Job Description

IT Manager Help people live their best lives. ECLARO is looking for an IT Manager for our client in New York, NY. ECLAROs client runs a continuous, dynamic, and first-rate delivery of IT services to the public sector, giving people greater access to technology and allowing them to achieve more in their ventures and soar to greater heights. If youre up to the challenge, then take a chance at this rewarding opportunity! Position Overview In this role, the Manager oversees the implementation and management of our Incident and Problem Management initiatives, ensuring they meet business needs and adhere to ITIL best practices. This includes managing Incident and Problem Management aligning these services with business objectives and leading continuous improvement initiatives. The role also monitors services performance, reports on key metrics, and may conduct training on ITIL practices. This person should stay current with emerging technologies and industry best practices related to outage management and technical support. Responsibilities Implementing and Managing ITIL-based service management practices: setting up and maintaining Incident and Problem management processes and procedures that support IT service delivery. Aligning IT services with business objectives: ensuring that IT services are strategically aligned with the organizations overall business goals and priorities. Leading continuous improvement initiatives: identifying areas for process improvement and implementing changes to enhance service delivery and efficiency. Coordinating with stakeholders: working with both IT and business stakeholders to understand their needs and ensuring alignment. Monitoring and reporting on service performance: tracking KPIs and SLAs to ensure services meet agreed-upon standards. Ensuring compliance with ITIL standards: adhering to the ITIL framework and best practices. Managing Incident processes: overseeing day-to-day operations to resolve issues quickly and efficiently. Providing leadership and guidance to the IT service team: motivating and supporting team members. Managing Service Level Agreements (SLAs): defining and negotiating SLAs with customers. Ensuring quality and customer satisfaction: implementing quality control measures. Analyzing RCA reports and identifying root causes for improvement: reviewing incident and problem data to identify patterns and develop solutions. Perform other related duties as assigned. Required Qualifications A Bachelor's degree; at least 4 or more years of management and support experience in End User computing applications and infrastructure. Work experience in healthcare or equivalent experience in complex organizations. Requires an in-depth knowledge of personal computing, Mac and Windows PC / Workstation based LAN systems, TCP / IP protocols and personal computing, End User Infrastructure Support management tools, client functions and applications. Qualified consultants must be able to effectively communicate with all levels of the organization. Preferred Experience Management Experience: Minimum of 5-7 years of experience. IT Systems and Processes: Understanding of how IT systems work, including networks, applications, and infrastructure. ITIL Framework: Knowledge of ITIL principles, processes, and best practices for managing IT services. Data Analysis and Reporting: Ability to collect, analyze, and interpret data to identify trends and make informed decisions. Troubleshooting and Problem Solving: Skills to diagnose and resolve IT issues effectively. Business Acumen: Understanding of the business environment, objectives, and how IT services contribute to them. Financial Management: Ability to manage budgets, track costs, and ensure efficient resource allocation. Risk Management: Identifying, assessing, and mitigating risks related to IT services. Strategic Thinking: Thinking proactively about how IT services can support business strategy and future needs. Communication: Strong written and verbal communication skills to convey information effectively to diverse audiences. Leadership: Ability to motivate, guide, and lead teams to achieve goals. Negotiation and Conflict Resolution: Skills to negotiate effectively with stakeholders and resolve conflicts constructively. Customer Service: Understanding of customer needs and expectations, and the ability to provide excellent service. Collaboration: Working effectively with other teams and departments to achieve shared goals. Analytical Skills: Ability to analyze complex situations and identify solutions. Critical Thinking: Thinking logically and making sound decisions based on available information. Adaptability and Continuous Improvement: Willingness to learn and adapt to new technologies and challenges, and to continuously improve IT services. Efficiency: Excellent time management and organizational skills; ability to work effectively under pressure and meet deadlines. Salary $150,000.00 - $175,000.00 / Year Equal Opportunity Employer ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws. Referrals increase your chances of interviewing at ECLARO by 2x Contact Maria Navarro maria.navarro@eclaro.com 513-725-0112 LinkedIn #J-18808-Ljbffr Eclaro

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