IT Support Manager Resume Samples

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G Frami

Gunner

Frami

17493 Brenna Road

Chicago

+1 (555) 785 3024

17493 Brenna Road

Chicago

Phone

p +1 (555) 785 3024

Experience Experience

San Francisco, CA

IT Support Manager

San Francisco, CA

Larson Group

San Francisco, CA

IT Support Manager

Manage a team of technical support personnel within our AirSupport group including hiring, performance management, and career development
Manage and develop project plans for streamlining IS services and Network Architecture
Formulate performance improvement plans and make termination decisions as necessary
Design and execute projects to improve systems and operations
Partner with lab managers for configuration and operation of workstations
Manage vendor relationships for key support team focused technology providers
Work with the IT leadership team to define goals and objectives, and to ensure that standard operational procedures are established to meet those goals

Chicago, IL

Manager IT Support Manager

Chicago, IL

Rice and Sons

Chicago, IL

Manager IT Support Manager

Develop and continuously improve upon Service Desk policies and procedures
Administer disciplinary actions such as verbal warnings, written warnings and performance improvement plans, as well as terminating when necessary
Work with global leadership to stay informed and address all issues with Service Desk staff around the globe
Work with the various IT groups and the business to test IT solutions to ensure that IT problems have been adequately resolved
Monitor daily utilization for all global Service Desk staff to ensure work load is evenly distributed
Assist in creating individual and team goals and oversee to ensure goals are met
Create knowledge base articles for use by customers and technical staff

present

Los Angeles, CA

Executive IT Support Manager

Los Angeles, CA

Armstrong-Beahan

present

Los Angeles, CA

Executive IT Support Manager

present

Provide feedback to management concerning possible problems or areas of improvement
Create documentation for processes developed
Provides integrated and project management support for all technology platforms
Provides analysis and technical solutions to a variety of problems that are routinely encountered under normal business activities
Responsible for maintaining, configuring, and upgrading computer systems. Performs complex computer repairs and coordinates vendor support for more critical repairs
Manage all Video Teleconference equipment providing the site with high quality customer support including facilitation, scheduling and technical support for multiple systems
Performs installation and testing of software products individually and/or as part of a team

Education Education

Bachelor’s Degree in Computer Science

Illinois State University

Bachelor’s Degree in Computer Science

Skills Skills

Strong knowledge of Windows operating systems and office applications including mobile devices
Good ability to build relationships and communicate well with a diverse employee base
Demonstrated ability to execute basic financial analysis, such as ROI
Exceptional ability to see scope of processes and the ability to analyze upstream and downstream impacts
Exceptional ability to perform well in team environment, with staff at all levels, to achieve business goals
Exceptional ability to multi-task and prioritize
Exceptional ability to handle deadline oriented project demands as well as manage multiple initiatives
Citrix proficiency $
Apple Certified Support Professional (ACSP)
Exceptional attention to detail

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IT Support Manager Resume Examples & Samples

Bachelors Degree, ideally in IT Technology or Computer Science
CompTia A+, MCP or equivalent certification(s)
At least three (3) years' IT support experience in an enterprise organization with a retail focus and an ERP system such as SAP
Windows XP, Windows 7 proficiency
Mac OSX knowledge
MS Office 2010, 2011 and 365
Familiarity with Network Protocols, e.g. TCP/IP
Experience with LAN/WAN Ethernet Technology
Citrix proficiency $

IT Support Manager Resume Examples & Samples

Manage a team of technical support personnel within our AirSupport group including hiring, performance management, and career development
Monitor service level metrics and response times and re-direct team activities as needed
Design and execute projects to improve systems and operations
Develop and document new support and operations processes
Oversee the team managing hardware and software purchasing (including new employee onboarding technology setup) for San Francisco and the Americas
Maintain accurate asset management records
Support Airbnb employees in resolving problems with IT, AV and Communications systems
Collaborate with AirSupport Managers around the globe to align processes and procedures and adopt global best practices
Experience with Munki & Puppet on OS X
Knowledge of ITIL best practices
Knowledge of and experience with the specific products used at Airbnb, including: Apple hardware, Adobe Creative Suite, Box, Google Apps, Munki & Puppet on OS X, OneLogin, Jira Service Desk

