About the position
The Manager of Systems and Support is responsible for leading and managing the IT Engineering team and the Helpdesk System. This role ensures the efficient operation of IT systems, provides strategic direction for systems support, and enhances overall IT service delivery to meet organizational goals. Additionally, this role includes oversight of processes and reporting, due diligence, and conducting audits.
Open to all races.
RESPONSIBILITIES:
Team Leadership:
- Supervise, mentor, and develop the IT Engineering team and Helpdesk staff.
- Conduct regular performance evaluations and provide feedback.
- Foster a collaborative and high-performing team culture.
Systems Management:
- Oversee the installation, configuration, and maintenance of IT systems.
- Ensure system reliability, security, and performance.
- Develop and implement IT policies and procedures.
Support Operations:
- Manage the Helpdesk System to ensure timely and effective resolution of IT issues.
- Monitor support metrics and KPIs to identify areas for improvement.
- Develop training materials and conduct user training sessions.
Processes and Reporting:
- Establish and maintain processes for system management and support.
- Generate regular reports on system performance, support activities, and team productivity.
- Present findings and recommendations to senior management.
Due Diligence and Audits:
- Conduct regular audits of IT systems and processes to ensure compliance with standards.
- Perform due diligence on new technologies and vendors.
- Ensure adherence to security protocols and data protection regulations.
Strategic Planning:
- Collaborate with senior management to align IT strategy with business objectives.
- Identify and recommend new technologies to improve efficiency and effectiveness.
- Prepare and manage the IT budget.
???????Vendor Management:
- Manage relationships with external vendors and service providers.
- Negotiate contracts and ensure compliance with service level agreements.
EXPERIENCE & QUALIFICATIONS:
- Minimum of 5 years of experience in IT management or a related role.
- Proven experience in managing IT teams and Helpdesk operations.
- Hands-on experience with Microsoft 365 suite and related technologies.
- Bachelor's degree in information technology, Computer Science, or a related field.
- Microsoft 365 certifications, such as Microsoft Certified: Modern Desktop Administrator Associate or Microsoft Certified: Security, Compliance, and Identity Fundamentals.
Desired Skills:
Desired Qualification Level:
About The Employer:
The company provides consulting, actuarial and administration expertise in the healthcare and retirement fund environments, and this extends to financial planning for individuals. This allows the company to provide an end-to-end solution across the healthcare, retirement fund and financial planning needs of employers and their employees.
