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PennTIME - Pennsylvania Traffic Incident Management Enhancement · 10 hours ago

Managed IT Services Manager

Middletown, PA

Full-time

Hybrid

Mid, Senior Level

$99K/yr - $139K/yr

6+ years exp

PennTIME is the Pennsylvania Turnpike Commission, which operates a safe, reliable toll road system. They are seeking a Managed IT Services Manager responsible for managing the enterprise managed IT services team, supporting the business needs of the PTC, and coordinating the work of the managed services team.

Transportation/Trucking/Railroad

No H1B

Responsibilities

Manages, plans, and organizes the performance of the IT enterprise managed services team including supervision, delegation of work assignments and review of work product

Participates in the evaluation and selection of managed services staff augmentation as well as the negotiation of purchase contracts or service level agreements

Gathers business requirements and analyzes the expertise of multiple managed services teams to determine the best fit for each PTC business need

Ensures appropriate managed services team members with the appropriate knowledge are assigned to each project

Leads and is responsible for the managed services team’s projects and deliverables

Sets and maintains realistic expectations for project completion

Removes or recommends the replacement of managed services staff when necessary to ensure the needs of the PTC are met in a timely and accurate manner

Manages and works closely with managed services teams to support the IT business needs

Provides leadership for projects/assignments, inspects work outcomes, communicates with team, and makes decisions on outstanding questions and/or issues

Ensures that work efforts and end results address the business and organizational needs, fit within the overall budget, adhere to contractual obligations and performance metrics, and are completed timely

Establishes and manages operational relationships between managed services employees and other IT employees, end users and business process owners

Ensures quality customer service and the efficiency/effectiveness of support provided

Works to resolve any disconnects or issues that are identified

Develops and manages the implementation of Service Level Agreements, IT standards, and best practices for managed services

Ensures technical fit with the business architecture design and recommends changes to enhance performance and reliability

Participates in the development of other Information Technology Departmental standards, business processes, procedures, and policies

Liaisons between the department and managed services teams

Identifies and mitigates conflicts/issues that may arise

Communicates work effort progress, exceptions, contractual obligations, and issues with senior management

Serves as the primary point of contact for all managed services related issues, questions, and/or projects

Responsible for all facets of enterprise managed services team, including but not limited to, contracts, performance, procedures, processes, review of tickets, communication, Service Level Agreement monitoring and reporting, and overall work efforts

Responsible for all CBS incidents and problems, providing oversight and direction, while assuring processes and procedures are followed

Assures incidents and problems are resolved in a timely manner

Represents the PTC and/or participates in various internal and/or external meetings, forums, committees, and advisory panels

Researches and evaluates industry trends, emerging technologies and changes in legislation, contracts, regulations, business operating procedures and/or systems that may impact business

Determines the changes that may be necessary to incorporate within the enterprise business solution/systems

Uses situational awareness to anticipate and prevent accidents

Performs related duties as assigned

Qualification

Managed servicesVendor managementService deliveryInformation technologyAnalytical thinkingCustomer serviceInnovationTechnical capacityActive listeningAttention to detailCommunication proficiencyCritical thinkingProblem solvingReliabilityTeamwork orientation

Required

Ten (10) years of information technology experience in managed services, vendor management, or service delivery

Six (6) years of information technology experience in managed services, vendor management, or service delivery AND a bachelor's degree in information technology or related field

Equivalent combination of education and/or experience may be accepted