Manager - On-site IT Support

Job summary

Acts as a key advisor to business units to align enterprise technology with business goals and ensure high-quality IT service delivery. Manages IT staff across multiple offices and bridges the gap between customer needs and technical capabilities.

Job details

Position's Purpose A key advisor to the designated business units (offices, industry and practice groups, business services groups) in their office or region on how enterprise technology can be leveraged to support business needs and goals. The role acts to identify business needs and channel these back through the Technology team. A critical component of the role is to ensure the ongoing provision of high quality IT service to offices, practice and industry groups and business services groups. Key Responsibilities Work in close cooperation with the leaders of designated business units to define, develop, implement, and support the appropriate technology stack, security and communications solutions to meet the needs of the business Act as the primary connection between Technology and the designated business units for all aspects of operational service level management. Ensure that the expectations of the designated business units with respect to services provided by the Technology organisation are managed appropriately. Develop and enhance relationships with business, actively managing expectations & monitoring satisfaction levels. Manage IT staff across designated offices ensuring a focus on high quality, consistent IT services. Work within the IT organisation to translate the business requirements into the appropriate solutions that will help achieve success. Bridge the gap of understanding between the customer needs, operational needs and the technology capabilities. Work with the IT teams to successfully deliver solutions to the designated business units. Prepare and deliver professional communications to various levels of the organization to communicate project objectives, status, risks, and achievement of the expected goals. Be an escalation point for business challenges from a delivery or relationship perspective. Any other project assigned by management. Travel of 25% between DC, Princeton, Philadelphia. Senior Manager level responsibilities and scope Focus on a broader collection of offices spanning multiple countries or within a region. Responsibility for a number of practice/industry/business services teams, working under direction of AD or Director but with an expectation that the individual will take the lead on developing approaches based on specific parameters. Typically managing teams of 10 or more people including at least one Manager level role. Technical Skills Capability to analyse and solve problems at both a strategic and functional level. Demonstrate solid problem solving skills with the ability to use good business judgment to make decisions Working experience in providing either local or helpdesk based support to end users in an enterprise environment ·Project Management experience in the delivery of enterprise wide projects Development of metrics, KPIs and service level and operational level agreements to measure efficiency, cost and quality of services · and Requirements s, Experience Skills, Non-Technical Skills Strong leadership skills - ability to direct the action of others, to facilitate meetings, and to report status in a clear and concise manner. Experience in leading geographically distributed teams. Strong communication skills - demonstrated ability to communicate professionally in business language, in both oral and written formats (English). Ability to work independently and as a cohesive member of a team. Ability to effectively manage multiple tasks concurrently. ·Ability to learn new skills in a short period of time. Minimum Education / Experience Manager: 5+ years experience of managing relationships with internal business customers and in managing IT teams in a matrixed environment. Travel: The geographic focus of the role requires occasional travel to the USA

What you’ll do

Acts as a key advisor to business units to align enterprise technology with business goals and ensure high-quality IT service delivery. Manages IT staff across multiple offices and bridges the gap between customer needs and technical capabilities.

Requirements

Requires at least 5 years of experience managing IT teams and internal business relationships in a matrixed environment. Must possess strong leadership, communication, and project management skills with the ability to lead geographically distributed teams.

Listed skills

• Team Leadership · Preferred
• Project management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Service Management
• Relationship Management
• Team Leadership
• Project Management
• Operational Service Level Management
• KPI Development
• Strategic Problem Solving
• Stakeholder Communication
• Enterprise Technology Support
• Matrix Management
• Resource Planning
• Incident Escalation

Job areas

• Technology
• Management & Leadership
• Customer Service & Support
• Consulting