Regional IT Support Manager Resume Examples & Samples

Manage a team of technical support personnel within our AirSupport group including hiring, performance management, and career development
Monitor service level metrics and response times and re-direct team activities as needed
Design and execute projects to improve systems and operations
Develop and document new support and operations processes
Oversee the team managing hardware and software purchasing (including new employee onboarding technology setup) for San Francisco and the Americas
Support Airbnb employees in resolving problems with IT, AV and Communications systems
Collaborate with AirSupport Managers around the globe to align processes and procedures and adopt global best practices

IT Support Manager Resume Examples & Samples

Manage, coach and train a growing team of IT support personnel in day-to-day helpdesk technical support providing global employee support
Manage installation and maintenance of hardware and software
Support local and global users’ IT needs for training, problem resolution, connectivity, hardware and software upgrades
Partner with managers and develop budgets based on needs for software, equipment, security functions for desktop and conference room environments
Responsible for short and long-term plans and rollout for hardware, operating systems, and product implementation, day-to-day integrity, and operation of PC and workstations
Manage projects relating to lab workstations including imaging, deploying, upgrading and securing
Collaborate with vendors, employees, and IT staff to provide technical solutions
Manage helpdesk ticket tracking system to ensure strong service level delivery; JIRA experience preferred
Identify problem areas and develop solutions to enhance quality and to prevent future problems
Manage and develop project plans for streamlining IS services and Network Architecture
Assume full project management responsibilities for IS/IT implementations, upgrades, migrations and installations
Strong ability to address IT challenges and implement quick solutions with a focus on continuous improvement and the company’s long-term IT needs while maintaining service levels
Strong knowledge of Windows operating systems and office applications including mobile devices
Able to create training materials and train users on Windows software, phones and network connectivity
Experience supporting Linux / Windows environment
Expertise in Tier 3 Desktop support and Windows server support
Experienced with automated software deployment and asset management
Experience administering and troubleshooting Active Directory Domain (TCP/IP, DHCP, DNS, WINS) Network
Experience administering MS Outlook in MS Exchange and Office 365 environment and experience with Linux/UNIX, routers, firewalls, bridges, hubs and switches
Partner with lab managers for configuration and operation of workstations
Provide new application ideas to engineering to drive efficiency and productivity
Knowledge in managing expenses for computer equipment within budget
Support global users with technical advice and problem resolution
Good ability to build relationships and communicate well with a diverse employee base
Experience in Mentoring and training IT support team
Must be quick to learn and able to work in a fast paced environment under stressful conditions
Bachelor’s degree Information Systems/Computer Science and 5 years’ experience in desktop systems admin supporting Windows with 3 years IT management experience; engineering environment preferred

R&D IT Support Manager Resume Examples & Samples

Own the technical support for all research applications that run in our environment
Compile, install, and configure complex enterprise scientific applications
Handle escalated technical issues and be seen as the technical go-to person
Manage vendor escalations to resolve technical issues
Collaborate with Managed Service Provider (MSP) partners responsible for IT core support services and operations as required
Collaborate with cross functional groups of experts in other parts of our IT organization
Form close working relationships with front-line support staff on the network, database, and systems teams
8+ years of systems administration responsibility, collaborating closely with and/or managing technical IT teams
Direct experience administering common scientific applications and laboratory software. (e.g. Matlab, R, Spotfire, Pipeline pilot, ChemReg, D360, Schrodinger, LIMS)

Ntpa IT Support Manager Resume Examples & Samples

Management leadership role responsible for covering 4 global product lines, which include NTPA, FX Operations, OTC settlements and Asset servicing
Manage a team of 17 staff members locally, to provide support for customized and proprietary back office trade settlement applications. Guide and collaborate with global support teams in various geographical locations
Act as the Raleigh site lead for Global Operations Solutions Delivery Production and Performance (GOSD P&P) team
Perform senior stake holder management across various IT and business on production support and application stability areas
Oversee day-to-day operations and provides vision, leadership, and direction to the team
Effectively hire, train, evaluate, mentor and develop staff to reach their fullest potential while creating a positive, high performance and professional environment
Demonstrate and foster an environment of effective collaboration and teamwork with particular focus on collaborative relationship building with other IT and Business leaders and teams
Allocate work to staff, plan, communicate, evaluate and manage performance by staff
Assess needs for technical development of staff and provide formal or informal training opportunities to staff
Perform management functions such as managing Incident calls, conducting post-mortem meetings, liaising with the business on MyIncident tickets etc
Work with the Business/Service Continuity Management and other internal/external agencies to demonstrate firm’s Disaster Readiness compliance
Confer with management of client groups, who uses the applications supported by the group, and assess uptime, productive use of applications, and needs for further development or enhancements to make applications more useful
Plan and conduct regular or periodic meetings of staff responsible for maintaining applications in production to assess issues or bugs and plan strategy for addressing them
Work across a broad range of stake holders to ensure uninterrupted service to the clients

