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IT Support Process Manager

2 months ago

Tampa, United States Zenith American Full time

Title: IT Support Process Manager Department: IT Service Desk

Bargaining Unit: NBU Grade: N/A

Position Type: Exempt Hours per Week: 40

Position Summary

The IT Support Process Manager is responsible for the reporting-to-resolution process for escalated IT helpdesk issues, facilitates communication among end users and IT staff, managing our short-term contracted IT vendors (I.E. smart hands), as well as managing small to medium-sized IT projects. The ideal candidate has strong problem-solving skills, exceptional communication abilities, and a profound understanding of IT support processes

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."


Key Duties and Responsibilities

Escalation Management:

  • Serve as the primary point of contact for escalated IT helpdesk issues and own the IT escalation resolution process from start-to-finish for our end users.
  • Collaborate with onsite IT staff, third-party helpdesk services, and engineers to effectively resolve escalated issues.
  • Manage the escalation process, applying technical expertise and functional knowledge to design and improve IT escalation processes and procedures to improve efficiencies and ensure that issues are resolved within the established service level agreements (SLAs).
    • Creates standardized templates, forms, and steps for evaluations of new and current processes, procedures, and equipment.
    • Identifies opportunities for improved efficiencies and/or automation,
    • Proposes associated system and operational changes.
    • Oversees implementation of new processes.
    • Trains other employees in new and automated processes.

Project Management:

  • Owns small-to-medium IT projects that impact on our business and works with project managers (both from Business end as well as IT PMs) on medium-to-enterprise level IT projects as a subject matter or process expert
  • Develop, execute, and supervise IT projects to guarantee timely, within-scope, and within-budget completion.
  • Engage with stakeholders to gather project requirements, formulate project plans, and oversee progress.

Communication:

  • Maintain clear and consistent communication with stakeholders regarding the status and resolution of escalated issues.
  • Prepare and deliver regular reports on escalation metrics and project progress to IT management.

Problem Resolution:

  • Analyze and diagnose intricate technical issues, providing guidance and support to IT helpdesk personnel.
  • Develop and implement solutions aimed at preventing the reoccurrence of routine challenges.

Collaboration:

  • Collaborate closely with other IT team members to proactively identify and address systemic issues.
  • Cultivate robust working relationships with our internal business leaders and various IT groups, both internal and third-party, to ensure seamless and productive collaboration within our organization.

Documentation:

  • Maintain comprehensive records of escalated issues, resolutions, communication logs, and project documentation.
  • Regularly review and enhance IT support documentation and knowledge base articles as needed.

Training and Development:

  • Provide training and mentorship to the IT helpdesk staff regarding best practices for issue resolution, escalation procedures, and project management.
  • Stay abreast of industry trends and emerging technologies to enhance the helpdesk escalation process and project management practices.
  • Performs other duties as assigned.


Minimum Qualifications

  • Bachelor's degree in information technology, Computer Science, or a related field, or equivalent experience
  • Minimum of 3-5 years of experience in IT support, with at least 2 years in a helpdesk supervisor or coordination role.
  • Strong problem-solving and analytical skills.
  • Excellent verbal and written communication abilities.
  • Proficiency in using IT service management (ITSM) tools and project management software.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.


Preferred Qualifications

  • Experience with IT projects on an enterprise scale preferred.
  • Experience working with 3rd party IT MSPs/Contractors preferred.
  • Relevant certifications such as ITIL, CompTIA A+, PMP, or similar preferred.

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.


Working Conditions/Physical Effort

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift 15 pounds at times.
  • Willingness to travel 10-15% as required for project management and onsite support


Disability Accommodation

Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruiting Department at recruiting@zenith-american.com, and we would be happy to assist you.



Zenith American Solutions

Real People. Real Solutions. National Reach. Local Expertise.

We are currently seeking an experienced IT Support Processor Manager with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day.

Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 45 offices, and 1,500 professional staff nationwide. Zenith American Solutions was founded in 1944, and grown over the course of many decades by merging the unsurpassed experience of 17 national and regional Third Party Administrators. By combining resources, best practices and scale, Zenith American Solutions organization is even stronger and better than before

We realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more

Internals to Apply:

If you meet the minimum qualifications and are interested in applying for the above position, please submit an application.


Zenith American Solutions is an Equal Opportunity Employer. Zenith does not discriminate on the basis of race, religion, color, sex, physical or mental disability, gender identity, sexual orientation, age, national origin, pregnancy, status as a parent, veteran status or any other basis covered by appropriate law. All employment decisions on the basis of qualifications, merit, and business need.