Sr Manager, Technology Support

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you! This position is responsible for leading and overseeing the delivery of technology support services across the entire enterprise. This includes establishing and implementing processes and controls to drive excellence in IT Service Management (ITSM) and ensure best-in-class service delivery with a customer-centric focus.This role

Oversees support mechanisms for organizational transitions, including mergers, acquisitions, and integration efforts, ensuring technology support aligns with strategic business goals.

Supervises incident response operations, serving as the pinnacle escalation point for critical issues.

Manage and supervise the IT support teams (Service Desk, App Support, Field Services), including hiring, training, coaching, performance evaluation, and disciplinary actions.

Establish and monitor IT support service level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction metrics.

Develop and implement IT support best practices, standards, and procedures, and ensure compliance with IT policies and regulations.

Coordinate and prioritize IT support requests, incidents, and problems, and ensure timely and effective resolution.

Provide technical guidance and expertise to the IT support teams and other IT staff, and escalate complex or critical issues to senior IT management or external vendors as needed.

Analyze and report on IT support performance, trends, and issues, and provide recommendations for improvement.

Handles procurement of equipment needed by all end users coordinating with Sr Director for approval and budget impacts.

Lead and participate in IT support projects and initiatives, and ensure alignment with the organization's IT strategy and roadmap.

Communicate and collaborate with other IT managers and stakeholders to ensure IT support alignment and integration with other IT functions and services.

Stay updated on the latest IT support trends, technologies, and best practices, and evaluate and implement new IT support solutions as appropriate.

May lead projects and perform other duties as assigned.

We are interested in speaking with individuals with the following

Bachelor's degree in Computer Science, Information Technology, MIS, or related field required.

Eight (8) plus years experience in Information Technology.

Three (3) plus years leadership responsibility.

Experience using Information Technology Infrastructure Library (ITIL) practices for change, incident and problem management.

Or equivalent combination of education and/or experience.

Deep knowledge of ITIL framework and adeptness in applying best practices in technology support to drive operational excellence.

Superior decision-making and problem-solving skills, enabling swift resolution of complex challenges while advancing strategic initiatives.

Exceptional communication skills, both written and verbal, tailored for effective engagement with team members, stakeholders, and clients at an executive level.

Skilled in articulating technical concepts to a diverse audience, ensuring clarity and strategic alignment.

Advanced ability in nurturing positive, strategic relationships with both internal and external stakeholders, facilitating seamless collaboration.

Demonstrated capability to lead interdisciplinary efforts for comprehensive problem-solving and innovation.

Proven expertise in guiding teams through significant transitions, enhancing adaptability and resilience within the technology support function.

A strong focus on elevating the end-to-end customer experience, driving satisfaction and loyalty through excellence in service.

Exceptional analytical skills for dissecting complex issues, identifying root causes, and implementing informed, strategic solutions.

Skilled in identifying, assessing, and mitigating risks, ensuring the stability and security of technology support services.

Unwavering commitment to making ethical decisions that reflect organizational values and uphold industry standards.

Determines appropriate resourcing of staff in order to achieve goals and objectives.

Builds an effective leadership team through mentoring and formal education that focuses on management and project management principles.

Defines annual Key Performance Indicators aligned with corporate goals.

Manages and mentors employees and/or managers on performance gaps, career development opportunities, and strategies.

Manages and coaches employees and/or managers on all human resource related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation and rewards.

Recognizes others’ contributions and share credit for success.

Owns attainment of high employee satisfaction and retention; lead development of program and initiatives within group to attain high employee satisfaction.

Prepare and manages budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance.

Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.

We value our team members and realize the importance of benefits for you and your family.

Modivcare offers a comprehensive benefits package to include the following:

Medical, Dental, and Vision insurance

Employer Paid Basic Life Insurance and AD&D

Voluntary Life Insurance (Employee/Spouse/Child)

Health Care and Dependent Care Flexible Spending Accounts

Pre-Tax and Post Tax Commuter and Parking Benefits

401(k) Retirement Savings Plan with Company Match

Paid Time Off

Paid Parental Leave

Short-Term and Long-Term Disability

Tuition Reimbursement

Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Modivcare is an Equal Opportunity Employer.

EEO is The Law - click here for more information (https://www.eeoc.gov/laws-guidance)

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at hr.recruiting@modivcare.com

Due to system issues, if you are unable to search for your application, please reach out to the Talent Acquisition team via email at hr.recruiting@modivcare.com and a member of the Talent Acquisition team will reach out to you within the next 48 business hours. We appreciate your interest in joining Modivcare!

Our goal isn’t a number. It’s a difference.

Modivcare is leading the transformation to better connect people with care, wherever they are. We serve the most underserved by facilitating non-emergency medical transportation (https://www.modivcare.com/offerings/nemt) and personal and home care (https://www.modivcare.com/offerings/personal-care) to enable greater access to care, reduce costs and improve outcomes.Please note, Modivcare will never ask any potential applicant for employment for any Personal Identifiable Information via social media. Additionally, Modivcare will never ask any applicant for money. Please be cautious of any individual posing as a recruiter for Modivcare requesting personal identifiable information. If you suspect someone is attempting to collect your personal information or solicits money from you via any social media platform, we encourage you to report such scammers to that platform.Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!