Local IT Support Manager Resume Examples & Samples

Offer on-site support to the studio employees on hardware and standard software
Build, deploy and maintain new workstation and build machine environment for employees according to group standards
Manage and maintain local IT infrastructure when required
Train and advocate IT and Security best practices/standards to studio employees
Interact with external vendors and internal partners during problem resolution
Take active part in the tracking and updating of the hardware and software asset inventory
Update and maintain a knowledge base on newly diagnosed problems and issues
Polytechnic or University Degree in Information Systems or equivalent related experience
2+ year(s) of experience of leadership or management experience in a technical support context
5+ years of experience in a technical support to end user position
Technical certifications an asset (CCNA/MTA/MSCA/CompTia/etc)
ITIL certification an asset

Office & IT Support Manager Resume Examples & Samples

3-5 years of management experience preferred
5-8 years relevant work experience preferred
Preferred work experience with the basic foundations for project methodology, ITIL and/or other continuous improvement tools
Excellent written and verbal communication skills, strong customer focus
Experience in software and platform troubleshooting and problem solving
Shows an interest or ability to write queries for SQL Databases
Strong analytical skills with the ability to support concepts and theories for various projects
Aptitude to communicate concepts, systems and procedures in a training environment
Excels in a team and collaborative environment
Experience with both PC and Apple platforms

IT Support Manager Resume Examples & Samples

Lead and manage a team of 10 or more Technical Support Analyst to meet departmental goals via appropriate allocation of workload and effective resource management
Interview, select, train, and develop new employees
Provide technical support to SolarCity employees
Facilitate customer resolution for escalated calls and engage the necessary technical support
Develop roadmap for IT Support and drive projects to implement the roadmap
Oversee and implement change management and incident management processes
Develop standard operating procedures for the tech support team to decrease response time and improve stability
Collaborate with business owners to build partnership and solutions
Manage rotating "on call" schedule and Global Operation Center to ensure there is no disruption in service delivery
Bachelor’s Degree in Computer Science, Mathematics, or Information Systems
Must have 5-7 years of experience working with IT Systems Engineers and Developers
3+ years of relevant management experience
Broad technical knowledge of end user computing technologies
MCSE Certification a plus
Ability to positively and effectively interact with internal and external customers

IT Support Manager Resume Examples & Samples

Responsible for Application Maintenance and Support for Corporate Applications
At least 10-15 years experience delivering new capabilities and enhancements for IT systems
At least 5 years of experience in managing production support team
Experience working for a national retailer with finance preferred and HCM application knowledge
Experience working on Windows, UNIX and Linux operating systems
Experience with relational databases – specifically Oracle and SQL Server
Demonstrated ability to manage staff remotely, across multiple time zones
Strong analytical, problem solving, and debugging skills
Managing the recruitment, retention, and career development of internal staff
Managing, mentoring, and leading internal and external staff as defined in project structures

IT Support Manager Resume Examples & Samples

Build, motivate, and lead a team of IT Support professionals to support company technology, including all desktops, laptops, mobile devices, associated peripheral devices, and software
Work with the IT leadership team to define goals and objectives, and to ensure that standard operational procedures are established to meet those goals
Directs recruitment, training and development of Service Desk engineers. Oversees personnel activities of team including hiring, development, and training
Leads technical projects and technology implementations to advance business initiatives
Ensures that performance metrics, leading and lagging indicators, are an integral part of the management of the support team
Ensures that continuous improvement plan is properly aligned with SLAs
Implement ITIL and/or industry best practices/concepts to ensure world-class operations
Collaborate and build long-lasting symbiotic relationships with business and IT leaders to enhance support levels and drive and internal customers to the Support Team
Manage procurement and fulfillment of technology to meet stakeholder’s needs
Manage vendor relationships for key support team focused technology providers
Act as the primary communication conduit between IT and our customers
3+ years direct supervisory experience
Deep understanding of Windows clients, Windows servers, and Citrix network equipment
Experience with ZenDesk or similar issue management solution
Understanding of primary business functions (Finance, Operations, Transportation, Sales, Customer Service, etc)
ERP support experience

