IT Service Manager

3 weeks ago


New York, New York, United States Stone Alliance Group Full time
Job Title: IT Service Manager

We are partnering with our client, Stone Alliance Group, to assist with their search for an IT Service Manager. Our client is a leading organization dedicated to transforming the lives of children and families struggling with mental health and learning disorders.

Job Summary:

The IT Service Manager is responsible for the ongoing support of the organization's technology requirements while managing a team of IT support agents/technicians. This role requires a working knowledge of a wide variety of systems, hardware, software, and network applications.

Key Responsibilities:
  • Manage the professional growth and development of a team of IT technicians, including interviewing, selection, performance evaluations, and compensation.
  • Responsible for the employee onboarding process as it relates to technology.
  • Develops technical runbooks and end-user documents and manages support knowledge base.
  • Conducts technical training with staff on new processes, procedures, technology, and best practices.
  • Oversees licenses and hardware/software inventory.
  • Performs critical incident triage and provides level 1 and 2 runbook support.
  • Communicates critical issue updates to the organization when necessary.
  • Develops and maintains ongoing system and incident performance metrics and KPIs for executive review.
  • Performs general technical support across all verticals.
  • Performs installs, moves, add, changes, and decommission of computer and phone equipment.
  • Oversees ITSD incident logging, tracking, and reporting through resolution.
  • Manages agent scheduling and participates in ongoing incident support as needed.
  • Provides end-user training and education on technologies, best practices, and policies.
Qualifications:
  • Bachelor's degree in an IT-related field or 6 years of professional IT experience.
  • Mac OS desktop and iOS device experience in a networked environment.
  • Certifications for Cisco, Meraki, Palo Alto, Microsoft are highly desired.
  • Experience supporting multi-platform on-prem and SaaS environment.
  • Strong experience supporting MacBook and iOS in an Active Directory environment.
  • Strong knowledge supporting MDM platforms, i.e., Meraki, In-Tune.
  • Extensive experience supporting and configuring Microsoft Office 365.
  • Experience and familiarity with VPN client software.
  • Knowledge of Linux desktop and server platforms.
  • Knowledge of DHCP, DNS, TCP/IP, and Active Directory Administration.
  • Assist with IT deployment projects and integrations as required.
  • Ability to work occasional evenings or weekends in response to the needs of the end users and organization.
What We Offer:

The anticipated salary range for this position is $90,000-$112,000 annually. Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geography.

Our client is an equal opportunity employer and does not discriminate in employment based on race, religion, color, sex/gender, sex stereotype, gender identity, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, military or veteran status, or any other basis protected by federal, state, or local law or ordinance or regulation.



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