miami, Florida, United States UOMUOMUS Full time
Current Employees:

If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.

*REMOTE*

The University of Miami Health System, "UHealth", IT Department has an exciting opportunity for a Sr. Manager, IT Service Desk. The Sr. Manager, IT Service Desk leads a team to design, implement, and optimize endpoint solutions to ensure the security, performance, and efficiency of our organization's endpoint infrastructure. This incumbent oversees the management of endpoint devices, including desktops, laptops, mobile devices, and IoT devices, while implementing and maintaining endpoint security measures. Moreover, this person collaborates with cross-functional teams to develop and implement endpoint management strategies, policies, and procedures, ensuring alignment with business objectives and compliance requirements. Additionally, the Sr. Manager evaluates emerging technologies to enhance endpoint security and performance, while providing leadership and guidance to the endpoint solutions team.

  • Leads a team of endpoint solutions engineers to design, implement, and support endpoint infrastructure across the organization.
  • Develops and implements endpoint security strategies, policies, and procedures to mitigate security risks and ensure compliance with regulatory requirements.
  • Oversees the management and maintenance of endpoint devices, including desktops, laptops, mobile devices, and IoT devices.
  • Evaluates, recommends, and implements endpoint security solutions, including antivirus software, endpoint detection and response (EDR) tools, and endpoint management platforms.
  • Collaborates with cross-functional teams to integrate endpoint solutions with other security and IT systems, such as network security, identity and access management, and security information and event management (SIEM) systems.
  • Defines and tracks key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of endpoint security solutions.
  • Conducts regular security assessments and audits of endpoint infrastructure to identify vulnerabilities and areas for improvement.
  • Leads incident response efforts related to endpoint security incidents, including investigation, containment, and remediation.
  • Stays current with industry trends, emerging threats, and best practices in endpoint security, and recommends proactive measures to enhance security posture.
  • Provides leadership, guidance, and mentorship to the endpoint solutions team, including performance management and professional development.
  • Collaborates with procurement and vendor management teams to evaluate and select endpoint security vendors and solutions.
  • Develops and manages the endpoint security budget, including forecasting, planning, and tracking expenses.
  • Develops and maintains documentation, standards, and procedures for endpoint security operations and support.
  • Communicates effectively with stakeholders, including senior management, IT teams, and end users, to provide updates on endpoint security initiatives, projects, and incidents.
  • Manage and lead the Help Desk team, including training coordinating work schedules/coverage.
  • Develop and implement standard operating procedures and policies for the team.
  • Oversee the day-to-day operations of the Help Desk, including prioritizing and delegating tasks.
  • Monitor Help Desk metrics to ensure that service level agreements (SLAs) are met.
  • Ensure that Help Desk staff provide timely and effective support.
  • Implement and maintain ITIL (Information Technology Infrastructure Library) best practices.
  • Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.
  • Ensures employees are trained on controls within the function and on University policy and procedures.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

MINIMUM QUALIFICATIONS:

  • Bachelor's degree in relevant field
  • ITIL Foundation certification is a plus.
  • 5+ years of experience in an IT support role, with at least 3 years in a leadership or managerial position.
  • Experience with ServiceNow (or other similar IT Service Management platforms).
  • Experience in managing remote teams.
  • Prior experience in the industry or sector (such as healthcare, finance or government).
  • Knowledge of ITIL best practices.
  • Knowledge of business and management principles.
  • Ability to direct, manage, implement, and evaluate department operations.
  • Ability to establish department goals, and objectives that support the strategic plan.
  • Ability to effectively plan, delegate and/or supervise the work of others.
  • Ability to lead, motivate, develop, and train others.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

H15

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