IT Support Manager Resume Examples & Samples

Manages a global 24 x 7 team involved in supporting various enterprise applications including SAP, Informatica, Business Objects, Tibco and custom applications hosted in the cloud
Responsible for proactively ensuring the high availability of Autodesk’s enterprise applications & systems to support Autodesk’s critical enterprise business processes
Acts as Service Manager for all services offered to the Finance community developing strong stakeholder relationships and applying service management principles to the reliability and evolution of services
Manages major incidents & escalations and communicates with senior Autodesk management and business units
Collaborates on the design and implementation of next generation enterprise systems for Autodesk’s development teams
Plays a lead role in many of the enterprise’s SOX/SOC/Audit activities associated with financial systems, acting as control owner and lead for EBSO on engagements with Audit teams
Partners with Development & Project Teams, Systems Quality Assurance (SQA), and Platform teams to ensure quality production releases and ensure post launch supportability
Manages and improves systems availability and business service levels
Drives self-healing and automation solutions for recurring incidents
Provides active guidance and direction to technical team members for faster incident resolution
Mentors, coaches and motivates team to perform at high levels

Manager IT Support Manager Resume Examples & Samples

Ensure global Service Desk staff are using established policies, procedures and tools to field incoming contacts and then prioritize, troubleshoot and resolve all issues and request or escalate them to the appropriate groups
Ensure global Service Desk staff are communicating effectively with end users in all stages of the incident management process; including initial interaction, triage, escalation and status updates
Ensure individual and team incident queues are managed daily to ensure all end user requests and issues are addressed within their appropriate SLA
Monitor daily utilization for all global Service Desk staff to ensure work load is evenly distributed
Act as an escalation point for all global Service Desk staff regarding end user’s requests and issues
Create knowledge base articles for use by customers and technical staff
Manage the critical incident management process and effectively communicate pertinent information and status updates to the different IT Departments and the Business as needed
Develop and continuously improve upon Service Desk policies and procedures
Work with the various IT groups and the business to test IT solutions to ensure that IT problems have been adequately resolved
Work with global leadership to stay informed and address all issues with Service Desk staff around the globe
Ensure the effective onboarding of new services to support at the Service Desk, creating documentation and training the global Service Desk staff
Ensure the effective handoff between global Service Desk staff located in different locations
Work with staff to create and host training sessions for the global Service Desk staff; host sessions as needed
Participate and/or lead IT projects
Pull individual and team metrics on regular cadence
Ensure quality assurance initiatives are met by monitoring phone and chat contacts, reviewing customer surveys, and working with staff to provide necessary training
Assist in creating individual and team goals and oversee to ensure goals are met
Hold regular one-on-ones with direct reports to go over individual performance on daily responsibilities and to go over performance on individual goals that have been set, as well as to correct incorrect behavior and trends
Administer disciplinary actions such as verbal warnings, written warnings and performance improvement plans, as well as terminating when necessary
Perform all job functions during non-work hours and away from the office on an as needed basis (on-call)
Other duties as needed
Bachelor’s Degree in Computer Science or other related field and 5-7 years work experience or 10+ years of working experience in an IT support environment
Extremely knowledgeable in computer hardware, operating systems, and software; including but not limited to PCs, laptops, tablets, Windows 7, Windows 10 and Mac OS X
Experienced in Active Directory, Exchange Management Console, SCCM, Citrix XenDesktop/XenDesktop and Cisco VPN
Experienced in mobile device support; Android, iOS, and MobileIron
Interpersonal skills, with a focus on rapport-building, listening and questioning skills
Ability to present ideas in business-friendly and user-friendly language
Proven customer service skills
Effective in a team-oriented environment
Experienced in people management, hiring, goal setting, coaching, mentoring, disciplinary actions and terminations

