Manager IT Support
EMCOR

Norristown, Pennsylvania

Posted in Building and Construction


This job has expired.

Job Info


About Us:

EMCOR Building Services (EBS), a division of EMCOR Group, Inc., is responsible for the care and maintenance of facilities of every conceivable type across national portfolios, in both the public and private sectors. With unmatched experience, broad geographic reach, and local execution, EBS plans, installs, operates, and maintains the sophisticated systems that create facility environments. Our business is composed of over 9,000 skilled employees across EMCOR Mechanical Services, EMCOR Facilities Services, EMCOR Government Services, and MOR PPM.

Job Title: Manager, IT Support

Job Summary: EMCOR Business Services has a need for a Manager, IT Support in Norristown, PA.

The Manager, IT Support is responsible for oversight of the service desk the support of connectivity, access, and use of EBS's end user hardware and applications. The position is responsible and accountable for the team, response times, service levels, and operations of the service desk. Will also assess the technical needs of staff or clients.

The Manager, IT Support position will manage a team of technicians as well as work directly with their respective stakeholders to fully enable end users to utilize IT resources in the performance of their jobs. This includes the scheduling and oversight of after-hours coverage. Establishing and maintaining strong relationships across teams and with staff/clients and measuring service satisfaction levels.

This position will also be responsible for overseeing the equipment ordering and inventory process and ensuring timely and accurate deployment to the end users. This will include servers, PCs, peripherals, and mobile devices. The manager will assist with IT equipment sourcing and budgeting. Occasionally working with third parties to rectify issues. Identifying gaps in the support process and amending it accordingly

Essential Duties & Responsibilities:

  • Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues as well as ordering equipment. Act as escalation point for all requests and incidents. Develop and continuously improve the phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
  • Train, coach, motivate, and mentor Service Desk Technicians including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
  • Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
  • Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
  • Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
  • Manage and ensure compliance to all SOPs and Security Requirements

Qualifications:

Education and Experience
  • Bachelor's degree in Computer Sciences/Engineering, related discipline or the equivalent experience.
  • Minimum 2 years' experience managing a service desk and/or support team.
  • Minimum 5 years of progressive experience in the IT industry.
Technical Qualifications & Skills
  • Network Mapping
  • Vulnerabilty Patching/Resolution
  • Telecom/Internet Solutions
  • CarbonBlack
  • Ciso Meraki
  • Cohesity
  • CyberArk
Competencies
  • Strong analytical and logical reasoning skills.
  • Excellent organizational and time-management skills
  • Demonstrated results for solving customer problems and achieving high level of customer satisfaction.
  • Strong understanding of client/server and Web software architecture and design including SOA.
  • Strong attention to detail and excellent problem-solving abilities.
  • Ability to communicate effectively both written and oral with end-users and technical team and capability to write and revise standards and procedures.
  • Ability to work under pressure and multitask in a rapidly changing environment and clearly communicate expectation and priorities.
  • Excellent leadership and motivational skills.
  • Possess exceptional customer service skills.

EMCOR Business Services requires all employees who will be required to work onsite, whether regularly or sporadically to be vaccinated for COVID-19. This position will require the successful candidate to show proof of a complete COVID-19 vaccination. EMCOR Business Services is an equal opportunity employer and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.

We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled


This job has expired.

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