ECLARO ยท 7 hours ago
IT Manager
New York, NY
Full-time
Onsite
Mid, Senior Level
$150K/yr - $175K/yr
4+ years expECLARO is looking for an IT Manager for our client, which provides IT services to the public sector. The Manager will oversee the implementation and management of Incident and Problem Management initiatives, ensuring alignment with business objectives and adherence to ITIL best practices.
Staffing & Recruiting
Responsibilities
Implementing and Managing ITIL-based service management practices: This involves setting up and maintaining the 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 organization's 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, ensure alignment, and address any concerns
Monitoring and reporting on service performance: Tracking Key Performance Indicators (KPIs) and service level agreements (SLAs) to ensure that services are meeting agreed-upon standards and identifying areas for improvement
Ensuring compliance with ITIL standards: Adhering to the ITIL framework and best practices to ensure that IT services are delivered effectively and efficiently
Managing Incident processes: Overseeing the day-to-day operations of these processes to ensure that issues are resolved quickly and efficiently as well as
Providing leadership and guidance to the IT service team: Leading, supporting, and motivating team members to achieve their goals and contribute to the overall success of the IT service management program
Managing Service Level Agreements (SLAs): Defining and negotiating SLAs with customers to ensure that IT services meet their needs and expectations
Ensuring quality and customer satisfaction: Implementing quality control measures to ensure that IT services are delivered to a high standard and that customers are satisfied with the services they receive
Analyzing RCA reports and identifying root causes for improvement: Reviewing incident and problem data to identify patterns and trends and develop solutions to prevent future issues
Perform other related duties as assigned
Qualification
Required
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 personal computing, End User Infrastructure Support management tools, client functions and applications, excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, manage members of iMac team, and ability to manage vendor relationships
Qualified consultants must be able to effectively communicate with all levels of the organization
Preferred
Management Experience: Minimum of 5-7 years of experience in a managerial or related role
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, including customers, stakeholders, and technical teams
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
Efficiencies: Excellent time management and organizational skills
Ability to work effectively under pressure and meet deadlines
Company
ECLARO
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada and the Philippines.
1001-5000 employees
H1B Sponsorship
ECLARO has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (1)
2022 (2)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Nicholas Butcher
QA CTO Label Specialist
Dan Broderick
Chief Delivery Officer
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