Executive IT Support Manager Resume Examples & Samples

End User Support
Project Planning and Implementation
Documentation and Inventory
Serves as a central point of contact for implementation, integration and completion of end user and management requests and escalation point for advanced end user support
Applies understanding of computer software and hardware to diagnose problems, determine appropriate course of action, provide complete follow-through to successful resolution
Provides integrated and project management support for all technology platforms
Maintains accurate documentation in the Help Desk system of all user requests, repairs and reported issues including cause, resolution and preventative action
Manage IT end user support requests from the executive staff, visitors and support staff to deliver all IT needs including the design, configuration, installation, and maintenance of local area network hardware, software, and other computing technology
Ensure support coverage is available to end users either on-site or on-call 24/7, coordinate additional resources during critical meetings at the site as required
Monitor onsite technology equipment performance to ensure corporate departments are receiving
Bachelor’s degree including course work in computer science and Microsoft certification required
Minimum 6 years of experience operating within a multiple technological environment, related experience may substitute for college course work
Minimum 4 years of previous IT/related management experience required, 5+ years of previous IT/related management experience preferred
Working knowledge of network and communications hardware/software and knowledge in creation of technical project plans
Excellent computer skills including desktop computing systems hardware, software
Microsoft Certified Professional (MCP), Cisco Certification, A+ Certification, or related certifications a plus
Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and work in a multi-tasked environment
Ability to clearly and concisely communicate technical information to most levels of management and nontechnical users across functional lines

IT Support Manager Resume Examples & Samples

1) 5-7+ years' experience in a IT Support Management capacity overseeing a team of 10 or more technicians
2) 7+ years' hands on experience supporting a Windows, Mac and Linux based environment
3) Excellent Communication Skills: this person will be resolving issues for Doctors, Researchers, and Students within the PHD/ MD program. This person will be an ambassador for the end users to make improvements within IT

IT Support Manager Resume Examples & Samples

Designs and defines information technology (IT) system architecture for integration of multiple platforms, operating systems, and applications across the enterprise
Determines systems specifications, input/output processes, and working parameters for hardware/software compatibility and maintenance of system security
Coordinates design of subsystems and integration of total system. Identifies, analyzes, and resolves program support deficiencies
Develops and documents the framework for integration and implementation for changes to technical standards
Assists in the development of and manages an architecture governance process
Develops and recommends corrective actions
May provide technical guidance for database administrators and software developers
Information Assurance Technical Level III (IAT Level III) certification required (CASP, CISSP, etc)
Project Management Professional (PMP) desired
Certified SCRUM Master desired

Loan Review, Data & IT Support Manager Resume Examples & Samples

Loan datasets administration duties within CRM3 cube; maintain flat file import definitions; process loan flat files; review datasets for reasonableness; mark loan samples; stage dataset exports
Prep Access databases for Loan Review Manager (LRM); stage new loan and prior review data; mark relationships; scrub data according to custom needs where applicable.; create setup EXE and test; generate pre-review reports; stage setup EXE; dispatch LRM job notifications
Provide help-desk type support to loan review staff for any computer-review-related assistance as needed
Coordinate and administer remote loan reviews with bank IT staff for upcoming reviews; communicate in advance to ascertain remote needs; configure remote workstations, VMs, and production laptops for connectivity; test remote connections; prepare and distribute reviewer credentials documentation; assist and/or lead launch of remote connections with start of each job; provide ongoing support to maintain remote connectivity through duration each job
Manage and distribute review-related equipment inventories; thumb drives, mifi jet packs, printers, field monitors, etc
Liaise with DHG IT staff for ongoing review technology needs
Coordinate activities with operations manager, sample leader, credit and doc leaders to ensure timely start and completion of each review job
Fulfill aforementioned functions and tasks under guidance from Loan Review IT manager; assume responsibility for these roles in his/her absence
Determine/confirm type of loan(s) reviewed, nature of collateral, and loan purpose
Review the lender’s financial statement analyses and cash flow calculations
Review appraisals/valuations of real estate collateral, including appropriateness of various approaches to value and underlying assumptions and adherence to regulatory requirements
Identify nature and scale of guarantor support
Using one’s understanding of the fundamentals of risk rating along with the particular institution’s rating scale, determine appropriateness of risk rating for loans reviewed
Perform Impairment analyses, as applicable
Review legal documents at a high level relative to approved terms and collateral, and to identify possible lien position issues
Apply awareness of current FDIC and OCC regulations and a lender’s policies and procedures to loans reviewed

IT Support Manager Resume Examples & Samples

Lead and manage a growing team of IT Support professionals, of varying skills and experience levels, based out of geographically disperse locations
Evaluate team workload, productivity and monitor for process adherence and compliance
Maintain high level of customer satisfaction and published service level agreements
Monitor emerging technologies and make recommendations for adoption when applicable
Able to strike a balance of being self-motivated and self-sufficient while remaining a team member and team player
Conduct process-based approach to meeting organizational goals and project management
Ability to understand business requirements and how they relate to technical requirements
Maintain organization's effectiveness, efficiency and quality of service by delivering, and supporting strategic plans for implementing information technologies
Understanding of high level network design, protocols and layers
Perform on-call duties as needed
Ability and authority to travel to Marketo sites around the world
Single Sign-On
Box, DropBox, OneDrive, etc
Office 365 or GoogleApps, etc
WDS, Ghost, Acronis, Deploy Studio, KACE, etc

Senior Business Analyst / IT Support Manager Resume Examples & Samples

Knowledge of South African acquiring market with the ability to hit the ground running
5 -10 Years acquiring or payment type industry experience is essential
Bachelor’s degree or equivalent with a minimum of 5 years business analysis experience
Prior coaching and leadership of a team is required
Business Acumen with the ability to provide solutions that drive positive results to the customer and First Data
Target driven with the ability to consistently meet delivery dates and budgets of approved projects
Analytical skills and application thereof
Product Development experience is desirable
Team player, excellent inter-personal skills
Strong communication (written, verbal) skills are a pre requisite
Exceptional presentation skills
Ability to work in an ambiguous environment
Self-starter and motivator
Ability to liaise and support various disciplines (communication, planning, finance, sales, marketing, technology) and function in an unstructured environment with minimum day to day supervision
Good team player in a cross functional team environment
Good ability to build relationships and network with relevant groups (banks, suppliers, third parties) Understanding of the third parties suppliers, technical integrators and Value Added Resellers (VAS) operating in the market

IT Support Manager Resume Examples & Samples

Experience supporting Microsoft Windows in an enterprise environment
Experience creating and documenting IT processes and procedures
Bachelor's degree and 5+ years of experience in desktop support in a large corporate environment. Additional years of relevant experience will be considered in lieu of a Bachelor's degree
2+ years of prior experience as desktop support supervisor or team lead
US Citizenship required and able to obtain a federal security clearance
Experience in supporting Mac OS and iOS devices
Microsoft Visio network documentation experience
MCP/MCSA/MCSE, A+, Network+, Security+

Deskside IT Support Manager Resume Examples & Samples

Standards and Policies
Manage day-to-day operations of the Deskside Support team for both onsite and remote locations
In strong collaboration with the Director of Information Security, sets and executes strategy for information security initiatives
Develops and maintains credible and effective working relationships with both management and IT personnel in a way that demonstrates an understanding of business problems, IT strategies, issues, and priorities
Participates in development and implementation of strategies to meet organizational goals, ensuring that client and IT priorities are aligned and accomplished
Develops and manages the IT deskside support team to ensure timely and adequate support for day to day operations at all facilities is provided
Identifies and executes optimization and improvement opportunities
IT Budgeting
Assist in planning and managing IT work streams (such as hardware and software refresh, security audit, etc.) according to a well-designed plan aligned across key interrelated functions
Work closely with the Applications, BI, and Project Management team members to ensure that all systems function together and meet SLA's, business goals and objectives
Drive a culture of continuous improvement, efficiency, pride, excitement and ownership
Assist in the analysis and resolution of technical problems
Effectively use incident management tools to document and complete service requests within published Service Level Agreement (SLA) requirements
Technical knowledge of a wide range of IT areas
Working knowledge of MS Office applications
Ability to thrive in a fast pace and dynamic environment Required
3 years of experience in management
5 years of experience in IT
Analytical Decision Making
Collaboration Management
Promote Continuous Learning
Relationship & Conflict Management
Living SSB Mission & Core Values * Hands on experience with end-user compute systems, Windows, MS Office, SCCM, Domain Administration

Regional IT Support Manager Resume Examples & Samples

The smooth running of production support process, checking that the open issues are addressed in a timely manner
Collating service statistics from different IT teams and measuring SLA performance
Preparing performance reports and score cards and submitting analysis to Regional IT
Chairing weekly systems support meeting with Regional IT
Identifying, managing, resolving or mitigating cross team risks and issues, escalating them to management, where necessary
Coordinating and ensuring all system defects and enhancements are resolved / delivered on a timely basis and follow up where necessary
Accepting build packages to be released into SIT, and signing off for release to UAT once SIT has been successfully completed
Overseeing the timely execution of UAT, managing the issue resolution and reporting progress and status to the stakeholders
Coordinating the release of any application build to production environment, with approval from Regional Stakeholder
Working closely with the following parties for effective resolution of problems, issues and enhancement requests
Experience with Global Delivery models and manage multiple service providers spread across multiple countries will be an advantage. Typical Minimum Knowledge and Skills
Sound leadership and planning skills
Resource Management and Team Management
Strong coordination and communications skills
Strong assertive personality and stakeholder management skills (managing and influencing multiple senior level stakeholders)
Ability to multi-task, as supporting multiple and concurrent projects is a prerequisite
Wide domain exposure in Insurance
Experience in Middle and Back Office Applications including Compliance, Risk, Security, HR, Business Intelligence / Data Warehouses and Data Integration Interfaces
Technical exposure in some or most of the following areas
Web technologies (HTML5, JavaScript, CSS, Java/J2EE, JSP / Servlets, Struts, Tomcat, JDBC)
Client Server Technologies (C++, Visual Basic) Additional Skills
Property Casualty Insurance knowledge is a plus
Architecture background (Enterprise or Solution Architecture) in Insurance technologies is a plus

IT Support Manager Resume Examples & Samples

Manages the daily activities of assigned team responsible for technical support to end users
Interacts with business owners within assigned office(s) to ensure technical support is meeting all business unit needs in an effective and timely fashion
Interacts and partners with business owners to determine short term and long term IT hardware and software requirements, and determines transitional and long-term hardware/software infrastructure requirements
Oversees and manages software implementations
Coordinates with other HMS groups on assigned objectives
Supports and maintains end user requirements, including troubleshooting, account maintenance, and training
Plans and performs appropriate procedures, documentation, inventory assessment, and other procedures related to IT
Maintains, monitors, and analyzes system components and makes recommendations
Inventories and provides accounting for HMS resources including software, server, workstation, and laptop systems
Works with a team to automate management tasks, streamline processes and perform standard administration functions as needed
Monitors IT infrastructure use and provides accountability
Provides escalated second and third level support as needed
Identifies and provides standards for gathering information for use in trend analysis and reports information to company management as needed
Develops IT Policies and Procedures
Monitors performance of the team to ensure that SLA agreements and quality standards are being met; seeks opportunities for improvements
Looks for ways to build and/or improve relationships with HMS business units and other IT units
Manages assigned projects ensuring they are completed on time and within budget
Assists with monthly reporting and dashboards for all assigned teams
Keeps abreast of all industry standards and trends as it relates to management of the assigned team
Responsible for people management functions such as recruiting, performance management, timekeeping, work schedules and employee relations issues
Trains and mentors team
Ensures proper documentation of team processes and procedures
Exceptional ability to analyze information and use logic and process to address work-related issues and problems
Exceptional ability to see scope of processes and the ability to analyze upstream and downstream impacts
Exceptional ability to communicate IT technology into business terms with customers at all levels
Exceptional ability to handle deadline oriented project demands as well as manage multiple initiatives
Exceptional ability to multi-task and prioritize
Exceptional ability to perform well in team environment, with staff at all levels, to achieve business goals
Experience working with a ticketing system such as ServiceNow or Remedy
Ability to work independently to meet objectives
Exceptional mentoring/training skills
5+ yrs of helpdesk experience
2 + yrS experience in a leadership role acting as an escalation point, assigning duties and managing the completion of projects
Proficiency with setup and installation of Windows OS and Microsoft Office applications required
Experience working in an environment that supports Citrix, O365 and VPN technologies preferred